Determinants of Patient Satisfaction With Telemental Health Services in Germany: Representative Cross-Sectional Postpandemic Survey Study.

Abstract

Background: Increasing patient satisfaction with telemental health services is crucial for promoting widespread implementation and ensuring consistent utilization rates in the future, where these services could be a beneficial addition to routine mental health care. Nevertheless, knowledge regarding determinants of patient satisfaction with telemental health services is very limited.

Objective: This study aimed to identify determinants of patient satisfaction with telemental health services.

Methods: A cross-sectional, quota-based (quotas: gender and age group), web-based survey was conducted in December 2023 in Germany. The sample included individuals aged 18-74 years who had received telemental health services since March 2020 (N=854). Patient satisfaction with video, telephone, and asynchronous services was measured using the Telemedicine Satisfaction Questionnaire or the Client Satisfaction Questionnaire adapted to internet-based interventions. The association of socioeconomic, access, health, psychosocial, personality, and COVID-19-related factors, as well as patient preferences and provider characteristics with patient satisfaction, was tested using multiple linear regressions.

Results: A positive patient attitude towards telemental health services and greater fear of COVID-19 as well as a positive and open provider attitude and higher provider skills for using the services were positively associated with patient satisfaction in all service groups (P<.05). Furthermore, the patients' educational level, employment status, relationship status, certain personality factors, technology commitment, loneliness, self-efficacy, and internet connection quality at home were significantly associated with satisfaction in at least 1 service group. Physical and mental health determinants were not significantly associated with the outcome.

Conclusions: Satisfaction with telemental health services is particularly associated with psychosocial characteristics, individual preferences, and attitudes of patients, which should be considered when addressing target groups for the services. Furthermore, positive provider attitudes towards and higher skills for using the services are heavily associated with patient satisfaction. Training and support for providers should be prioritized to promote patient satisfaction and widespread use of future services.