Patient Comments about Telehealth and In-Person Care at a Federally Qualified Health Center From Patient Experience Surveys Differ in Length, Valence, and Actionability

While telehealth visits are generally well-received, patient comments about telehealth provide less detail and contain less actionable information compared to comments about in-person visits. The proportion of actionable comments was considerably lower than prior studies (∼30%). This may pose challenges to using comments to improve telehealth. Understanding differences in how patients respond to the same open-ended patient experience survey question about their telehealth versus in-person visit is critical for optimizing telehealth care delivery and addressing patient needs in under-resourced settings.