Telehealth after lockdown: evaluating a regional urological telehealth service before and after the pandemic.

Abstract

Background: The COVID-19 pandemic facilitated the rapid uptake of telehealth Australia wide. To date, no studies have analysed patient perceptions of a regional urological telehealth service before and after the pandemic. With over 10 years of experience delivering telehealth to Southwest Victoria, we aim to highlight the benefits, limitations and progress of a regional urological telehealth service.

Methods: Regional patients living within Western Victoria who participated in our 2017 survey and continued their urological telehealth consultations throughout 2021-2023 were invited to participate in our 2023 survey. Questions were both short answer and multiple choice. Seventy-eight patients met inclusion criteria, and 42 responses were returned. Data analysis utilized a mixed methods approach.

Results: Overall patient perceptions were favourable in 2017 and improved throughout the Pandemic. The greatest improvements were seen within the performance areas: overall satisfaction, technological aspects, comprehension and financial benefits. Following the pandemic, the distance patients were prepared to travel for face-to-face reviews decreased and preferences for telehealth compared to face-to-face consultations increased by almost 20%. However thematic analysis revealed loss of personalized care, technological faults, fixed beliefs and unsuitable appointments as limitations of this model of care.

Conclusion: Patients' perspectives of a regional urological telehealth service were overwhelmingly positive highlighting the vital place of urological telehealth in the delivery of equitable urological healthcare to a regional population. Overall, post COVID-19 there were improved patient perceptions of a telehealth service and its role in providing regional patients with the provision of timely, supportive and high-quality urological care.