Patients in the TelePrEP program, a telehealth service for pre-exposure prophylaxis (PrEP) for HIV prevention, are medically underserved and susceptible to Human Immunodeficiency Virus (HIV) and other sexually transmitted infections (STIs). The program supports patients in starting and maintaining PrEP, a medication proven to reduce HIV transmission. This study aimed to assess patient satisfaction, recognizing its critical role in influencing medication adherence and retention in care among individuals receiving PrEP through this community-based telehealth program in Los Angeles County.

Methods:

A cross-sectional survey was conducted between November 1, 2024 and November 22, 2024 among patients enrolled in the TelePrEP Program who received PrEP through the Los Angeles County Department of Public Health Sexual Health Clinics (SHC). The survey focused on satisfaction across key areas, including provider care, navigator support, pharmacy access, and overall experience with PrEP services. Data were collected anonymously via online through REDCap. Descriptive statistics summarized satisfaction levels, and chi-square tests were used to explore associations between satisfaction and demographic variables.

Results:

A total of 68 patients completed the survey (response rate: 28%). The majority (91%) reported high satisfaction with provider care, while 80% were satisfied with cost of medication. However, 24% reported challenges with medication access, citing language and insurance barriers, especially among Spanish-speaking respondents. Satisfaction was significantly higher among patients who reported receiving culturally competent care (p < 0.05). In addition, 91% of respondents shared the TelePrEP Program is helping protect respondents against HIV.

Conclusions:

Findings highlight high overall satisfaction with PrEP services but reveal key barriers related to medication access. Interventions to improve pharmacy coordination and navigation with insurance may further optimize patient experiences and PrEP adherence. As telehealth continues to expand, ongoing patient-centered feedback will be critical for refining service delivery across diverse populations.