Assessment of Patients' Postpandemic Perception of Telehealth Utilization: A Scoping Review.

Abstract

Background: Studies have reported telehealth benefits, focusing on telehealth performance during the pandemic. However, there is a need to assess the persistence of patients' satisfaction beyond the pandemic. The objective of this work was to evaluate patient satisfaction, acceptance, and utilization of telehealth in the postpandemic years, highlighting significant barriers and potential areas for future studies. Methods: Published studies were identified from PubMed and Scopus databases from January 2022 to January 2024. Predesigned inclusion/exclusion criteria and Preferred Reporting Items for Systematic Reviews and Meta-Analyses flow diagram were applied. Search terms related to "Post-pandemic," "Patient satisfaction," and "Telehealth" were used, and the primary outcomes of interest (patients' perception and satisfaction) were extracted from the articles. Results: A total of 228 articles were obtained from the literature search. After screening, 17 articles were included in the study. Most studies recorded sustained satisfaction and a decrease in utilization early postpandemic. Recurring areas of concern reported by patients were barriers related to patient-physician communication, the ineffectiveness of telehealth due to a lack of physical examination, and the preference for telehealth for less severe conditions. Individuals without prior telehealth experience had the lowest tendency to utilize telehealth. Treatment time, reduced trust in specialist competency, and lack of familiarity with telehealth modality were identified as nonconventional factors influencing telehealth utilization. Conclusion: Telehealth remains an essential form of care delivery in the postpandemic years. This review emphasizes the need for more up-to-date research on patients' telehealth perceptions. The recurring barriers, emerging nonconventional factors, and telehealth optimization for less preferred visit types are areas for future research.