Multi-Dimensional Analysis of Japanese Telemedicine Patient Satisfaction.

IF 2.4 Q2 HEALTH CARE SCIENCES & SERVICES
Health Services Insights Pub Date : 2024-09-15 eCollection Date: 2024-01-01 DOI:10.1177/11786329241280864
Andrew N Mason, Toshio Naito, Shinichi Fukushima, Keiko Asano, Ken Yamaji, Ryohei Kuwatsuru
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Abstract

Introduction: Telemedicine is a growing segment of the healthcare industry. As telemedicine gains prominence in Japan, the importance of telemedicine patient satisfaction research will also grow. This study examines whether Japanese patients are equally impacted by the same latent dimensions discovered in the multi-dimensional service satisfaction model used by a United States (U.S.) study.

Methods: The subjects (n = 110) were patients who received telemedicine service between January and December 2023 at Juntendo University Hospital, Tokyo, Japan. Patient satisfaction perceptions were collected using a questionnaire composed of Likert scale items. Overall patient satisfaction served as the dependent variable, and patient perceptions of various aspects of the service were the independent variables. LASSO regression analysis was used to test the impact of the independent variables on overall patient satisfaction along with cluster analysis to examine the satisfaction ratings based upon patient characteristics.

Results: Japanese patient perceptions of telemedicine health benefits were the most impactful driver of overall satisfaction. Cluster analysis indicated that males were generally more satisfied than females. The least satisfied patients were predominately female and those experiencing telemedicine for the first time. Patients receiving service from a specialist physician were least satisfied with the telemedicine financial costs.

Discussion: Patient satisfaction levels were found to be highly impacted by perceptions of the health benefits received and the non-financial costs of service. These benefits could be highlighted by Japanese telemedicine providers to increase utilization of telemedicine services. Patient satisfaction was also found to be influenced by patient-centered care (ie, the "soft skills" of providers) to a lesser degree. Therefore, Japanese telemedicine providers may benefit from developing patient-centered communication skills.

Conclusion: The model used provides nuanced understandings of telemedicine patient satisfaction, which highlights where targeted improvements in Japanese telemedicine patient satisfaction are likely to be most impactful.

日本远程医疗患者满意度的多维分析。
介绍:远程医疗是医疗保健行业中一个不断增长的细分市场。随着远程医疗在日本的日益突出,远程医疗患者满意度研究的重要性也将与日俱增。本研究探讨了日本患者是否同样受到美国一项研究使用的多维服务满意度模型中发现的潜在维度的影响:研究对象(n = 110)为 2023 年 1 月至 12 月期间在日本东京顺天堂大学医院接受远程医疗服务的患者。使用由李克特量表项目组成的问卷收集患者的满意度。患者总体满意度为因变量,患者对服务各方面的感知为自变量。我们使用 LASSO 回归分析来检验自变量对患者总体满意度的影响,同时使用聚类分析来检验基于患者特征的满意度评分:结果:日本患者对远程医疗健康益处的看法是对总体满意度影响最大的驱动因素。聚类分析显示,男性的满意度普遍高于女性。最不满意的患者主要是女性和首次使用远程医疗的患者。接受专科医生服务的患者对远程医疗的经济成本最不满意:讨论:研究发现,患者的满意度受其对所获健康益处和服务非经济成本的看法影响很大。日本远程医疗服务提供商可强调这些益处,以提高远程医疗服务的利用率。研究还发现,患者满意度受以患者为中心的护理(即提供者的 "软技能")的影响较小。因此,日本远程医疗提供者可能会从发展以患者为中心的沟通技能中受益:结论:所使用的模型提供了对远程医疗患者满意度的细微理解,突出了有针对性地提高日本远程医疗患者满意度最有可能产生影响的方面。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
Health Services Insights
Health Services Insights HEALTH CARE SCIENCES & SERVICES-
CiteScore
3.60
自引率
0.00%
发文量
47
审稿时长
8 weeks
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