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

Introduction Due to the coronavirus pandemic, healthcare providers are under pressure to adapt services to remove the need for face-to-face consultations, while also maintaining a high standard of care. This study aimed to investigate patient perspectives of telephone consultations (TCs) in gynaecology and to identify patients who may benefit most from a telemedicine system. Methods A service evaluation of gynaecology outpatients receiving TC at a tertiary referral hospital was conducted. Postal questionnaires combining 3 validated tools: QQ-10, Patient Enablement Index (PEI) and NHS Friends and Family Test (NHS-FFT) were used. Qualitative and quantitative data were analysed. Results A total of 1307 patients were contacted, and 504 patients responded (39%). Most patients (89%) described their experience as 'Very good' or 'Good' (NHS-FFT). Positive themes from patient responses included 'convenience', 'effectiveness' and 'equivalent care'. QQ-10 responses demonstrated a high Value score of 0.79 (0-1) and a low Burden score of 0.15 (maximum value score 1, highest achievable burden score 0). 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. Patients attending menopause, fertility and endometriosis follow-up clinics benefited most from TC. Gynaecology-oncology patients found TC least acceptable, mainly due to the absence of physical examination. Conclusion We report the largest qualitative and quantitative study of patient experience of TC in gynaecology. Telemedicine is a convenient, acceptable and effective medium for conducting patient care in selected groups. TC can also support patients in communicating intimate symptoms to clinicians.