Quality and satisfaction with care following changes to the structure of obstetric care during the COVID-19 pandemic in a safety-net hospital in Georgia: Results from a mixed-methods study

To understand perceived quality of obstetric care following changes to the structure of care in a safety-net institution during the COVID-19 pandemic. Methods: We conducted a mixed-methods study including a web-based survey ( n = 67) and in-depth interviews ( n = 16) between October 2020 and January 2021. We present a descriptive analysis of quantitative results and key qualitative themes on reactions to changes and drivers of perceived quality. Results: Reported quality was high for in-person and phone visits (median subscale responses: 5/5). Respondents were willing to include phone visits in care for a future pregnancy (77.8% (49)) but preferred in-person visits (84.1% (53)). In interviews, provider communication was the key driver of quality. Respondents found changes to care to be inconvenient but acceptable. Conclusions: To improve satisfaction with changes to care, health systems should ensure that relationship building remains a priority and offer patients information about the reason behind changes.

Automated summary

This study aimed to understand the perceived quality of obstetric care following changes to the structure of care in a safety-net institution during the COVID-19 pandemic. Through a mixed-methods approach of a web-based survey and in-depth interviews, the results showed that reported quality was high for both in-person and phone visits, but respondents preferred in-person visits. Provider communication was identified as the key driver of quality. Despite the inconvenience of care changes, respondents found them acceptable.