Implementation of a Telemedicine Clinic in the Covid-19 Era

BACKGROUND: COVID-19 has drastically altered the delivery of medical care in the United States and beyond. Healthcare providers have been forced to rapidly innovate to mitigate the spread of infection and maintain social distancing. Telemedicine allows for the continuation of vital patient care while decreasing the risk of virus transmission. OBJECTIVE: We conducted a survey to assess the satisfaction of both patients and providers with rapid implementation of an electronic medical record (EMR) based video visit system. METHODS: A survey hyperlink was distributed through EMR messages to patients and emails to providers. RESULTS: 74/376 patients (19.7%) and 8/10 (80%) providers completed the survey. The population consisted of advanced heart failure (n = 37, 50%), mechanical circulatory support (n = 4, 5.4%), transplant (n = 19, 25.7%) and general cardiology (n = 14, 18.9%) patients and their respective providers. The patient survey consisted of validated survey questions to assess patient and provider perceptions. Patients were 69.7% male with a mean age of 65. 74% of the patients consider themselves early adopters or innovators with new technology. 85% of surveyed patients believed that telemedicine is simple to use and easy to learn. 77% felt the telemedicine system interface was of good quality, 88% believed it allows for good interaction with the provider, 95% believed it protects both patients and providers by limiting exposure to COVID-19, 83% were overall satisfied with this telemedicine system and would use it again. 75% of providers reported no telemedicine experience prior to COVID-19. Notably, 100% of physicians consider themselves early adopters or innovators with new technology. 87.5% deemed their patients highly complex. 100 % of providers felt that telemedicine is useful for their job and 87.5% felt that their job would be difficult to perform without it, 27.5% believed video visits save and reduce time spent on unproductive activities, and allow accomplishing more work and tasks more quickly, 87.5% believe the system is easy to use overall, 100% agree it enhances providers’ and patients’ safety during COVID-19. CONCLUSION: Patients reported high level of satisfaction with video visits and interaction with their providers as well as with the ease of use and convenience of telemedicine appointments. Providers found the telemedicine system easy to use and useful for their job, but many believe there is room for improvement with respect to time saving measures.