An assessment of the feasibility of telephone and email consultation in a chest clinic

Telemedicine and virtual respiratory care in the era of COVID-19

The World Health Organization defines telemedicine as “an interaction between a health care provider and a patient when the two are separated by distance”. The COVID-19 pandemic has forced a dramatic shift to telephone and video consulting for follow up and routine ambulatory care for reasons of infection control. Short Message Service (“text”) messaging has proved a useful adjunct to remote consulting allowing transfer of photographs and documents. Maintaining non-communicable diseases care is a core component of pandemic preparedness and telemedicine has developed to enable (for example) remote monitoring of sleep apnoea, telemonitoring of chronic obstructive pulmonary disease, digital support for asthma self-management, remote delivery of pulmonary rehabilitation. There are multiple exemplars of telehealth instigated rapidly to provide care for people with COVID-19, to manage the spread of the pandemic, or to maintain safe routine diagnostic or treatment services.

Despite many positive examples of equivalent functionality and safety, there remain questions about the impact of remote delivery of care on rapport and the longer-term impact on patient/professional relationships. Although telehealth has the potential to contribute to universal health coverage by providing cost-effective accessible care, there is a risk of increasing social health inequalities if the “digital divide” excludes those most in need of care. As we emerge from the pandemic, the balance of remote versus face-to-face consulting, and the specific role of digital health in different clinical and healthcare contexts will evolve. What is clear is that telemedicine in one form or another will be part of the “new norm”.

Oral and maxillofacial surgery patient satisfaction with telephone consultations during the COVID-19 pandemic

Due to the COVID-19 pandemic most oral and maxillofacial surgical (OMFS) units have moved to conducting patient consultations over the telephone. The aim of this study was to assess patients' satisfaction with telephone consultations during the COVID-19 pandemic. A retrospective survey was conducted of OMFS patients at our hospital who had telephone consultations between 1 April - 8 June 2020. The survey was conducted by independent interviewers and used the Generic Medical Interview Satisfaction Scale (G-MISS) along with a previously published additional questionnaire. Variables recorded included age, gender, theme of consultation, grade of clinician, and type of consultation. Statistical analysis was performed to assess for any differences between patient groups. The records of 150 consecutive patients were reviewed and 135 met inclusion criteria. A total of 109 patients completed the survey giving a response rate of 80.74%. The total G-MISS score for satisfaction was high, which indicates a high level of satisfaction among all patients. We found no statistical difference in satisfaction when comparing patients in terms of gender, age, theme of consultation, or level of clinician. A significant difference was found in compliance levels between review and new patients, with review patients demonstrating higher compliance levels (p=0.004). Overall, 83.48% of patients said they would be willing to have a telephone consultation in future. The majority of patients in this study reported high levels of satisfaction with telephone consultations. New patients reported lower levels of compliance which may suggest this type of consultation is less suited to telephone consultation.

Preclinic telephone consultations: an observational cohort study

Patients referred to secondary care for specialist respiratory review frequently undergo multiple hospital attendances for investigations and consultations. This study evaluated the potential of a preclinic telephone consultation and subsequent coordination of tests and face-to-face consultations to reduce hospital visits. Total hospital attendances were recorded for three cohorts (participants, non-participants and comparators) for 6 months from first specialist contact. Patients completed the medical interview satisfaction scale-21 (MISS-21). The study showed that a preclinic telephone consultation can significantly reduce hospital visits over a fixed period without reducing patient satisfaction. In total, 20.8% of the participant group had three or more hospital attendances compared with 42.9% of the non-participant group (p = 0.001) and 44.7% of the comparator group (p = 0.002). Participants had fewer follow up visits and lower rates of non-attendance/late rearrangement of appointments. This service reduces unnecessary hospital visits, seems to improve patient compliance and may save costs associated with non-attendance and follow up consultations.

Impact of electronic messaging on the patient-physician interaction

Patients are interested in secure electronic communication with their health-care providers, but physicians have been slow to adopt the technique into their practice. We have therefore reviewed the literature on secure patient messaging. Relevant studies were identified by Medline search which produced 1065 publications. Of these, 71 relevant articles were read independently by two reviewers. Currently available messaging systems allow for asynchronous communication, physician reimbursement and automated supporting functions such as triaging of patient messages and integration of messaging into medical records. The review showed that patients are satisfied with the use of secure physician messaging systems and find such services to be convenient, time-saving and useful. Physicians do not report adverse effects from their use. Legal concerns with electronic messaging include compliance with privacy standards. The economic benefits of secure messaging systems are most immediately apparent for larger health-care groups and hospitals, although smaller practices will also benefit in the long run. Secure patient-physician messaging is a convenient and useful addition to the health-care infrastructure. It can be expected that the identification of secure providers, integration with reimbursement systems and initial uptake by larger health-care organizations will speed up the adoption into routine health care.

A randomised controlled trial of the effect of automated interactive calling combined with a health risk forecast on frequency and severity of exacerbations of COPD assessed clinically and using EXACT PRO

BACKGROUND

We have developed a winter forecasting service to predict when patients with COPD are at higher risk of an exacerbation and alert them via an automated telephone call.

AIMS

To assess the effect of the service and its ability to predict periods of increased risk.

METHODS

A 4-month prospective randomised controlled trial using clinical criteria and the EXACT PRO questionnaire to identify exacerbations. Patients were randomly allocated to receive alert calls. All patients completed a diary including the EXACT PRO questionnaire on a BlackBerry Smartphone each day. They were contacted and assessed if they appeared to be exacerbating.

RESULTS

79 patients participated, 40 received alert calls. The exacerbation frequency per patient per week was significantly greater during periods of predicted high risk (0.086 ± 0.010 v 0.055 ± 0.010). The exacerbation frequency (± standard error of the mean, SEM) in patients receiving alert calls was lower (0.95 ± 0.27 v 1.17 ± 0.29) but this was not statistically significant. Fewer patients receiving alert calls had one or more EXACT event compared to the controls (34% v 53%, p=0.11), their duration was shorter (8.2 ± 2.0 v10.1 ± 1.9 days, p=0.481) and they were less severe (AUC 65 ± 21 v 115 ± 22, p=0.118). There were no significant differences in the mean change (± SEM) in SGRQ scores between the groups.

CONCLUSIONS

The ability of the forecast to predict high risk periods was confirmed unequivocally. Alert calls appeared to reduce the frequency and severity of exacerbations but these effects did not reach statistical significance, perhaps because of the number of participants, lower than expected exacerbation rates, and the fact that there was contact with patients in both groups whenever they appeared to be exacerbating.

Towards a Personal Health Management Assistant

We describe design and prototyping efforts for a Personal Health Management Assistant for heart failure patients as part of Project HealthDesign. An assistant is more than simply an application. An assistant understands what its users need to do, interacts naturally with them, reacts to what they say and do, and is proactive in helping them manage their health. In this project, we focused on heart failure, which is not only a prevalent and economically significant disease, but also one that is very amenable to self-care. Working with patients, and building on our prior experience with conversational assistants, we designed and developed a prototype system that helps heart failure patients record objective and subjective observations using spoken natural language conversation. Our experience suggests that it is feasible to build such systems and that patients would use them. The system is designed to support rapid application to other self-care settings.

The demographic bias of Email as a survey method in a pediatric emergency population

Email has been considered as a communication medium between patients and clinicians in pediatric emergency departments, but the demographic bias involved in using email has not been fully explored. We developed a paper based survey to explore access, willingness to participate and the demographic bias of email within our parent population.

METHODS

To 1733 possible subjects, 1200 surveys were distributed with a return of 1018, a survey response rate of 85%, and a population response rate of 59%.

RESULTS

Subjects from families with incomes less than $60,000 per year had lower access rates (OR=0.40, 95% CI [0.25, 0.62]), as did those with lower education (OR=0.37, [0.17, 0.81]). Employment outside of the home was associated with increased email access rates (OR=1.79, 95% CI [1.19, 2.70]). Visible minority status was associated with an increased willingness to participate (OR=1.84, 95% CI [1.10, 3.06]) as was low education (OR=2.12, 95% CI [1.04, 4.32]). The population of theoretical responders to an email based quality assurance process would have been significantly different from the base population of adults accompanying children to our emergency department as a result of these biases.

CONCLUSION

We have demonstrated a degree of demographic bias in email access rates, negatively affecting those individuals with lower income, less employment, and lower education. Email based surveys directed at parents in pediatric emergency departments should include questions on income, employment and education in order to permit those who analyze the data to correct for these variables. More research is needed to confirm these findings.

Telephone consultations in secondary care

OBJECTIVE

To determine the role of telephone consultations in respiratory medicine.

DESIGN

An observational study.

SETTING

Respiratory outpatients department in an inner London teaching hospital.

PARTICIPANTS

Five-hundred sequential patients attending three different outpatient respiratory clinics.

INTERVENTION

Substitution of the next intended consultation with a telephone consultation.

OUTCOME MEASURES

Proportion of patients suitable for telephone consultation, their availability when telephoned, length of consultation and patient satisfaction.

CONCLUSIONS

Telephone consultations are an effective alternative to traditional consultations in a third of respiratory patients attending for hospital follow-up. This style of consultation allows the option of not attending the hospital for a consultation and 23.9% had their consultation at their place of work.

Understanding reasons for asthma outpatient (non)-attendance and exploring the role of telephone and e-consulting in facilitating access to care: exploratory qualitative study

OBJECTIVE

To understand factors influencing patients' decisions to attend for outpatient follow up consultations for asthma and to explore patients' attitudes to telephone and email consultations in facilitating access to asthma care.

DESIGN

Exploratory qualitative study using in depth interviews.

SETTING

Hospital outpatient clinic in West London.

PARTICIPANTS

Nineteen patients with moderate to severe asthma (12 "attenders" and 7 "non-attenders").

RESULTS

Patients' main reasons for attending were the wish to improve control over asthma symptoms and a concern not to jeopardise the valued relationship with their doctor. Memory lapses, poor health, and disillusionment with the structure of outpatient care were important factors implicated in non-attendance. The patients were generally sceptical about the suggestion that greater opportunity for telephone consulting might improve access to care. They expressed concerns about the difficulties in effectively communicating through non-face to face media and were worried that clinicians would not be in a position to perform an adequate physical examination over the telephone. Email and text messaging were viewed as potentially useful for sending appointment reminders and sharing clinical information but were not considered to be acceptable alternatives to the face to face clinic encounter.

CONCLUSIONS

Memory lapses, impaired mobility due to poor health, and frustration with outpatient clinic organisation resulting in long waiting times and discontinuity of care are factors that deter patients from attending for hospital asthma assessments. The idea of telephone review assessments was viewed with scepticism by most study subjects. Particular attention should be given to explaining to patients the benefits of telephone consultations, and to seeking their views as to whether they would like to try them out before replacing face to face consultations with them. Email and text messaging may have a role in issuing reminders about imminent appointments.

The asthma consultation: what is important?

Sufficient time and effective communication are the main requirements in an ideal asthma consultation. One way of using limited time effectively is for patients to be offered more information prior to the consultation. Physician-patient communication during the consultation may be improved by patients receiving, in advance, pertinent information related to their appointment and leaflets may be used to encourage patients to list any questions, fears or concerns prior to the consultation. Directing patients to appropriate internet sites may also facilitate information transfer. Time is frequently wasted when patients fail to attend their consultation. Sending a reminder letter or phoning to remind patients of their appointment has been shown to significantly reduce non-attendance rates. During the consultation, time can be used more effectively by ensuring that patients understand their treatment regimens, by improving communication between the doctor and patient and by organising asthma services in a manner acceptable to patients; this includes avoiding delays, having a doctor that listens and seeing the same doctor on each occasion. After the consultation, advice given to patients should be reinforced as studies suggest that patients' ability to recall information given to them may influence patient adherence and patient satisfaction. The whole professional team should be involved in order to manage better limited time effectively and information given to patients should be reinforced, either by post-consultation leaflet/letter or via telephone or email. Most importantly, correct performance of the inhalation manoeuvre should be regularly checked, patients should be taught and trained how to manage their own condition and should be offered convenient follow-up options, all of which should improve patient satisfaction and compliance.