Aim: To evaluate the use and experiences of patients and clinicians before and after implementing structured video telehealth workflows in outpatient cancer services at an Australian tertiary hospital during the COVID-19 pandemic.
Methods: Video telehealth usage data was collected from before and after implementation of structured workflows. Surveys using 5-point Likert scales and open-ended questions assessed participants' satisfaction, logistics, challenges, and preferences regarding video telehealth. Descriptive analysis was conducted for quantitative responses, while content thematic analysis was used for qualitative responses.
Results: Data was collected between October 2020 and December 2021. Video telehealth usage increased from 15.1% of appointments before to 38.8% after implementation of structured workflows. One hundred and seventy-eight survey responses were received (patients: 136, clinicians: 42). Patients had high satisfaction with video telehealth experience (4.54 ± 0.81). Over half of patients (58.1%) valued the decreased need to travel. Clinicians felt video telehealth was appropriate in certain circumstances (4.48 ± 0.51) and preferred it to telephone telehealth (4.01 ± 0.67). Clinician satisfaction with video telehealth increased post-implementation of structured workflows (before: 3.06 ± 0.34; after: 3.98 ± 0.45). Thematic analysis of patient responses indicated that video telehealth was helpful for routine check-ups and test result reviews. Patients reported improved healthcare access, convenience, and safety, particularly due to the reduced risk of COVID-19 transmission. Clinician responses indicated challenges around technical difficulties and initial resistance to change. Video telehealth was considered less ideal than face-to-face reviews when physical examinations were required, or when addressing specific cultural, language, or emotional needs.
Conclusion: Implementation of structured workflows increased video telehealth use in outpatient cancer services, enhanced access, convenience, and safety for patients, and improved efficiency for clinicians. Further refinement of workflows will minimise logistical barriers and improve user experiences.