Conceptual Framework to Evaluate Health Care Professionals’ Satisfaction in Utilizing Telemedicine

Law, Timothy; Cronin, Cory E.; Schuller, Kristin; Jing, Xia; Bolon, Douglas S.; Phillips, Brian

doi:10.7556/jaoa.2019.080

Cited by 16 publications

(21 citation statements)

References 36 publications

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“…A framework for studying provider satisfaction was developed using a group of 12 osteopathic and allopathic physicians. The framework included 5 components of satisfaction with care delivery using TM: professional demographics, care settings, motivations, experiences, and overall satisfaction [ 25 ••].…”

Section: Provider Satisfactionmentioning

confidence: 99%

A Review of Patient and Provider Satisfaction with Telemedicine

Nguyen

Waller

Pandya

et al. 2020

Curr Allergy Asthma Rep

203

143

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Purpose of Review The purpose of this review is to describe the determinants of satisfaction with telemedicine (TM) and how they compare with in-person visits from both the perspective of patients and of providers. Recent Findings The use of TM will expand only if patients and providers are at least as satisfied with it as they are with in-person visits. Since deviations from expected care can result in reduced satisfaction regardless of the quality of the visit or objective medical outcomes, it is important to understand and to help form those expectations when possible. Patients consistently report 95–100% satisfaction rate with TM when compared with in-person appointments. They tend to cite the convenience of decreased travel times and costs as the main drivers for satisfaction with TM. Providers tend to be satisfied with TM if they have input into its development, there is administrative support, the technology is reliable and easy to use, and if there is adequate reimbursement for its use. Summary Satisfaction with TM is necessary for adoption of this new technology. To improve satisfaction it is important to consider factors that drive it both for patients and for providers.

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Section: Provider Satisfactionmentioning

confidence: 99%

A Review of Patient and Provider Satisfaction with Telemedicine

Nguyen

Waller

Pandya

et al. 2020

Curr Allergy Asthma Rep

203

143

View full text Add to dashboard Cite

show abstract

“…We also asked participants their recommendations to optimize the platform use. The interview guide for pharmacists using the platform also included items from the framework of Law et al 18 to evaluate their satisfaction in delivering teleconsultations. The questions covered their motivations for participation and experiences with a teleconsultation service.…”

Section: Methodsmentioning

confidence: 99%

Experience and perspectives of users and non-users of the Ask your pharmacist teleconsultation platform

Turcotte

Chagnon

Guénette

2021

Exploratory Research in Clinical and Social Pharmacy

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“…While the ideal methodological approach to measure it is still a matter of discussion [ 8 , 9 ], proxies such as patients’ experience survey scores are still the most commonly utilized tools. Literature reviews and development of frameworks for telemedicine satisfaction measurements have been proposed [ 10 , 11 ]. However, to our team’s knowledge, this is the first study evaluating pediatric and obstetrics outpatients experience with telemedicine and in-person visit types in a large US-based academic medical center, and its correlation with geographic distance from the medical center during the COVID-19 crisis.…”

Section: Introductionmentioning

confidence: 99%

Patient and family experience with telemedicine and in-person pediatric and obstetric ambulatory encounters throughout 2020, during the COVID-19 epidemic: the distance effect

Marques

Cruz

Cunha

et al. 2022

BMC Health Serv Res

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Background Telemedicine has grown significantly in recent years, mainly during the COVID-19 pandemic, and there has been a growing body of literature on the subject. Another topic that merits increased attention is differences in patient and family experience between telehealth and in-person visits. To our team’s knowledge, this is the first study evaluating pediatric and obstetrics outpatients experience with telemedicine and in-person visit types in an academic maternal and children’s hospital, and its correlation with geographic distance from the medical center throughout 2020, during the COVID-19 crisis. Methods We aim to evaluate and compare patients’ telemedicine and in-person experience for ambulatory encounters based on survey data throughout 2020, during the COVID-19 pandemic, with particular focus on the influence of distance of the patient’s home address from the medical facility. A total of 9,322 patient experience surveys from ambulatory encounters (6,362 in-person and 2,960 telemedicine), in a maternal and children’s hospital during 2020 were included in this study. The percentage of patients who scored the question “Likelihood to recommend practice” with a maximum 5/5 (top box) score was used to evaluate patient experience. The k-means model was used to create distance clusters, and statistical t-tests were conducted to compare mean distances and Top Box values between telemedicine and in-person models. Logistic regression analysis was used to evaluate the correlation between Top Box scores and patients’ distance to the hospital. Results Top Box likelihood to recommend percentages for in-person and telemedicine were comparable (in-person = 81.21%, telemedicine = 81.70%, p-value = 0.5624). Mean distance from the hospital was greater for telemedicine compared to in-person patients (in-person = 48.89 miles, telemedicine = 61.23 miles, p-value < 0.01). Patients who live farther displayed higher satisfaction scores regardless of the visit type (p-value < 0.01). Conclusions There is a direct relationship between the family experience and the distance from the considered medical center, during year 2020, i.e., patients who live farther from the hospital record higher Top Box proportion for “Likelihood to Recommend” than patients who live closer to the medical center, regardless of the approach, in-person or telemedicine.

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Conceptual Framework to Evaluate Health Care Professionals’ Satisfaction in Utilizing Telemedicine

Cited by 16 publications

References 36 publications

A Review of Patient and Provider Satisfaction with Telemedicine

A Review of Patient and Provider Satisfaction with Telemedicine

Experience and perspectives of users and non-users of the Ask your pharmacist teleconsultation platform

Patient and family experience with telemedicine and in-person pediatric and obstetric ambulatory encounters throughout 2020, during the COVID-19 epidemic: the distance effect

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