BT08 Evaluating patient satisfaction: an insightful audit of our teledermatology service in tertiary care

Abstract The patient satisfaction survey is vital for improving and adapting the teledermatology service. We retrospectively audited a cohort of 200 patients referred on the 2-week-wait (2WW) pathway through the teledermatology service and triaged straight to surgery during the period April to June 2024. The local pathway for teledermatology includes a 2WW referral from the general practitioner, followed by macroscopic and dermoscopic images taken by community dermatology and then triaged by a senior dermatologist deciding the need for surgery. All patients received a letter from the clinician outlining the plan, a patient information leaflet on skin biopsy, and a text message from the cancer coordinator. The audit was done against the published guidance of the British Association of Dermatologists Teledermatology Quality Standards. All 200 patients were contacted directly via telephone. Patients who accepted the calls and agreed to participate received an 11-question form completed by text or during the call. We compiled a comprehensive questionnaire on all aspects of the local teledermatology process. The results were encouraging, with a response rate > 60% to all our questions. The majority of patients received a clinic letter and a skin biopsy leaflet, followed by a text message. Overall, 95% of respondents rated the experience of having photographs taken in the community as ‘good’. In total, 99% felt that the information provided before surgery was easy to understand, while 58% of respondents would still have preferred to be seen in the clinic or have a telephone call before surgery. When asked to rate the clarity and effectiveness of the communication with the surgeon on the procedure day, 100% responded that it was ‘good’ or ‘very good’. Overall, 98% of patients thought their concerns and questions about the procedure were addressed satisfactorily. When asked to rate the overall quality of care, 100% felt their care was ‘good’ or ‘very good’. Most (96%) felt the service was convenient and 94% were likely to recommend it to others. When asked to share additional comments or suggestions for improving the service, 55% of responders had positive feedback. Patients were satisfied with the care received and the communication with staff. These results highlight that our teledermatology service is fit for purpose, and the patients’ experiences and satisfaction reflect this. Patients still prefer a face-to-face or telephone appointment before the surgery; therefore, we recommend a telephone review to complete stage one consent before surgery.