Population/Stakeholders and Current Practices

Stakeholders:  Patient satisfaction is important to a variety of stakeholders

  • Healthcare organizations: Patient satisfaction survey called Hospital Consumer Assessment of Healthcare. Providers and Systems (HCAHPS) scores impact reimbursement.  
  • Providers and clinicians offering telehealth: The patient will use telehealth more if they feel satisfied with the quality of care of the appoinment, up to 83% of patients felt satisfied with provider relationship (Taneem, et al., 2019)
  • Insurance companies reimbursing for telehealth services: Patients more satisfied and would use telehealth services if it is reimbursed for.
  • Technology companies:  Patient satisfiction with applications, software, and hardware to support telehealth is important, otherwise patients would not purchase the products.
  • Legislature: Patient satisfaction will help to drive increased use of services requiring rules and regulations to support telehealth.
  • The Patient!!!  Patients were more satisfied with telehealth because they did not have to sit in a waiting room and wait for an appointment and they spent less time driving to and from an appointment (Holt, 2021; Dorsey et al., 2019).  


Current HHS Practices Associated with This Topic: Temporary Measures with Pandemic:


Telehealth Satisfaction in the Field of Nursing and OT

Practice Significance:  Access to technology and ease of use of technology can impact the delivery of nursing and occupational therapy services.  92% of patients had access to technology (Tasneem, 2019) to support telehealth.  Patient satisfaction can decrease when they find the use of the technology confusing.  J.D. Powers survey (2020) found that 17% of patients found the technology confusing to use and were not satisfied with using it.

Social Policy Significance:  How do healthcare organizations meet human needs during the pandemic while maintaining patient satisfaction?  Ensuring licensing requirements are in place to provide the telehealth services to patients based on the location of the provider and the patient.  Another option is for insurances to provide waivers to cover both audio or video telehealth services to allow those patients without the technology to be supported.  Community mental health centers prescribing controlled substances receive a waiver to prescribe patients in medication assisted treatment the prescriptions needed via telehealth services  (Jercich, 2020) to maintain continuity of care and patient satisfaction.  

Theoretical Significance: Change can be a difficult concept to embrace.  The patient and providers will have greater satisfaction with telehealth if there is a process that supports the change from in-person visits to telehealth visits.  Kurt Lewin's Change Theory (Burnes, 2020) can support the process using three stages, unfreezing, change, and refreezing the new process.  Unfreezing begins with preparing the stakeholders for the new process and looking at current processes and the new possibilities.  Change is when the new processes begin to be incorporated.  Once the new process is solidified, refreezing takes place and stakeholders are confident and satisfied with telehealth services.