Memorial Sloan Kettering Study on Patient Satisfaction in the Time of Telemedicine

Memorial Sloan Kettering Study on Patient Satisfaction in the Time of Telemedicine August 27, 2021

The COVID-19 pandemic has changed medicine as we’ve traditionally known it. Is telemedicine here to stay? The answer to that question lies in the hands of patients. What are their thoughts on telemedicine versus traditional office visits? A recent study conducted by Memorial Sloan Kettering’s radiation oncology department found no significant difference in patient satisfaction between the two appointment types.

What are the findings?

The results showed that most patients saw no difference in quality of care. Not only that, they understood their treatment plan just the same and with the same level of confidence in their physician as they did in person. What stood out, however, was that a significant portion of respondents appreciated not having to commute to the office. That convenience saved them money and time.

With no completion incentives, Memorial Sloan Kettering received almost 3,000 responses to links that were sent via text message. From those surveys, the hospital system assessed and separated data by demographics such as race, diagnosis, and prognosis. These metrics all impact how these patients will perceive their care. Also, all age groups were represented, with patients ranging from ages 19 to 91 responding. What this reveals is that even seniors expressed their concerns via technology.

Quality Reviews gathered all of the crucial data with patient feedback technology. The radiation oncology department then gleaned from the collected data and used it to address strengths and weaknesses. Even the concerns over the pandemic were taken into account. According to the data, 34% of respondents worried that their cancer care would be negatively impacted by the pandemic. Despite that fear, only 8% had doubts that their cancer would be successfully treated.

The Bottom Line

With the assistance of our seamless platform that gives frontline staff the ability to receive real time feedback, Memorial Sloan Kettering Cancer Center reviewed every single survey of every vulnerable patient.


Jill Yarberry

Vice President, Patient Experience

Jill has 20 years’ experience in healthcare business development and operations. Prior to joining Quality Reviews®, Jill worked in the healthcare industry where she has been responsible for developing and implementing the sales strategy, market research, and business development to meet and exceed sales growth projections.

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