Patient Experience in Virtual Visits Hinges on Technology and the Patient-Clinician Relationship: A Large Survey Study With Open-ended Questions

Susannah Rose   ^{1 *} , PhD ;   Heather McKee Hurwitz   ^{2 *} , PhD ;   Mary Beth Mercer   ^{1 *} , MPH ;   Sabahat Hizlan   ^{1 *} , BA, BS ;   Kari Gali   ^{3 *} , DNP ;   Pei-Chun Yu   ^{4 *} , MS ;   Caroline Franke   ^{1 *} , MD ;   Kathryn Martinez   ^{5 *} , PhD ;   Matthew Stanton   ^{3 *} , MBA ;   Matthew Faiman   ³ , MD ;   Peter Rasmussen   ^{3 *} , MD ;   Adrienne Boissy   ^{1 *} , MA, MD

¹ Office of Patient Experience, Clinical Transformation, Cleveland Clinic, Cleveland, OH, United States

² Taussig Cancer Center, Cleveland Clinic, Cleveland, OH, United States

³ Digital Health, Cleveland Clinic, Cleveland, OH, United States

⁴ Quantitative Health Sciences, Cleveland Clinic, Cleveland, OH, United States

⁵ Center for Value-Based Care Research, Cleveland Clinic, Cleveland, OH, United States

*these authors contributed equally