Assessing contributing and mediating factors of telemedicine on healthcare provider burnout

Abstract

Objective

The prevalence of burnout among healthcare providers has been steadily increasing, with a call to action issued in 2019. Immediately following this call to action, the COVID-19 pandemic drastically changed demand. Use of telemedicine expanded in response to COVID-19 and changed the experience of care delivery for healthcare providers. The impact of telemedicine use during COVID-19 on provider well-being is less well known. This study aims to assess the prevalence of burnout in providers who used telemedicine and to better understand which aspects of telemedicine exacerbate or alleviate provider burnout.

Methods

Providers in urgent care clinics were invited to participate in a burnout assessment survey using the Maslach Burnout Inventory questionnaire. The prevalence of burnout, burnout profiles, and correlations were analyzed in the resulting data. Follow-up interviews provided further insight on contributing and mediating factors of telemedicine on provider burnout.

Results

Survey results showed that 25 % of the respondents reported one or more burnout manifestations. Contributing and mediating factors were categorized to provide a framework to understand the risk and benefits this technology can pose to workplace stress.

Discussion

The findings from this study provide technology- and organizational-level recommendations to prevent increased risk of burnout among telemedicine providers. Future research recommendations to better quantify the relationship between burnout and telemedicine use and to effectively design intervention and implementation strategies are discussed.

Public interest summary

Considering the high rates of burnout in the healthcare industry prior to the pandemic, the severe demands the COVID-19 pandemic had on healthcare workers, and the drastic workflow changes due to the widespread adoption of telemedicine, it is important to assess current provider burnout levels and collect frontline clinician insights on how telemedicine positively or negatively influences workplace stress. A survey was administered to assess burnout in healthcare workers who provided care via telemedicine. Interviews provided additional insight on how telemedicine affected workplace stress. Survey results showed that 25 % of the respondents reported one or more manifestations of burnout. A correlation was found between personal accomplishment scores and reported months of telemedicine use. Interview and literature findings identified telemedicine design and use characteristics that contributed to and/or alleviated burnout. Results address how organizations can best support their employees who administer care via telemedicine and recommend future studies for research.