Veterans Comfortable With Telemedicine at The Royal

  Each year we see more client-centered evidence in support of receiving services by telemedicine. It’s important that we continue to integrate our customer’s experience into our ever-growing diversity of telemedicine services. Our most recent feedback comes from our successful Operational Stress Injury Program, a huge source of pride for our Telemedicine Program.

  The Royal Ottawa Health Care Group (ROHCG) Operational Stress Injury Clinic (OSI) is a joint initiative funded by the Veterans Affairs Canada and operated by The Royal. It is also a part of Veteran’s Affairs Canada’s national network of operational stress injury clinics. It is fundamentally designed to connect an innovative, specialized mental healthcare provider and telemedicine leader to the support network of service men and women living with service-related operational stress injuries. The tragic reality of serving our nation is that many of Canada’s veterans are not the same people upon returning home as they were when they embarked on their mission to serve their country. Operational Stress Injuries (OSI) can reduce even the toughest Canadian from proud service to suffering and isolation.

 

  The client feedback was presented at a Young Researchers Conference here at The Royal on March 23^rd. Let’s call it a mid-term report. The clinic received evaluations from 19 of the 44 sessions that occurred over a six week period. Our clients connected to the OSI clinicians from their Ontario communities in Pembroke, Kingston, Petawawa, and Timmins. If you’re not familiar with the region, the shortest drive would be Kingston-Ottawa at approximately 2-3 hours, and the longest would be Timmins-Ottawa which safely would be a two-day drive.

  The survey contained 12 experiential questions; possible responses were strongly agree (SA), agree (A), disagree (D), and strongly disagree (SD). The questions related to the overall clinical experience, the quality of the accommodations at the patient’s site, and the technical quality.

  Most important to us are the clinical experience questions, and once again the early results validate our efforts and remain consistent with most general telemedicine client feedback. Here is what they have told us:

*       I was able to discuss my concerns with the clinician through telemedicine (SA=57.9% / A=42.1% / D=0% / SD=0%)

*        I was satisfied with the quality of care.

(SA=68.4% / A=31.6% / D=0% / SD=0%)

*        It was more convenient using telemedicine to see my clinician                                        

(SA=58.6% / A=47.4% / D=0% / SD=0%)

*        Overall, I was satisfied with the telemedicine session                                        

(SA=63.2% / A=36.8% / D=0% / SD=0%)

  Those results are as close to a perfect testimonial imaginable. But this question is more of a reality check:

*        I would rather have seen the clinician in person for this session

(SA=10.5% / A=31.6% / D=47.4% / SD=10.5%)

 

 The numbers will help us focus on some improvements. Approximately 15% expressed some concern about privacy. I’d like to remove those concerns. There were also some concerns about audio quality, problems hearing their clinician. It reminds us that we always have to do everything possible to support our telemedicine partners who work on behalf of our clients by graciously accommodating our consultations.

  These findings will be part of our full story behind our Operational Stress Injury telemedicine program that we’ll present at e-Health 2012 in Vancouver this May. If you’re not at that event, contact us and we’d be happy to share.

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