The impact of telehealth on patient-centered communication during the COVID-19 pandemic

Purpose: Patient-centered communication (PCC) is essential for quality healthcare. This study examined how PCC was affected by the shift to telehealth and COVID-19 safety measures. Methods: An online survey was conducted (Sept–Oct 2020) among U.S. adults who had both in-person and telehealth visits after March 2020. PCC was assessed using the Communication Assessment Tool and analyzed with repeated measures ANOVA and multiple regression. Results: Among 522 respondents (58.2% female; mean age 46.1), PCC scores were higher for in-person visits than telehealth (45% vs. 42%, P = .003). Lower PCC during telehealth was associated with younger age and caregiver presence. For in-person visits, mask use was linked to lower PCC among older adults. More frequent visits (≥3) correlated with higher PCC in both settings. Conclusions: PCC was generally stronger during in-person visits. Pandemic-related changes may have negatively impacted communication, particularly among certain groups, highlighting areas for future improvement.