Patient Experiences With Virtual Care During the COVID-19 Pandemic: Phenomenological Focus Group Study

• Published in: JMIR Formative Research
• Main Authors: Vernon R Curran, Ann Hollett, Emily Peddle
• Format: Article in Journal/Newspaper
• Language: English
• Published: JMIR Publications 2023
• Subjects: Medicine; R; Canada; Newfoundland
• Online Access: https://doi.org/10.2196/42966; https://doaj.org/article/1cde4fda01c74939856d920761626f2d

BackgroundVirtual care has expanded during the COVID-19 pandemic and enabled greater access and continuity of care for many patients. From a patient-oriented research perspective, understanding the patient experience with virtual care appointments is an important first step in identifying ways to better support patient use and satisfaction. ObjectiveThe purpose of this qualitative study was (1) to explore patients’ experiences and perspectives with the adoption and use of virtual care during COVID-19 in Newfoundland and Labrador, Canada, and (2) identify the education and informational needs of patients to inform future strategies for supporting patient use of virtual care. MethodsUsing a phenomenological approach, we conducted a focus group interview with a purposive sample of patient representatives representing a cross-section of the population of the province of Newfoundland and Labrador. Five patient representatives were recruited from the Newfoundland and Labrador Support Patient Advisory Council and participated in the focus group. The focus group was conducted in February 2022 via videoconferencing technology. Using thematic analysis, we identified several recurrent themes that described respondents’ experiences with the use of virtual care during COVID-19, as well as their perceptions of education and informational needs to support more effective patient use of virtual care. ResultsRespondents felt that virtual care is a beneficial addition to the health care system, enabling greater convenience and access to health care services. Key barriers and challenges in adopting and using virtual care appear to primarily arise from patients’ lack of knowledge, understanding, and familiarity with respect to virtual care. Cost, technological access, connectivity, and low digital literacy were challenges for some patients, particularly in rural communities and among older patient population. Patient education and support were critical and needed to be inclusive, easy to understand, and include information regarding ...