Patient satisfaction and cost analysis of telehealth delivered by allied health oncology clinicians

INTRODUCTION: To compare and analyse satisfaction and costs of telehealth services for patients receiving allied health services at a quaternary oncology hospital. MATERIAL AND METHODS: Cross-sectional design survey distributed to patients who had received outpatient allied health (psych-oncology, dietetics, speech pathology) telehealth services from March November 2020. Responses regarding satisfaction and barriers relating to telehealth were examined, and costs calculated. RESULTS: A total of 156 surveys were distributed, 124 were completed and included in the analysis. The majority of respondents (56%) were female patients, with a median age of 57 years. Survey results revealed that 89% of respondents would access allied health consultations using telehealth again, of whom 14.5% indicated that they preferred telehealth to a face-to-face appointment. Common barriers to service delivery were internet connection, inability to perform physical examination via telehealth, and patient unfamiliarity with technology. Levels of satisfaction were high, with 92.7% of respondents either satisfied or very satisfied with the allied health telehealth service offered. Only 1.5% of the participants were dissatisfied on account of unfamiliarity with the technology and preference for face-to-face contact with their clinician. To attend a face-to-face allied health consultation 90% of respondents would have to drive to the hospital, with cost of petrol and parking per trip calculated to be an average of $ 51.25. CONCLUSIONS: Allied health service delivered via telehealth was met with high rates of satisfaction and resulted in lower patient costs.