Client Satisfaction and Experience With Telepsychiatry: Development and Validation of a Survey Using Clinical Quality Domains

BackgroundTelepsychiatry is an increasingly used model of mental health care that connects patients with psychiatrists at a distance via videoconference. Telepsychiatry is an effective clinical intervention that improves access to quality care in regions with limited resource...

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Main Authors: Serhal, Eva, Kirvan, Anne, Sanches, Marcos, Crawford, Allison
Format: Article
Language:English
Published: JMIR Publications 2020-09-01
Series:Journal of Medical Internet Research
Online Access:http://www.jmir.org/2020/9/e19198/
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spelling doaj-3c9d687485584265a892d275c26f8ab02021-04-02T18:40:52ZengJMIR PublicationsJournal of Medical Internet Research1438-88712020-09-01229e1919810.2196/19198Client Satisfaction and Experience With Telepsychiatry: Development and Validation of a Survey Using Clinical Quality DomainsSerhal, EvaKirvan, AnneSanches, MarcosCrawford, Allison BackgroundTelepsychiatry is an increasingly used model of mental health care that connects patients with psychiatrists at a distance via videoconference. Telepsychiatry is an effective clinical intervention that improves access to quality care in regions with limited resources or in clinical situations where in-person care is unavailable. ObjectiveThis study aims to develop a validated survey tool to measure patient experience and satisfaction with telepsychiatry based on the quality of care domains. This study also seeks to understand which health service outcomes were most strongly correlated with overall satisfaction in the context of telepsychiatry. MethodsThe survey created in this study was developed and validated with a panel of subject matter and process experts and was piloted with 274 patients who received clinical consultations through the TeleMental Health Program at the Centre for Addiction and Mental Health. Factor analysis was used to determine correlations between questions and quality of care domains and was also used to assess model fit. ResultsThe study provides a validated survey to measure patient satisfaction and experience with telepsychiatry across 4 domains: access and timeliness, appropriateness, effectiveness, and safety. Both safety and access and timeliness were found to be statistically significant predictors of satisfaction in our sample. ConclusionsBy situating patient satisfaction and experience within this framework, the survey facilitates patient data collection and interpretation through a clinical quality lens.http://www.jmir.org/2020/9/e19198/
collection DOAJ
language English
format Article
sources DOAJ
author Serhal, Eva
Kirvan, Anne
Sanches, Marcos
Crawford, Allison
spellingShingle Serhal, Eva
Kirvan, Anne
Sanches, Marcos
Crawford, Allison
Client Satisfaction and Experience With Telepsychiatry: Development and Validation of a Survey Using Clinical Quality Domains
Journal of Medical Internet Research
author_facet Serhal, Eva
Kirvan, Anne
Sanches, Marcos
Crawford, Allison
author_sort Serhal, Eva
title Client Satisfaction and Experience With Telepsychiatry: Development and Validation of a Survey Using Clinical Quality Domains
title_short Client Satisfaction and Experience With Telepsychiatry: Development and Validation of a Survey Using Clinical Quality Domains
title_full Client Satisfaction and Experience With Telepsychiatry: Development and Validation of a Survey Using Clinical Quality Domains
title_fullStr Client Satisfaction and Experience With Telepsychiatry: Development and Validation of a Survey Using Clinical Quality Domains
title_full_unstemmed Client Satisfaction and Experience With Telepsychiatry: Development and Validation of a Survey Using Clinical Quality Domains
title_sort client satisfaction and experience with telepsychiatry: development and validation of a survey using clinical quality domains
publisher JMIR Publications
series Journal of Medical Internet Research
issn 1438-8871
publishDate 2020-09-01
description BackgroundTelepsychiatry is an increasingly used model of mental health care that connects patients with psychiatrists at a distance via videoconference. Telepsychiatry is an effective clinical intervention that improves access to quality care in regions with limited resources or in clinical situations where in-person care is unavailable. ObjectiveThis study aims to develop a validated survey tool to measure patient experience and satisfaction with telepsychiatry based on the quality of care domains. This study also seeks to understand which health service outcomes were most strongly correlated with overall satisfaction in the context of telepsychiatry. MethodsThe survey created in this study was developed and validated with a panel of subject matter and process experts and was piloted with 274 patients who received clinical consultations through the TeleMental Health Program at the Centre for Addiction and Mental Health. Factor analysis was used to determine correlations between questions and quality of care domains and was also used to assess model fit. ResultsThe study provides a validated survey to measure patient satisfaction and experience with telepsychiatry across 4 domains: access and timeliness, appropriateness, effectiveness, and safety. Both safety and access and timeliness were found to be statistically significant predictors of satisfaction in our sample. ConclusionsBy situating patient satisfaction and experience within this framework, the survey facilitates patient data collection and interpretation through a clinical quality lens.
url http://www.jmir.org/2020/9/e19198/
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