Mayo Clinic Hybrid Care Model Appears to Boost Patient Satisfaction

As providers figure out how telehealth can enhance care delivery following surgery, Mayo Clinic survey results published in the Annals of Medicine and Surgery shows that hybrid models are popular with patients.

Researchers polled patients receiving care through Mayo Clinic’s Hybrid Care Hotel. Their intention was to measure the level of satisfaction among patients and to resolve whether there was room for improvement.

Inspired by issues relating to the COVID-19 pandemic, the Mayo Clinic in Florida composed a method of virtually caring for patients following a procedure.

The Hybrid Care Hotel was enacted at the beginning of July 2020. This service was designed to take place in a hybrid setting, allowing patients to receive both in-person and remote care. The goal of the hybrid care model is to communicate as efficiently as possible with patients while reducing costs, travel time, and space taken up in hospital beds.

The survey began at the end of July 2020, and it sought out information regarding patients’ perceptions of the Hybrid Care Hotel.

The survey was targeted towards patients who had spent at least one night in the facility and who received one of many procedures. These included surgeries relating to ENT, gynecology, urology, cardiology, neurosurgery, and multiple others. The survey consisted of three sections containing various questions: the first related to comfort, the second related to needs, and the third was open ended. Of the 182 patients who received the survey, 102 responded.

Results were generally positive, with satisfaction rates falling between 87 percent and 94 percent. Regarding the first section, 487 out of 558 responders claimed to have had a relatively high level of comfort while residing in the hotel. Within the second section, 175 out of 186 determined that their needs were met to a strong extent. The third and final portion of the survey provided a strong set of compliments, as well as a few areas for improvement.

Upon analysis, researchers found that the Hybrid Care Hotel produces positive experiences and is conducive to a strong recovery for patients.

But, there are a few existing issues relating to the potential bias associated with the low number of survey responses. Because only 56 percent of patients participated in the survey, this could produce a skewed result.

For example, if the Hybrid Care Hotel met the needs of one person, referral of the survey to a neighbor who had a similar experience may have occurred. This would therefore multiply positive responses.

Overall, the survey responses received show that this service is popular among patients, and it opens a door that leads to many opportunities.

Research showing patients may prefer a combination of in-person and virtual care is rising. This is likely because certain individuals may find one setting to be more resourceful.

For example, a study that aspired to optimize care for asthma among pediatric patients reported mixed feedback. According to a recent study, the parents who participated in a focus group claimed that in-person care was a better setting for building a relationship with their child’s physician. They also determined that their children displayed better communication while physically inside the doctor’s office.

However, the focus group also acknowledged the benefits provided by virtual care, such as minimal travel and increased safety during the COVID-19 pandemic.