Rapid telehealth implementation into an otolaryngology practice during the COVID‐19 pandemic

Sharma, Arun; Bowman, Ryan; Ettema, Sandra L.; Gregory, Stacie R.; Javadi, Pardis; Johnson, Matthew D.; Butcher, Marissa L.; Mutua, Evans; Stack, Brendan C.; Crosby, Dana L.

OBJECTIVE: Report outcomes of rapid implementation of telehealth across an academic otolaryngology‐head and neck surgery department during the COVID‐19 pandemic. METHODS: This is a retrospective, single‐institution study of rapid deployment of telehealth during the COVID‐19 pandemic. Characteristics of patients were compared between those who agreed and those who declined telehealth care. Reasons for declining telehealth visits were ascertained. Characteristics of telehealth visits were collected and patients were asked to complete a post‐visit satisfaction survey. RESULTS: There was a 68% acceptance rate for telehealth visits. In multivariable analysis, patients were more likely to accept telehealth if they were being seen in the facial plastics subspecialty clinic (odds ratio [OR] 59.55, 95% confidence interval [CI] 2.21‐1607.52; P = .015) compared to the general otolaryngology clinic. Patients with Medicare (compared to commercial insurance) as their primary insurance were less likely to accept telehealth visits (OR 0.10, 95% CI 0.01‐0.77; P = .027). Two hundred and thirty one patients underwent telehealth visits; most visits (69%) were for established patients and residents were involved in 38% of visits. There was an 85% response rate to the post‐visit survey. On a scale of one to ten, the median satisfaction score was 10 and 99% of patients gave a score of 8 or higher. Satisfaction scores were higher for new patient visits than established patient visits (P = .020). CONCLUSION: Rapid implementation of telehealth in an academic otolaryngology‐head and neck surgery department is feasible. There was high acceptance of and satisfaction scores with telehealth. LEVEL OF EVIDENCE: 3.