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Revista Médica del Uruguay

Print version ISSN 0303-3295On-line version ISSN 1688-0390

Abstract

CAMEJO, Natalia et al. Evaluation of the effectiveness of telephone consultations and the level of satisfaction of patients assisted at the Mastology Teacher Assistance Department with this modality during the COVID health emergency. Rev. Méd. Urug. [online]. 2021, vol.37, n.4, e301.  Epub Dec 01, 2021. ISSN 0303-3295.  https://doi.org/10.29193/rmu.37.4.8.

Introduction:

in March 2020, a national health emergency was declared due to the COVID-19, what resulted in changes in the organization of health services. One of the objectives of this restructure was to minimize in person consultations and to promote telephone consultations. that took place was a reduction in face-to-face consultations (FTFC), and the promotion of telephone consultations (TC).

Objective:

to evaluate the effectiveness of telephone consultations and the level of satisfaction of patients assisted at Mastology Department with this modality during the COVID 19 health emergency.

Materials and methods:

a survey was used to assess the effectiveness of telephone consultations and the level of satisfaction with this modality.

Results:

forty-two patients were surveyed, 69% of which were receiving adjuvant treatment and 14.2% of which were receiving palliative treatment. With regard to the effectiveness of telephone consultations, 76.1% of those surveyed had their need solved by telephone; 78.6% of patients preferred to do the consultation by telephone; 97.6% believed that sufficient time was spent and that the timing of the appointment was appropriate. The responses showed a high level of satisfaction with the care received. The medical care met the expectations of all patients, and 83.3% believed that once the situation went back to normal, telephone consultations would be an option for their requirements.

Conclusion:

the telephone consultation method was evaluated with a high level of satisfaction and it allowed health care services to be maintained during the emergency. Although it is early to assess the healthcare impact of telephone consultations and the modality’s capacity to resolve issues, preliminary results show that it is a useful and valuable tool in clinical practice during periods of healthcare emergency.

Keywords : COVID-19; SARS-CoV-2; Breast cancer; Patient satisfaction; Telemedicine.

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