Analysis of a telemonitoring service for COVID-19 patients from the professional's perspective

Abstract

This article analyzes a telemonitoring (TM) program for patients with suspected or diagnosed COVID-19 in Goiânia, Brazil, from the professional's perspective. A qualitative, descriptive, and exploratory study was conducted using semi-structured interviews with 41 professionals who worked in the service. Thematic content analysis was performed, and the data was classified and categorized using a code system based on the study's theoretical framework and the contents that emerged spontaneously from the interviews. Three categories emerged. The primary challenges were people refusing the TM calls for fear of scams, difficulty locating and contacting patients, the high demand for the service, the lack of coordination between the TM service and the public health network, and the circulation of fake news among the population. Health professionals improved their communication skills and comprehensive remote care. The results also highlight the significance of health education processes and the need to provide emotional support to patients. TM prevented unnecessary visits to health facilities, allowing face-to-face care to be prioritized in favor of those who needed it most.