P071 Survey of rheumatology patient satisfaction with telephone consultations during the COVID-19 pandemic

Background/AimsRheumatology departments were required to switch rapidly from faceto-face (F2F) to remote consultations during the COVID-19 pandemicin the UK. We conducted a patient satisfaction survey on the switch toinform future service development.MethodsAll patients [new (NP), follow-up (FU)] were identified between 1st to5th June 2020. Patients who attended or did not attend (DNA) a prebooked F2F consultation or cancelled were excluded. Of theremainder, half the patients was surveyed by phone using astandardised questionnaire and the other half was posted the samequestionnaire. Both groups were offered the opportunity to completethe survey online. Patients were surveyed on the organisation andcontent of the consultation, whether they were offered a subsequentF2F appointment and future consultation preference.Results233 consultations were scheduled during the study period. After 53exclusions (34 pre-booked F2F, 16 DNA, 3 cancellations), 180 eligibleconsultations were surveyed (85 via mailshot, 95 by telephone). 75/180patients (42%) responded within 1 month of the telephone consultation(20 NP, 47 FU, 8 missing).The organisation of the switch was positively perceived (Table).Patients were highly satisfied with 4 of the 5 consultation domains butwere undecided whether a physical assessment would have changedthe outcome of the consultation (Table).After the initial phone consultation, 7 of 20 NP and 19 of 47 FU werenot offered subsequent F2F appointments at the clinicians' discretion.Of those not offered subsequent F2F appointments, proportionallymore NP (3/7, 43%) would have liked one, compared to FU (5/19, 26%). Reasons included communication difficulties and a desire for adefinitive diagnosis. 48/75 (64%) would be happy for future routine FUto be conducted by phone ''most of the time" or "always'';citingpatient convenience and disease stability. Caveats were if physicalexamination was required or if more serious issues (as perceived bythe patient) needed F2F discussion.ConclusionPatients were generally satisfied with telephone consultations andmost were happy to be reviewed again this way. NPs should beoffered F2F appointments for first visits to maximise patient satisfaction and time efficiency.