Interview Guide & Questions

Intro

  • May I record this interview for the purposes of research? This recording will only be used for my personal notes and supply my instructor with evidence of the research.

  • Thank you for taking the time to speak with me today!

  • My name is [Your Name] and the purpose for this interview is an investigation/research on a user’s experience navigating and experience using telemedicine.

  • Before we begin, do you have any questions for me?

Interviewing Patient/Family Member/Interpreter:

General

  • How often do you visit your primary care physician and/or a specialist?

  • What are some medical services that you use in addition to seeing your doctors?

  • How has COVID-19 impacted your experience with getting medical treatment?

Patient

  • Tell me about the last time you spoke with a doctor. What was the experience like?

  • Did the doctor speak in your native language? If so, how did this affect your experience?

  • How does a doctor’s ability to speak in your native language improve your experience? 

  • Do you use an interpreter? What is that experience like?

  • How has the provider - patient experience changed since the pandemic?

  • What are the main obstacles, if any, that you face in scheduling a doctor’s appointment?

  • Besides the language barrier, what other challenges have you encountered while on a doctor's appointment? 

Family Member/Interpreter

  • Tell me about the last time you scheduled a doctor’s appointment for your family member/s. What was the experience like?

  • Why did they ask you to schedule the appointment for them? 

  • What difficulties did you encounter when communicating your family member’s needs or concerns to the primary caregiver?

  • How did you view your family member’s experience of the encounter (i.e., meeting with a doctor, and receiving information, through an interpreter)? E.g., Do you think they were satisfied, scared, confused, etc?

  • How could the experience be improved for non-native English speakers?

Interview Questions for Doctor:

General

  • Tell me about the last time you conducted a patient appointment via a telemedicine platform.

  • What reservations have you had about working through a telemedicine platform?

  • What are the biggest challenges for you as a practitioner when working with patients through a telemedicine platform? 

  • Has language ever been an issue during your conversation with your patient? What types of challenges did language barriers present? 

  • How has the provider - patient experience changed since the pandemic?

  • How comfortable are you, discussing your patient’s medical concerns via online video conference?

  • What conditions or obstacles create an uncomfortable or non-ideal experience for you?

  • How would you describe a successful telemedicine session with a patient? What are the main aspects of a successful experience?

Telemedicine Website

  • What aspects of a telemedicine website would you want to see immediately upon visiting the website? Which elements of the website do you consider important for building trust?

Final

  • Is there anything else you think I should know before we finish this interview? Something that didn’t come up in our conversation?

  • Do you have any questions for me?

Closing

  • Would you be willing to do a card sorting activity for the same topic & research?

  • Thank you for your time!