Patient Experience Survey in a Corneal Service Conducted by Remote Consultation

Figures & data

Figure 1 Patient satisfaction telephone survey questions.

Table 1 Patient Demographics

	Video	Telephone	Total
Number of responses	25	26	51
Mean age (years)	57.7	66.9	62.4
Age range (years)	26–91	40–84	26–91
Sex, female n(%)	72	58	65
Sex, male n(%)	28	42	35

Figure 2 Patient responses for patient satisfaction (%).

Figure 3 Patient responses for satisfaction with subsequent remote consultation (%).

Figure 4 Patient preference for physical face-to-face appointment versus remote appointment.

Table 2 Main Themes Identified and Patient Responses

Patient Satisfaction	Conveniency	Lack of Clinical Examination	Good Given Current COVID Pandemic
It was absolutely fine. We do this all the time with working now and it has become the norm. My eye was settled so it was fine however if my eye flared up then I would want to be seen.	I am in the extremely vulnerable group and so it worked really well. If I start getting problems then I think I would prefer to be seen in person. I think it is nice to see somebody in person but I do not think it is a necessity.	He was not able to check eye pressure and I would have wanted this to be checked.	Every now and again, 2 to 3 months, it would be good to use the equipment you have at the hospital. A phone call every now and then would be good.
I have had both video and telephone consultations and they work well.	Saved a lot of time for how long I was on the phone call.	I would prefer to be seen in person if it is feasible due to the lack of investigations or inspection that is normally carried out that is not possible online.	Moving forward I would not want that all the time but how things are at the moment it was very good. Prompt and worked well in the current situation.
She asked all the questions that needed to be asked. Very well thought out and clever way of doing it in some questions being prompted to answer.	I would not have come in if it was a face-to-face appointment as I am 83 and I have breathing difficulties and the virus going about. I was isolating anyway.	I do not see how it could work well for an eye examination as obviously cannot do that over the telephone.	There is a role for face to face however I think this is the future. The first appointments need to be face to face for physical examination however follow-ups can be in this method
Really clear and good conversation. Connection was fine and I could see the consultant well.	It was a lot more convenient. The consultation was 15 minutes out of my day and saved me a couple of hours. The only downfall is cannot examine your eyes.	I am happy with it apart the fact that it is looking at your eyes, you cannot do that over the phone.	As long as I can get access to the clinic if I need it. I always prefer to be seen face to face but given the circumstances it is understandable.
All was very good. Staff did follow appointment up to make sure I was available before the appointment.	I would not have attended in person as I am diabetic and have kidney problems. I am not keen to go out. I was quite happy with the video call.	You can always ask more questions and they more than likely would do an examination so that would make me feel better but things like COVID cannot be helped.	Given the current circumstances it is understandable to use this service but I would prefer to have a hospital appointment.