Evaluating the satisfaction of patients utilising the virtual emergency department service in southeast region of Melbourne

OBJECTIVES: Evaluate patient satisfaction with paramedic and residential aged care facility (RACF) staff-initiated tele-emergency care through the Southeast Melbourne Virtual ED. METHODS: Patient satisfaction surveys were conducted across two of the constituent virtual EDs (VEDs). RESULTS: Of 452 responses, 427 (94.5%) had no negative comments, with 341 (75.4%) rating the service 8 out of 10 or higher, and 83.4% would recommend the service to family or friends. CONCLUSIONS: Emergency telehealth services were favoured by patients, with ratings comparable to satisfaction scores in physical EDs. Upskilling of emergency clinicians for telehealth consultations and educational programmes could provide further improvements to patient experiences.