Carer and patient experiences in a virtual hospital: service insights from a mixed-methods analysis of reported experience measures

Carers, including family members and companions, play a crucial role in supporting patients and sharing insights about their care experiences. Their influence is especially important in virtual hospital models, where patients receive remote hospital-level care using digital technologies. However, there is limited evidence examining what carers think about virtual hospitals or how their experiences could be improved. We explored Patient-Reported Experience Measure (PREM) surveys completed by 3047 patients and 235 carers to better understand their experiences with virtual hospitals and suggest insights into how to enhance carer and patient experience from the carer’s perspective. Participants were patients and carers discharged from an acute respiratory model of care within a virtual hospital (from 1st March 2020 to 26th August 2024). We conducted both statistical and qualitative (content) analysis. Mann-Whitney U test was used to compare differences between carer and patient responses to 12 Likert scale questions on their reported experience. Content analysis was applied to two free-text comments (What was the best part of the care you received from the virtual hospital? What part of your care provided by virtual hospital most needs improving?). Keywords from the content analysis of free-text responses were integrated with statistical findings from Likert-scale questions to develop insights. 3047 patients and 235 carers of PREM surveys were analysed. The overall rating of the virtual hospital service was the same between carer and patients, with the mean response of ‘Excellent’. Our service insights from carers highlight how they support patients, shape their care experience, and offer valuable feedback. We identified six key insights that improve patient and carer experience including reassurance, effective communication, consistent availability, supportive healthcare workers, person-centred clinical service, and usable technology. Findings from this study can highlight ways virtual hospital models can be more inclusive and centred around both patients and carers, using data that is already being collected through routine surveys. Carers such as family members and companions play a vital, but often under-recognised role in care by supporting patients emotionally, practically, and through communication. Their influence is especially important in virtual hospital models, where patients receive remote hospital-level care using digital technologies. However, there is limited evidence examining what carers think about virtual hospitals or how their experiences could be improved. In this study, we have explored patient-reported experience measure surveys completed by 3047 patients and 235 carers to better understand their experiences with a virtual hospital service. This study identified service insights from carers that highlight how they support patients, shape their care experience, and offer valuable feedback. We identified six key insights that improve patient and carer experience including reassurance, effective communication, consistent availability, supportive healthcare workers, person-centred clinical service, and usable technology. Findings from this study can help improve virtual hospital models to be more inclusive and centred around both patients and carers, using data that is already being collected as part of standard care.