Exploring consumer sentiments in telemedicine and telehealth services: Towards an integrated framework for innovation

Abstract

This study explores consumer sentiments towards telemedicine and telehealth services using data from various digital platforms. Leveraging Brand24 for real-time data collection and NVivo 14 for in-depth content analysis, the research examines netizen reviews to reveal their perceptions, experiences, and expectations of remote healthcare services. The results identify three primary themes: challenges, benefits, and innovations. Identified challenges include service quality concerns and limited accessibility, which hinder operational efficiency and user satisfaction. Conversely, users highlight benefits such as improved convenience and reduced costs, enhancing the appeal of telehealth services. The theme of innovation underscores the importance of continuous technological advancements, which improve service quality and address evolving consumer needs. This integrated framework provides valuable insights for healthcare providers, enabling them to better align strategies with consumer expectations and foster a culture of continuous improvement in telemedicine and telehealth services. The findings suggest leveraging consumer feedback from digital platforms to drive social open innovation and enhance patient-centered care.