Patient Experience of Telephone Consultations in Gynaecology: A Service Evaluation.

Khan, Zarnigar; Kershaw, Victoria; Madhuvrata, Priya; Radley, Tephen; Connor, Mary

OBJECTIVE To investigate patient perspective of telephone consultations (TCs) in gynaecology and identify which patients benefit most from a telemedicine system. DESIGN Service evaluation. SETTING Gynaecology outpatient services at a tertiary referral hospital. POPULATION Patients who received a TC during May and June 2020. METHODS Postal questionnaire combining 3 validated tools: QQ-10, Patient Enablement Index (PEI) and NHS Friends and Family Test (NHS-FFT). Quantitative data and free text responses were analysed. MAIN OUTCOME MEASURES Responses to QQ-10, PEI and NHS-FFT. RESULTS In total, 1307 patients were contacted and 504 patients responded (39%). Most (89%) described their experience as 'Very good' or 'Good' (NHS-FFT). Positive themes from responses included 'convenience', 'effectiveness' and 'equivalent care'. QQ-10 responses demonstrated a high Value score of 79 (0-100) and a low Burden score of 15. PEI scores suggested that most patients felt better or much better able to understand and cope with their condition following TC. The majority of patients (77%) would 'Strongly' or 'Mostly agree' to a repeat TC. Regarding patient outcomes, 21% were discharged and 71% required follow-up. Menopause, fertility, and endometriosis follow-up clinic patients benefited most from TC. Gynaecology-oncology patients found TC least acceptable. CONCLUSION We report a large questionnaire survey of patient experience of TC in Gynaecology. Telemedicine is convenient, acceptable, and effective for conducting care in selected groups. TC can support patients in communicating intimate symptoms.