Patient Satisfaction with Telemedicine

Abstract

The COVID-19 pandemic emphasized the significance of telemedicine for delivering healthcare services. However, the rapid development of a framework for telemedicine implementation necessitates the investigation of the existing acceptance and satisfaction of Filipino respondents and physicians. This study assessed the satisfaction of patients with telemedicine in Tuguegarao City in terms of system, information and healthcare service quality. Employing a descriptive quantitative design was used and 230 respondents were included and selected through snowball sampling. A structured questionnaire based on Yip et al., (2003), Bakken et al., (2006), Lin, Z. (2017), and Parmanto et al., (2016) was also used. Gathered data were analyzed using mean, frequency, and percentage while test of significant difference was also conducted using independent sample T-test and One-way ANOVA. Results indicate slight satisfaction among telemedicine users in Tuguegarao City across quality dimensions: system, information, and health service. Moreover, significant differences in the level of satisfaction exist in the respondent’s age, educational attainment, average monthly income, occupation, type of residences, and number of health services availed. It was revealed that respondents who are 18 to 24 years old and are commonly senior high school and college graduates had the lower level of satisfaction with the overall quality of telemedicine. While respondents with lower monthly income, in rural areas and who availed more than two services appeared to have better satisfaction with telemedicine services. In conclusion, the results of the study showed that the respondents are slightly satisfied with the telemedicine services within Tuguegarao City.