Synchronous teleconsultation and monitoring service targeting COVID-19: leveraging insights for post-pandemic healthcare

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dc.creatorMilena Soriano Marcolino
dc.creatorMagda César Raposo
dc.creatorZilma Silveira Nogueira Reis
dc.creatorMaria Cristina Paixão
dc.creatorLeonardo Bonisson Ribeiro
dc.creatorGustavo Machado Rocha
dc.creatorClareci Silva Cardoso
dc.creatorAntonio Luiz Pinho Ribeiro
dc.creatorClara Sousa Diniz
dc.creatorBruno Azevedo Chagas
dc.creatorMayara Santos Mendes
dc.creatorRaquel Oliveira Prates
dc.creatorAdriana Silvina Pagano
dc.creatorMaria Beatriz Moreira Alkmim
dc.creatorClara Rodrigues Alves Oliveira
dc.creatorIsabela Nascimento Borges
dc.creatorThiago Castro Ferreira
dc.date.accessioned2025-02-11T19:15:27Z
dc.date.accessioned2025-09-08T23:43:08Z
dc.date.available2025-02-11T19:15:27Z
dc.date.issued2022-12-22
dc.format.mimetypepdf
dc.identifier.doidoi: 10.2196/37591
dc.identifier.issn2291-9694
dc.identifier.urihttps://hdl.handle.net/1843/79910
dc.languageeng
dc.publisherUniversidade Federal de Minas Gerais
dc.relation.ispartofJMIR Medical Informatics
dc.rightsAcesso Aberto
dc.subjectCOVID-19 (Doença)
dc.subjectSaúde Pública
dc.subjectConsulta médica
dc.subjectDistanciamento social (Saúde pública)
dc.subject.otherCOVID-19
dc.subject.otherTelemonitoring
dc.subject.otherRemote consultation
dc.subject.otherTelemedicine
dc.subject.otherPrimary health care
dc.subject.otherDelivery of health care
dc.subject.otherTelehealth
dc.subject.otherText message
dc.subject.otherMobile health
dc.subject.otherPublic health
dc.subject.otherRemote care
dc.subject.otherDigital health
dc.subject.otherUsability
dc.titleSynchronous teleconsultation and monitoring service targeting COVID-19: leveraging insights for post-pandemic healthcare
dc.typeArtigo de periódico
local.citation.epage12
local.citation.issue12
local.citation.spage1
local.citation.volume10
local.description.resumoBackground: Although a great number of teleconsultation services have been developed during the COVID-19 pandemic, studies assessing usability and health care provider satisfaction are still incipient. Objective: This study aimed to describe the development, implementation, and expansion of a synchronous teleconsultation service targeting patients with symptoms of COVID-19 in Brazil, as well as to assess its usability and health care professionals’ satisfaction. Methods: This mixed methods study was developed in 5 phases: (1) the identification of components, technical and functional requirements, and system architecture; (2) system and user interface development and validation; (3) pilot-testing in the city of Divinópolis; (4) expansion in the cities of Divinópolis, Teófilo Otoni, and Belo Horizonte for Universidade Federal de Minas Gerais faculty and students; and (5) usability and satisfaction assessment, using Likert-scale and open-ended questions. Results: During pilot development, problems contacting users were solved by introducing standardized SMS text messages, which were sent to users to obtain their feedback and keep track of them. Until April 2022, the expanded system served 31,966 patients in 146,158 teleconsultations. Teleconsultations were initiated through chatbot in 27.7% (40,486/146,158) of cases. Teleconsultation efficiency per city was 93.7% (13,317/14,212) in Teófilo Otoni, 92.4% (11,747/12,713) in Divinópolis, and 98.8% (4981/5041) in Belo Horizonte (university campus), thus avoiding in-person assistance for a great majority of patients. In total, 50 (83%) out of 60 health care professionals assessed the system’s usability as satisfactory, despite a few system instability problems. Conclusions: The system provided updated information about COVID-19 and enabled remote care for thousands of patients, which evidenced the critical role of telemedicine in expanding emergency services capacity during the pandemic. The dynamic nature of the current pandemic required fast planning, implementation, development, and updates in the system. Usability and satisfaction assessment was key to identifying areas for improvement. The experience reported here is expected to inform telemedicine strategies to be implemented in a postpandemic scenario.
local.identifier.orcidhttps://orcid.org/0000-0003-4278-3771
local.identifier.orcidhttps://orcid.org/0000-0003-3082-9015
local.identifier.orcidhttps://orcid.org/0000-0001-6374-9295
local.identifier.orcidhttps://orcid.org/0000-0002-6276-9865
local.identifier.orcidhttps://orcid.org/0000-0001-9035-0722
local.identifier.orcidhttps://orcid.org/0000-0001-8255-1559
local.identifier.orcidhttps://orcid.org/0000-0003-0689-1644
local.identifier.orcidhttps://orcid.org/0000-0002-0364-3584
local.identifier.orcidhttps://orcid.org/0000-0002-8571-3135
local.identifier.orcidhttps://orcid.org/0000-0001-5170-3564
local.identifier.orcidhttps://orcid.org/0000-0002-7128-4974
local.identifier.orcidhttps://orcid.org/0000-0002-3150-3503
local.identifier.orcidhttps://orcid.org/0000-0002-9684-9353
local.identifier.orcidhttps://orcid.org/0000-0003-0200-3646
local.publisher.countryBrasil
local.publisher.departmentICX - DEPARTAMENTO DE CIÊNCIA DA COMPUTAÇÃO
local.publisher.departmentMED - DEPARTAMENTO DE CLÍNICA MÉDICA
local.publisher.departmentMED - DEPARTAMENTO DE GINECOLOGIA OBSTETRÍCIA
local.publisher.initialsUFMG
local.url.externahttps://medinform.jmir.org/2022/12/e37591/

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