Responses to Change: Comparison of Virtual and In-Person Services at a Healing Center

Objectives: This research took place at Pathways: A Healing Center in Minneapolis, MN, before and during the COVID pandemic. We compare the results of two surveys conducted during in-person and on-line service delivery regarding perceived changes in quality-of-life, and we compare the level of utilization in both periods, to evaluate the change from in-person to virtual programs. Design: Data collection: Pathways participants were surveyed in 2018/2019 (In-Person Survey) and 2021 (Virtual Survey) using a web-based questionnaire covering individual characteristics and quality-of-life per Self-Assessment of Change (SAC). Utilization is reported as individual and group monthly contacts. Analysis: Participation levels and demographics were compared. The SAC assessed changes in quality of life over 14 domains. Setting/Location: Pathways offers complementary health services for those facing serious health challenges and their caregivers. Services are free-of-charge through community financial support and qualified volunteer practitioners. In 2020, Pathways shifted from in-person to on-line services due to the pandemic. Participants: In-Person survey respondents (178) attended Pathways on-site from January 2018 to May 2019, before COVID. Virtual survey respondents (92) used Pathways' on-line programming during COVID, between June 2020 and March 2021. Interventions: Self-selected services offered on- site in the Pathways building compared with those offered on-line. Results: Quantitative: Monthly group participant counts on-line during COVID recovered to 75% of in-person levels. Participants reported experiencing significant changes across all components of the SAC measure in both surveys. Qualitative: Gratitude for continued services and for the virtual option. Conclusions: The data suggest that participation in pathways services is associated with improvements in quality of life. Benefits reported by virtual participants were of similar magnitude to those reported by in-person participants. The on-line platform solved transportation issues; however, on-line participants faced restrictions due to inadequate computers and Internet connections. Participants recommend that both versions be offered when attendance on-site becomes possible.