Satisfaction with the use of telehealth during COVID-19: An integrative review
Author
Andrews, Elizabeth
Berghofer, Kendall
Long, Julie
Prescott, Amber
Caboral-Stevens, Meriam
Institutions
Abstract
Background: The novel coronavirus (COVID-19) pandemic has defined 2020 thus far. Businesses,
social and religious gatherings, travel, and almost all forms of transportation shut down to halt
the spread of COVID-19. People were ordered to quarantine in place, and the world appears to go
into a standstill. In the midst of being quarantined people with acute and chronic conditions still
require medical care and treatment. An alternative way for people to receive needed health care
was necessary. Hence, we saw an unprecedented surge in telehealth. With this unprecedented
surge in use of telehealth, there is matter of delivering quality care.
Objective: Guided by the Donabedian Model, the purpose of this integrative review was to examine
current evidence on patient and healthcare provider’s satisfaction with the use of telehealth during
the COVID-19 pandemic.
Design: An integrative review of the literature
Data sources: The literature review was conducted utilizing PubMED, CINAHL, Google Scholar
and Cochrane Library databases. Inclusion criteria were studies published from January 2020 to
July 11, 2020, published and translated in English language, and studies that evaluated patients
and providers satisfaction with the use of telehealth or telemedicine during COVID-19. Eighteen
articles were included in this review.
Review methods: An evaluation matrix was developed to collect data from the included articles.
The articles were appraised using Fineout-Overholt & Gallagher-Ford Rapid Critical Appraisal
Checklist for Descriptive Studies and Rapid Critical Appraisal of Evidence-Based Practice Implementation or Quality Improvement Projects (Melnyk & Fineout-Overholt, 2015). Authors independently appraised each article using the appropriate appraisal tools.
Results: Ten of the articles (53%) included were studies conducted in the United States. Sixteen
out of 18 studies evaluated patient satisfaction and five studies examined healthcare providers’
satisfaction with the use of telehealth. The majority of telehealth services offered were by subspecialists. Overall, patients and healthcare providers have high level of satisfaction with the
use of telehealth during COVID-19 pandemic. Many patients and healthcare providers reported
willingness to continue using telehealth after the pandemic.
Conclusion: This integrative review provided additional evidence on patient and healthcare
provider’s satisfaction with the use of telehealth. Findings in this review may not be surprising as individuals, healthcare providers, and health systems needed to adopt the use telehealth
due to necessity. However, the results for telehealth are promising.