Emergency upscaling of video consultation during the COVID-19 pandemic: Contrasting user experience with data insights from the electronic health record in a large academic hospital

•Data from the electronic health record was used to evaluate technical quality.•Video consultation offers additional value in terms of visual cues and reading emotions.•Patients and healthcare providers are highly satisfied with video consultation during a pandemic.•In general, actual consultation durations of video consultations are shorter than the scheduled consultation duration.•Further development in end-user technology is needed for video consultation solutions.