More insurance companies have begun to cover telemedicine visits, which means more patients and healthcare providers are skipping the in-office experience for virtual consultations.
Even after the Coronavirus pandemic, more healthcare providers will continue to offer telehealth as an option, which means patients’ are sure to have their opinions about telemedicine.
Telemedicine satisfaction surveys are essential in understanding and improving the provider-patient relationship, especially as technology continues to evolve in the healthcare industry.
In this blog post, Drive Research, a healthcare market research firm, will explain the top 10 questions healthcare organizations should include when surveying patients regarding their experience using telemedicine.
Example Telemedicine Survey Questions
With every market research study, our team customizes survey questions based on the specific goals and objectives of the healthcare organization.
That's why every project starts with a kickoff meeting. It is typically a half-hour to an hour meeting where we go over introductions, project time expectations, and most importantly your team's objectives.
It is an important step in the process because it assures your voice is heard and represented through the survey script. We do not offer a templated set of questions, but instead, write a questionnaire that is representative of your unique needs.
Although all of our telemedicine survey questions are custom-written, we can provide an overview of the types of questions we recommend.
These are based on our past experiences working with healthcare organizations and how they've used the results from the insights derived from the survey.
The telemedicine survey questions every healthcare organization should consider include:
- Why did you choose telemedicine for your most recent visit?
- Would you recommend using telemedicine to a family member or friend?
- Overall, how would you rate your most recent experience using telemedicine?
- How likely are you to choose telemedicine for your next appointment?
- Were you seen within 15 minutes of your scheduled appointment time?
- How would you rate the amount of time your healthcare provider spent with you?
- Did you feel your privacy was respected during your telemedicine visit? Why or why not?
- How satisfied were you with your provider’s thoroughness while using telemedicine?
- Did you experience any technical difficulties while using telemedicine? If yes, please explain.
- Did your healthcare provider give you easy-to-understand instructions?
Below, Drive Research explains the reason to include these questions.
Why did you choose telemedicine for your most recent visit?
For healthcare practices, this is an important question to ask when trying to determine when to offer telemedicine visits.
Depending on answer options, your healthcare team will be able to better understand the important factors in the patient decision-making process.
Some example answer options may include:
- Visit type (i.e., sick or well-check)
- Health/safety (i.e., immunocompromised)
- Location/distance to the office
- Save time
- Frequency of visit (i.e., monthly check-in)
Would you recommend using telemedicine to a family member or friend?
Net Promoter Score (NPS) is a common question type used in market research and should certainly be used in healthcare.
NPS is an excellent way to measure your patients’ perception of how your practice is utilizing telemedicine.
In addition, NPS is a great indicator of growth, meaning if patients are promoters (score 9 or 10) rather than passives (score 7 or 8) and detractors (score 0 to 6), your healthcare practice may be able to interpret the increasing preference and meet the need for telemedicine as opposed to in-office visits.
To learn more about net promoter score, watch this short video.
Overall, how would you rate your most recent experience using telemedicine?
This question gives healthcare providers the ability to see telemedicine from the patients’ perspective.
Allowing patients’ the opportunity to rate their most recent experience using telemedicine gives a lot of insight into how patients are liking or disliking telemedicine overall.
How likely are you to choose telemedicine for your next appointment?
Similar to NPS, this question offers valuable insight into the patient decision-making process.
Asking patients if they would choose to use telehealth again for their next appointment allows your practice to determine if patients are enjoying telemedicine and if they want to continue using it.
This question also allows healthcare professionals to better understand the demand for virtual visits as opposed to in-office visits.
Were you seen within 15 minutes of your scheduled appointment time?
For patients using telemedicine, asking about the length of time spent in the virtual waiting room is important in understanding how wait times impact patient satisfaction.
This question can help healthcare practitioners balance providing thorough, quality healthcare and shorter wait times.
If in-person, a long wait time is typically expected, regardless of how frustrated they may be. However, for remote appointments, there is more of an expectation that their consultation will start exactly on time.
It's treated like a Zoom meeting where it would be extremely unprofessional if someone was late to a client call.
How would you rate the amount of time your healthcare provider spent with you?
When using telemedicine, patients want to feel they’re receiving the same quality of care that they would receive in a doctor’s office.
It is important that their health concerns are taken seriously. Because consultations are done virtually, it requires the patient to provide descriptive answers to your in-depth questions.
Asking patients if they feel their healthcare provider spent enough time with them is crucial in improving and maintaining a high quality of healthcare while using telehealth.
If the survey shows that the consultation was too short, or they felt rushed, this might be an indicator that you need to factor in for longer appointment times.
Did you feel your privacy was respected during your telemedicine visit? Why or why not?
In nearly every telehealth visit I’ve had so far, my healthcare provider has mentioned HIPAA.
My doctor tells me where they are, who is around them, and mentions that those around me may also be able to hear our conversation.
Asking patients if they feel their privacy was respected during their virtual appointment helps to ensure patients feel comfortable using telemedicine and discussing their health via video chat.
This question also helps identify opportunities for improvement when it comes to patient privacy and security.
How satisfied were you with your provider’s thoroughness while using telemedicine?
Asking patients if they feel satisfied with their healthcare provider’s thoroughness while using telemedicine might be one of the most important questions to ask.
For example, talking to a healthcare provider on the phone is a completely different experience than an in-office visit.
There are certain limitations to telehealth, and this question is essential to identifying and creating solutions for those restrictions.
Did you experience any technical difficulties while using telemedicine? If yes, please explain.
In many cases, while using telemedicine, there are factors outside of your control as a healthcare practice.
Asking patients about any difficulties they experienced while using telemedicine is extremely important to improving the patient experience. Asking about technical problems experienced can identify issues early on.
The technical difficulties that are realized through such a question may identify opportunities for your healthcare practice, such as providing more clear login and usage instructions or switching telemedicine software providers.
Did your healthcare provider give you easy-to-understand instructions?
When a patient comes in for an in-office appointment, it’s easy to print out a diagnosis and send them on their way to the pharmacy. However, telemedicine lacks the in-person element, which creates some room for patient confusion.
This question is important in understanding how to meet patient needs most effectively so they understand what to do next.
A great follow-up to this question might be what the patient’s communication preferences are so they’re able to send them their diagnosis and treatment information in the most convent way for the patient.
More Telemedicine Satisfaction Questionnaire Tips
Drive Research has a strong understanding of market research within the healthcare industry.
When it comes to patient satisfaction surveys, our full-service market research firm has learned a thing or two about increasing response rates and collecting high-quality data.
1. Follow-up Quicky
Waiting too long after a telehealth appointment to send out a patient satisfaction survey leaves room for error.
Sending the survey immediately after the telehealth appointment allows the patient to answer the questions while their experience using telemedicine is still top of mind.
2. Focus on a Few Key Objectives
Keeping patient satisfaction surveys short and to the point creates a much more positive experience for respondents.
This means patients will be more likely to take their time and respond carefully to each question.
3. Offer Incentives for Survey Completion
Offering incentives for survey completion, such as the opportunity to enter a drawing for a $50 Visa gift card, is a great way to boost response rates and collect feedback from more patients.
This gives your healthcare practice more feedback to work with, allowing you to make more effective decisions regarding patient satisfaction.
As a national market research company specializing in healthcare organizations, Drive Research is experienced in conducting qualitative and quantitative studies for providers across the country. Most commonly, our team creates custom telemedicine satisfaction surveys to provide unique and action-driven insights.
Interested in learning more about our services? Contact us today!
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Elizabeth has a curious mind and is never afraid to ask “why?” She discovered her passion for research and exploring data while completing her bachelor’s degree at Marist College. As a researcher, she believes you’re never truly done learning.