Evaluación de la eficacia de la consulta telefónica y el nivel de satisfacción de las pacientes asistidas en la Unidad Docente Asistencial de Mastología durante la alerta sanitaria por COVID 1

Natalia Camejo; Cecilia Castillo; Nora Artagaveytia; Dahiana Amarillo; Florencia Vitureira; Florencia Rodríguez; Lucía Delgado

doi:10.29193/RMU.37.4.8

Authors

Natalia Camejo Universidad de la República, Facultad de Medicina, Hospital de Clínicas, Servicio de Oncología Clínica, Prof. Adjunta
Cecilia Castillo Universidad de la República, Facultad de Medicina, Hospital de Clínicas, Servicio de Oncología Clínica, Ex. Prof. Adjunta
Nora Artagaveytia Universidad de la República, Facultad de Medicina, Hospital de Clínicas, Departamento Básico de Medicina, Prof. Adjunta
Dahiana Amarillo Universidad de la República, Facultad de Medicina, Hospital de Clínicas, Servicio de Oncología Clínica, Asist. Adjunta
Florencia Vitureira Universidad de la República, Facultad de Medicina, Hospital de Clínicas, Servicio de Oncología Clínica, Residente
Florencia Rodríguez Centro de Asistencia Médica del Sindicato Médico del Uruguay, Servicio de Oncología Clínica, Residente
Lucía Delgado Universidad de la República, Facultad de Medicina, Hospital de Clínicas, Servicio de Oncología Clínica, Prof. Directora

DOI:

https://doi.org/10.29193/RMU.37.4.8

Keywords:

COVID-19, SARS-COV-2, BREAST CANCER, PATIENT SATISFACTION, TELEMEDICINE

Abstract

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.

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