Client Satisfaction and Experience With Telepsychiatry: Development and Validation of a Survey Using Clinical Quality Domains

• Published in: Journal of medical Internet research Vol. 22; no. 9; p. e19198
• Main Authors: Serhal, Eva, Kirvan, Anne, Sanches, Marcos, Crawford, Allison
• Format: Journal Article
• Language: English
• Published: Canada JMIR Publications 29.09.2020
• Subjects: Female; Humans; Male; Original Paper; Patient Satisfaction - statistics & numerical data; Psychiatry - methods; Referral and Consultation; Reproducibility of Results; Surveys and Questionnaires; Telemedicine - methods; patient satisfaction; telemedicine; quality of health care; psychiatry; mental health
• ISSN: 1438-8871; 1439-4456; 1438-8871
• DOI: 10.2196/19198

Telepsychiatry is an increasingly used model of mental health care that connects patients with psychiatrists at a distance via videoconference. Telepsychiatry is an effective clinical intervention that improves access to quality care in regions with limited resources or in clinical situations where in-person care is unavailable. This study aims to develop a validated survey tool to measure patient experience and satisfaction with telepsychiatry based on the quality of care domains. This study also seeks to understand which health service outcomes were most strongly correlated with overall satisfaction in the context of telepsychiatry. The survey created in this study was developed and validated with a panel of subject matter and process experts and was piloted with 274 patients who received clinical consultations through the TeleMental Health Program at the Centre for Addiction and Mental Health. Factor analysis was used to determine correlations between questions and quality of care domains and was also used to assess model fit. The study provides a validated survey to measure patient satisfaction and experience with telepsychiatry across 4 domains: access and timeliness, appropriateness, effectiveness, and safety. Both safety and access and timeliness were found to be statistically significant predictors of satisfaction in our sample. By situating patient satisfaction and experience within this framework, the survey facilitates patient data collection and interpretation through a clinical quality lens.