A Review of Patient and Provider Satisfaction with Telemedicine

Abstract

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.

Veteran and Provider Satisfaction with a Home-Based Telerehabilitation Assessment for Wheelchair Seating and Mobility

“…The results of this project indicate that Veterans were satisfied with the telerehabilitation wheelchair seating and mobility assessments, consistent with previous research revealing high participant satisfaction with telehealth services ( Donelan et al, 2019 ; Graham et al, 2020 ; Gustke et al, 2000 ; Mair & Witten, 2000 ; Nguyen et al, 2020 ; Ramaswamy et al, 2020 ; Schein et al, 2010b ; Whitten & Love, 2005 ; Williams et al, 2001 ). A previous study by Gustke et al (2000) revealed that patient satisfaction is rated high because the use of telehealth directly removes several problems associated with dissatisfaction in healthcare, such as appointment scheduling and travel time.…”

“…This project specifically evaluated the satisfaction of both Veterans and providers during telehealth wheelchair seating and mobility evaluations. Previous research in the field of telehealth show consistent high levels of patient satisfaction, whereas the few studies that have evaluated provider satisfaction demonstrate satisfaction given certain criteria ( Graham et al, 2020 ; Nguyen et al, 2020 ). This project hypothesized that similarly high levels of patient satisfaction would be measured; however, it was predicted that there would be differences in Veteran and provider satisfaction scores.…”

“… Kruse et al (2017) and Donelan et al (2019) explored the association between telehealth and client satisfaction and concluded that telehealth virtual visits are an important and useful option in clinical care and thus should be embraced and implemented due to its beneficial aspects, such as decreased client travel time, increase in access to care and communication, and improved client outcomes. Furthermore, Nguyen et al (2020) reviewed both patient and provider satisfaction with telemedicine, revealing that it is important to consider factors that drive motivation for both stakeholders involved. Patients reported high levels of satisfaction with telemedicine (95-100%), whereas providers showed satisfaction when there was conditional support via the administration, self-involvement in the development process, and reliable and easy to use technology.…”

Understanding Telemedicine's “New Normal”: Variations in Telemedicine Use by Specialty Line and Patient Demographics

“…Existing evidence suggests that leadership engagement, resource availability, clinician design involvement, and workforce development are critical drivers of implementation. [44][45][46] Health systems and policymakers should leverage lessons learned during the COVID-19 pandemic to inform the sustainable adoption of telemedicine. The effective, efficient, and equitable implementation of telemedicine in the ''new normal'' will require attention to clinical and organizational implementation factors alongside structural disparities that may affect patients' access to care.…”

Patient Preference and Satisfaction with the Use of Telemedicine for Glycemic Control in Patients with Type 2 Diabetes: A Review

“…To encourage the use of telemedicine on a wider scale, the clinical outcomes, cost, availability, and user satisfaction need to be taken into account. 51 Here we list down some recommendations for improvement in patient satisfaction.…”