Authors (including presenting author) :
LUI PSG (1)
Affiliation :
Dietetics Department, North District Hospital (1)
Introduction :
Telehealth is a practical way to ensure the provision of timely Dietetics services for continuity of care, reduce default rates, improve outcome and lower economic burden since the COVID-19 pandemic. ‘New technology acceptance theory’ dictates factors affecting individual’s acceptance to new technologies (perceived benefits, existing technological knowledge etc). Patient and staff satisfaction evaluations are the first steps identifying and overcoming barriers in acceptance, driving changes and improving technological advancement in healthcare.
Objectives :
To evaluate patient and staff satisfaction and technological acceptance of the newly implemented Hospital Authority corporate platform ‘HAGO TELEHEALTH’ in Hong Kong. (1) Patient and care-giver’s satisfaction and experience (2) Staff (Dietitians and supporting staff)’s perspective and experience on delivery and handling of Dietetics telehealth service
Methodology :
Dietetics consultation via ‘HAGO TELEHEALTH’ was offered between May 2023-Nov 2023. Registration, payment, consultation and next appointment booking were enabled on the platform. (1) Patient Experience: 37 Patient Satisfaction Surveys were collected (4 questions on a Likert scale of Strongly Agree to Strongly disagree). (2) Staff Experience: 9 System Usability Scale (SUS) surveys were completed to evaluate staff experiences upon delivery of dietetics telehealth service to patients. The SUS is an internationally recognized 10-question Likert scale questionnaire (5 answers ranging from Strongly Agree to Strongly disagree) targeted at the ease of use (or lack thereof) of a system.
Result & Outcome :
Patient Experience: The 37 patients were aged 51-70years (45.9%), 31-50 years (18.9%), <18 years (16.2%), >70 years (13.5%) and 19-30 years (5.4%). Convenience: 67.6% strongly agreed and 32.4% agreed that telehealth is more convenient than in-person attendance. Technical aspect: 45.9% extremely satisfied, 40.5% satisfied and 13.5% average satisfaction towards the clarity of sound/education delivered and internet stability. Overall flow (instructions given, waiting times and booking arrangements): 43.2% extremely satisfied, 40.5% satisfied, 16.2% average satisfaction. Overall, 43.2% of the patients extremely satisfied, 51.4% satisfied, 5.4% average satisfaction to our service. None of the patients reported any dissatisfaction. Staff Satisfaction: Mean total score: 68 (Adjective Grading B/C = Okay to Good) on the System Usability Scale with feedback being mostly positive. Most concerns were also related to technical problems, worried about patient’s waiting time and needing to learn a lot about the system before feeling confident enough to use it. Strategies implemented within department: a) Promotional Campaign: handout leaflets, posters with QR code placed all around clinic b) HAGO Telecare Ambassador Program: to provide assistance to patients with installation of HAGO, collect feedback, seek help from corporate HAGO application team and report back at department meetings to discuss concerns and find solutions to improve staff confidence. c) Liaison with Community: to liaise with district rural committees and local village offices (鄉公所) to provide technical assistance to local villagers during telehealth sessions. In summary, technological determinism is the idea that technology can play a part in shaping societal changes; including the healthcare sector. With the implementation of the new HAGO Telehealth at our Dietetics department, patients are given a new and alternate option to receive Dietetics service- especially for those bedbound or need heavy assistance in mobility. Patient Satisfaction Surveys and the System Usability Scale can help improve technology acceptance and enhance quality of healthcare services. Regular conduction of such evaluations and continuous quality reviews would be one of the first steps in improving technological advancement in the healthcare setting.
