Navigating Virtual Healthcare for Healthy Aging: Communication Shifts and Provider Satisfaction during the Pandemic

Hou S-I

Published on: 2025-08-11

Abstract

Purpose: The COVID-19 pandemic significantly disrupted healthcare delivery, especially for older adults. This study examines shifts in provider-patient communication methods before and during the pandemic, and how these changes affected provider satisfaction.

Methods: A mixed-methods survey of 59 healthcare providers working with older patients in healthcare and long-term care settings analyzed communication modes and satisfaction levels before and during the pandemic. Open-ended responses captured provider experiences and recommendations.

Results: Pre-pandemic communication was dominated by in-office visits (41%), phone (10%), and mixed methods (32%), with high satisfaction (52% very satisfied, 39% satisfied). During the pandemic, in-office visits declined (27%) while telemedicine (70+ %), phone (15%), and email (5%) use increased. Satisfaction dropped significantly, with fewer than 25% very satisfied. Thematic analysis revealed four key challenges: 1) Barriers to In-Person Communication, (2) Trust and Relationships in Care, (3) Challenges in Addressing Sensitive Topics, and (4) Technology Limitations in Virtual Care.

Discussion: The findings underscore the importance of enhancing provider training, technological support, and communication strategies tailored to older adults. Future efforts should focus on improving virtual care quality while supporting provider well-being.