Johnson, M. E.

Video-based care has become a routine part of outpatient care delivery, yet older adults continue to face barriers in accessing and engaging with this modality. This study analyzed the comments provided within 7155 patient experience surveys from adults aged ≥65 years across a large, multi-specialty medical practice to identify challenges experienced with video-based visits. Thematic analysis revealed the highest proportion of positive comments were related to experience with people (71%), while barriers were often related to technical issues with video tools (73%). Most comments related to processes were positive, often highlighting convenience (67%). Using design thinking, we mapped the patient journey and proposed both immediate solutions, such as testing environments and clearer instructions, and long-term innovations like voice-guided support and emotionally intelligent interfaces. Our findings suggest that while video visits offer convenience, they must be redesigned with older adults in mind to ensure equitable, effective, and human-centered care.