Patient satisfaction with virtual compared to face-to-face glaucoma clinics

The value of virtual glaucoma clinics: a review

Virtual clinics are being utilised to tackle the growing demand for glaucoma healthcare. We conducted a literature search on 28 February 2023 using MEDLINE (PubMed), EMBASE and Web of Science databases. We searched for studies on virtual glaucoma clinics, published in the English language between 2000 and 2023. Studies suggest that virtual glaucoma clinics are a safe and effective alternative to traditional face-to-face clinics for patients with stable and early-to-moderate glaucoma. Patient satisfaction is high across all clinics surveyed. Satisfaction appears to be linked to good communication, trust and improved waiting times. The majority of healthcare professionals are also content with virtual glaucoma clinics. There are no dedicated cost-benefit analyses for virtual glaucoma clinics in the UK. However, virtual clinics in other specialties have reported significant cost savings.

Application of Patient Sentiment Analysis to Evaluate Glaucoma Care

PURPOSE

Patients utilize online physician reviews to decide between and rate ophthalmologists. Sentiment analysis allows for better understanding of patient experiences. In this study, Valence Aware Dictionary sEntiment Reasoner (VADER) and word frequency analysis of glaucoma specialist Healthgrades reviews were used to determine factors prioritized by patients.

DESIGN

Retrospective cross-sectional analysis.

PARTICIPANTS

N/A.

METHODS

Written reviews and Star ratings of glaucoma specialists listed under the Physicians Payments Sunshine Acts were obtained, and demographic information was collected. Valence Aware Dictionary sEntiment Reasoner produced Negative, Neutral, Positive, and Compound scores of reviews, and these were stratified by demographic variables. Word frequency review was applied to determine popular words and phrases.

MAIN OUTCOME MEASURES

Star ratings, VADER Compound score of written reviews, and highest word frequencies.

RESULTS

A total of 203 glaucoma specialists and 3531 written reviews were assessed. Glaucoma specialists had an average of 4.26/5 stars, with a mean of 30 ratings per physician on Healthgrades. Most physicians (86%) had overall Positive written reviews (VADER = 0.74), indicating high patient satisfaction. Specialists who were women or had fewer years of practice had higher Compound and Star scores than their respective male and senior counterparts, with statistical significance observed between junior and senior physician Stars (P < 0.001). Repeated words pertaining to the surgery, staff, wait times, and questions were common overall and among the most positive and most negative reviews.

CONCLUSIONS

Glaucoma specialist patients value nonclinical factors, such as appointment setting and nonphysician health-care staff members, in their written reviews. Thus, factors beyond clinical outcomes are influential in the overall patient experience and should be considered to improve health-care delivery. These results can also advise ophthalmologists on factors that patients prioritize when evaluating physicians, which influences the decisions of other patients seeking glaucoma care.

FINANCIAL DISCLOSURE(S)

The author(s) have no proprietary or commercial interest in any materials discussed in this article.

Patient perspectives on ocular oncology care at hybrid telehealth satellite offices

OBJECTIVE

To assess patient satisfaction with the hybrid telehealth model in patients undergoing follow-up care in ocular oncology.

DESIGN

Retrospective survey study.

PARTICIPANTS

All patients who visited 1 of 2 satellite telehealth offices between July 2021 and October 2022 for their follow-up ocular oncology appointment.

METHODS

A 13-question online survey was completed for outcome measures of patient demographics, patient satisfaction with the satellite offices, and overall patient experience with telehealth.

RESULTS

The survey response rate was 32% (203 of 632). The mean patient age was 65 years (median, 65 years), and 119 patients (58%) were female. A comparison (suburban satellite vs urban in-person office) revealed that the suburban satellite office had less difficulty in travel (3% vs 47%; p < 0.001) and less time commitment (<1 hour) for travel to the office (58% vs 23%; p < 0.001). On a scale (i.e., poor, fair, good, or excellent), the percentage of patients reported the following parameters as good or excellent: ease of finding satellite office (95%), check-in (94%), and time spent waiting for the doctor (72%). On a scale (i.e., extremely dissatisfied to extremely satisfied), the percentage of patients reported being extremely satisfied to the following parameters: the staff (81%) and the office overall (65%). Most patients (90%) would use this telehealth model for future visits (p < 0.0001), and 86% would recommend it to a friend (p < 0.0001).

CONCLUSION

In this study on a hybrid telehealth satellite office model for ocular oncology follow-up examinations, patient satisfaction was high, most patients would use this form of examination in the future.