Exploring Journey, Experiences, and Expectation of Sleep Disorder Patient Before and After COVID-19 Pandemic in Sleep Disorder Center

Abstract

Background: The COVID-19 pandemic has globally affected society, health, and the economy, leading to changes in the delivery of patient services, particularly in sleep disorder centers.

Objectives: To explore the pathways, experiences, and expectations of patients who underwent sleep disorder evaluations before and after the COVID-19 outbreak.

Methods: A qualitative ethnographic study was conducted, employing in-depth interviews with 20 patients from the Department of Medicine who has previously undergone sleep studies at the sleep disorders center at least once, before March 20, 2020. These patients had a follow-up sleep study appointment for their second visit between March 1, 2022, and December 31, 2022. The data were analyzed using thematic analysis principles.

Results: The pathways of patients undergoing sleep disorder evaluations changed at certain service points after the COVID-19 outbreak. One significant change was the increased waiting time for evaluations (average of 9 months and 12 days) compared to the period before COVID-19 (average of 3 months and 27 days). Additionally, patient satisfaction increased significantly (85.22% compared to 78.17%) due to changes of services into touchless technology and the implementation of telemedicine. Five factors remain to develop for better patient experience: 1) procedures, documents, and appointment queues; 2) communication channels; 3) tools, equipment, and environment; 4) benefits and others, and 5) staff.

Conclusions: Based on the research findings, recommendations for improving crisis planning in sleep disorder centers include reducing waiting times, providing continuous staff training, and integrating technology.