Date of Conferral

10-10-2025

Degree

Doctor of Healthcare Administration (D.H.A.)

School

Management

Advisor

Donna Clews

Abstract

As the healthcare landscape continues to shift, so does the delivery of healthcare services. Health systems now offer in-person and telehealth visits to meet the consumer’s needs. Healthcare stakeholders have been tasked with improving the quality of care and the patient’s experience during their healthcare visits. The purpose of this retrospective quantitative study was to explore the relationship between telehealth and in-person visits and patient experiences. The theoretical framework used in this study was the Donabedian model. For the purpose of this study, the structure was the hospital setting for in-person visits and use of a computer or a device for telehealth meetings, the process was the patent provider visits, and the outcome was the patient experience. The research questions addressed the relationship between the independent variables of in-person and telehealth visits in medical and behavioral health services and the dependent variable of patient experience in an outpatient health center in Connecticut. The instrument used in this study categorizes patient experiences into three group ratings: 1 = detractor (0–6), 2 = passive (7–8), and 3 = promoter (9–10). Secondary data from individuals 18 and older that received in-person or telehealth services in an outpatient health center in Connecticut were used in this study. A chi-square test of independence was conducted to analyze the relationship between variables. In both medical (χ²(2) = 0.469, p = .791) and behavioral health (χ²(2) = 1.01, p = .605), there was no statistically significant relationship between in-person or telehealth visits and patient experience. This study contributes to social change by adding evidence on how telehealth and in-person visits impact the patient experience.

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