Leveraging User Experience to Improve Video Consultations in a Cardiology Practice During the COVID-19 Pandemic: Initial Insights

Leveraging User Experience to Improve Video Consultations in a Cardiology Practice During the COVID-19 Pandemic: Initial Insights

During the coronavirus disease (COVID-19) pandemic, cardiologists have attempted to minimize risks to their patients by using telehealth to provide continuing care. Rapid implementation of video consultations in outpatient clinics for patients with heart disease can be challenging. We employed a des...

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Bibliographic Details
Published in:Journal of medical Internet research Vol. 22; no. 6; p. e19771
Main Authors: Vandekerckhove, Pieter, Vandekerckhove, Yves, Tavernier, Rene, De Jaegher, Kelly, de Mul, Marleen
Format: Journal Article
Language:English
Published: Canada JMIR Publications 25-06-2020
Subjects:
Ambulatory Care Facilities
Betacoronavirus
Cardiology - methods
Coronavirus Infections - epidemiology
COVID-19
Delivery of Health Care
Hospitals
Humans
Pandemics
Pneumonia, Viral - epidemiology
Referral and Consultation
SARS-CoV-2
Telemedicine - methods
Viewpoint
COVID-19
telemedicine
user experience
patient
cardiology
design thinking
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Summary:During the coronavirus disease (COVID-19) pandemic, cardiologists have attempted to minimize risks to their patients by using telehealth to provide continuing care. Rapid implementation of video consultations in outpatient clinics for patients with heart disease can be challenging. We employed a design thinking tool called a customer journey to explore challenges and opportunities when using video communication software in the cardiology department of a regional hospital. Interviews were conducted with 5 patients with implanted devices, a nurse, an information technology manager and two cardiologists. Three lessons were identified based on these challenges and opportunities. Attention should be given to the ease of use of the technology, the meeting features, and the establishment of the connection between the cardiologist and the patient. Further, facilitating the role of an assistant (or virtual assistant) with the video consultation software who can manage the telehealth process may improve the success of video consultations. Employing design thinking to implement video consultations in cardiology and to further implement telehealth is crucial to build a resilient health care system that can address urgent needs beyond the COVID-19 pandemic.
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ISSN:1438-8871
1439-4456
1438-8871
DOI:10.2196/19771