Day-of-Surgery Video Calls and Phone Calls Increase Patient Satisfaction with Outpatient Surgery Experience: A Randomized Controlled Trial of Postoperative Communication Modalities

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研究概要

Two hundred and fifty-one patients scheduled for an out-patient surgery were randomized to receive a day-of-surgery video call (n=71), voice call (n=118), or no-contact (n=61). The primary outcome of interest was patient satisfaction measured using the Consumer Assessment of Healthcare Providers and Systems Surgical Care (S-CAHPS) survey. An additional survey was used to assess the likelihood of recommending the surgeon, patient information level regarding the care plan, and the opinion of surgeon. Outcomes were assessed 1 week post-operation. Results revealed statistically significantly favourable S-CAHPS scores in both the video group and phone group compared to the no contact group (p<0.001 for both). However, there was no statistical difference in S-CAHPS scores between the video and phone group (p=0.448). When asked to rate satisfaction with overall care, a statistically significantly greater proportion of patients in the video group (85.9%) rated the highest response compared to both the phone group (71.8%; p=0.04) and no contact group (60.7%; p=0.002). No statistical difference in patient satisfaction with overall care was observed between the phone and no contact groups (p=0.197). The percentage of patients who would recommend the surgeon was statistically significantly higher in the video and phone groups compared to the no contact group (p<0.001; p=0.003, respectively), as well as statistically significantly higher in the video group compared to the phone group (p=0.018). The percentage of patients who felt informed regarding the care plan, as well as the percentage of patients who reported a top response for surgeon opinion, was statistically significantly higher in the video and phone groups compared to the no contact group (p<0.001 for all).