Examination of Factors Influencing Patient Satisfaction with Virtual Clinic Experience During COVID-19 in MNGHA, Saudi Arabia.

IF 2.8 3区 医学 Q2 HEALTH CARE SCIENCES & SERVICES
Telemedicine and e-Health Pub Date : 2024-11-01 Epub Date: 2024-07-10 DOI:10.1089/tmj.2023.0709
Nora S Alsaif, Duaa A Alammari, Aamir Omair
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引用次数: 0

Abstract

Introduction: The COVID-19 pandemic crisis brought great challenges on health care systems around the world, forcing many services to slow or temporarily shut down, including medical services in Saudi Arabia (SA). Health care institutions had to adapt new strategies such as virtual clinics to continue delivering care in light of the situation. Virtual clinics and telemedicine are relatively new and limited literature is available regarding patient's experience in SA. Therefore, the aim of this study is to assess and evaluate the levels of patients' satisfaction with the experience of services provided by virtual clinics at the Ministry of National Guard Health Affairs. Method: A retrospective cross-sectional study based on secondary data collected by the corporate patient experience department at MNGHA. The analysis included all virtual clinics' visits from four MNGHA regions (Central, Eastern, Western, and AlMadinah) between April 19 and May 15, 2020. Findings: The results showed that more than half of our study participants were females (57%) (N = 7,803) and (64%) (N = 8,696) were between the age of 21-64 years. Most of the participants were from the Central region (73%) (N = 10,026). More than half of virtual visits were to hospitals (66%) (N = 9,098). Results from the ordinal regression showed that age, gender, region and, survey method were significantly associated with extreme satisfaction score (4.21-5.0). Males were more likely to be extremely satisfied than females (OR = 1.088), and patients between the ages of 6-20 were extremely satisfied compared with the age group 41-64 (OR = 1.309). Eastern region was more likely to be extremely satisfied than central region (OR = 1.121). Patients surveyed by calls were more likely to be extremely satisfied compared with SMS surveys (OR = 1.808), whereas facility type showed no significance. The overall satisfaction score was 4.1 out of 5. Interpretation: According to our findings, the majority of patients were satisfied with the experiences of virtual clinics at MNGHA. Therefore, we recommend exploring more frequent use of virtual clinics when appropriate beyond the pandemic. Virtual clinics can minimize the risk of disease transmission, save travel time, and is considered a cost-effective alternative to traditional clinics.

在沙特阿拉伯 MNGHA 的 COVID-19 期间,研究影响患者对虚拟诊所体验满意度的因素。
导言:COVID-19 大流行危机给世界各地的医疗保健系统带来了巨大挑战,迫使许多服务放缓或暂时关闭,包括沙特阿拉伯(SA)的医疗服务。在这种情况下,医疗机构不得不采用虚拟诊所等新策略来继续提供医疗服务。虚拟诊所和远程医疗相对较新,有关沙特病人体验的文献有限。因此,本研究旨在评估和评价患者对国民卫队卫生事务部虚拟诊所所提供服务的满意度。研究方法根据国民卫队卫生事务部企业患者体验部收集的二手数据进行回顾性横断面研究。分析包括 2020 年 4 月 19 日至 5 月 15 日期间国民卫队卫生事务部四个地区(中部、东部、西部和 AlMadinah)所有虚拟诊所的就诊情况。研究结果:结果显示,超过半数的研究参与者为女性(57%)(N = 7803),(64%)(N = 8696)年龄在 21-64 岁之间。大多数参与者来自中部地区(73%)(10,026 人)。超过一半的虚拟访问是在医院进行的(66%)(N = 9,098 )。序数回归结果显示,年龄、性别、地区和调查方法与极端满意度得分(4.21-5.0)有显著相关性。男性比女性更容易获得极度满意(OR = 1.088),与 41-64 岁年龄组相比,6-20 岁年龄组的患者更容易获得极度满意(OR = 1.309)。东部地区的患者比中部地区的患者更容易感到非常满意(OR = 1.121)。与短信调查相比,通过电话调查的患者更有可能表示非常满意(OR = 1.808),而设施类型则无显著性差异。总体满意度为 4.1 分(满分为 5 分)。解释:根据我们的调查结果,大多数患者对 MNGHA 虚拟诊所的体验感到满意。因此,我们建议在大流行过后,在适当的时候更频繁地使用虚拟诊所。虚拟诊所可以最大限度地降低疾病传播的风险,节省旅行时间,被认为是替代传统诊所的一种具有成本效益的方法。
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来源期刊
Telemedicine and e-Health
Telemedicine and e-Health 医学-卫生保健
CiteScore
8.80
自引率
6.40%
发文量
270
审稿时长
2.3 months
期刊介绍: Telemedicine and e-Health is the leading peer-reviewed journal for cutting-edge telemedicine applications for achieving optimal patient care and outcomes. It places special emphasis on the impact of telemedicine on the quality, cost effectiveness, and access to healthcare. Telemedicine applications play an increasingly important role in health care. They offer indispensable tools for home healthcare, remote patient monitoring, and disease management, not only for rural health and battlefield care, but also for nursing home, assisted living facilities, and maritime and aviation settings. Telemedicine and e-Health offers timely coverage of the advances in technology that offer practitioners, medical centers, and hospitals new and innovative options for managing patient care, electronic records, and medical billing.
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