Emotions associated with teleconsultation: An analysis of users' messages on X (Twitter) in Chile

IF 3.4 3区医学 Q1 HEALTH CARE SCIENCES & SERVICES

Health Policy Pub Date : 2025-09-22 DOI:10.1016/j.healthpol.2025.105449

Patricio E. Ramírez-Correa , F. Javier Rondán-Cataluña , Jorge Arenas-Gaitán

{"title":"Emotions associated with teleconsultation: An analysis of users' messages on X (Twitter) in Chile","authors":"Patricio E. Ramírez-Correa , F. Javier Rondán-Cataluña , Jorge Arenas-Gaitán","doi":"10.1016/j.healthpol.2025.105449","DOIUrl":null,"url":null,"abstract":"<div><h3>Background</h3><div>Digital healthcare transformation requires incorporating patient perspectives. Increasingly proactive citizens utilize teleconsultation, fostering doctor–patient–technology integration that enhances system efficiency, service quality, and sustainable healthcare management.</div></div><div><h3>Objective</h3><div>This study focuses on exploring perceptions of satisfaction related to teleconsultation, using emotions detected on X (Twitter) as a reference.</div></div><div><h3>Methods</h3><div>First, an analysis of the predominant emotions in the posts (tweets) of users belonging to the three main metropolitan areas is carried out. Then, using one type of structural equation modelling that is Partial Least Square (PLS-SEM), we identify the emotions that have the most significant influence on the variability of satisfaction, taking into account geographical differences.</div></div><div><h3>Results</h3><div>The results highlight trust as the most relevant emotion to explain the variation in satisfaction and reveal statistically significant differences between the different areas analysed. A considerable proportion of the population is not satisfied with this mode of healthcare provision.</div></div><div><h3>Conclusions</h3><div>This study highlights key factors influencing the integration of teleconsultation into healthcare systems. Patient perspectives and emotional responses—particularly trust, anticipation, fear, and sadness—are critical for successful implementation. Findings reveal regional disparities in satisfaction, with more developed areas providing superior teleconsultation experiences, likely due to stronger infrastructure and resources. Moreover, variations were identified in how emotions affect satisfaction across regions, underscoring the need for context-specific approaches. Strategies that enhance trust and mitigate fear in less developed regions appear essential. These insights emphasize the importance of aligning digital healthcare initiatives with patient-centered, regionally tailored management practices.</div></div>","PeriodicalId":55067,"journal":{"name":"Health Policy","volume":"162 ","pages":"Article 105449"},"PeriodicalIF":3.4000,"publicationDate":"2025-09-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Health Policy","FirstCategoryId":"3","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0168851025002040","RegionNum":3,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HEALTH CARE SCIENCES & SERVICES","Score":null,"Total":0}

引用次数: 0

Abstract

Background

Digital healthcare transformation requires incorporating patient perspectives. Increasingly proactive citizens utilize teleconsultation, fostering doctor–patient–technology integration that enhances system efficiency, service quality, and sustainable healthcare management.

Objective

This study focuses on exploring perceptions of satisfaction related to teleconsultation, using emotions detected on X (Twitter) as a reference.

Methods

First, an analysis of the predominant emotions in the posts (tweets) of users belonging to the three main metropolitan areas is carried out. Then, using one type of structural equation modelling that is Partial Least Square (PLS-SEM), we identify the emotions that have the most significant influence on the variability of satisfaction, taking into account geographical differences.

Results

The results highlight trust as the most relevant emotion to explain the variation in satisfaction and reveal statistically significant differences between the different areas analysed. A considerable proportion of the population is not satisfied with this mode of healthcare provision.

Conclusions

This study highlights key factors influencing the integration of teleconsultation into healthcare systems. Patient perspectives and emotional responses—particularly trust, anticipation, fear, and sadness—are critical for successful implementation. Findings reveal regional disparities in satisfaction, with more developed areas providing superior teleconsultation experiences, likely due to stronger infrastructure and resources. Moreover, variations were identified in how emotions affect satisfaction across regions, underscoring the need for context-specific approaches. Strategies that enhance trust and mitigate fear in less developed regions appear essential. These insights emphasize the importance of aligning digital healthcare initiatives with patient-centered, regionally tailored management practices.

查看原文本刊更多论文

与远程咨询相关的情绪：对智利X （Twitter）用户信息的分析

数字化医疗转型需要纳入患者视角。越来越积极主动的公民利用远程咨询，促进医患技术集成，提高系统效率、服务质量和可持续的医疗保健管理。目的本研究以X （Twitter）上检测到的情绪为参考，探讨与远程咨询相关的满意度感知。方法首先，对三个主要都市圈用户的帖子（推文）中的主导情绪进行分析。然后，使用一种类型的结构方程模型，即偏最小二乘法（PLS-SEM），我们确定了对满意度变异性影响最显著的情绪，同时考虑到地理差异。结果结果强调信任是解释满意度变化的最相关情绪，并揭示了不同分析领域之间的统计学显著差异。相当大比例的人口不满意这种医疗保健提供模式。结论本研究突出了影响远程会诊融入医疗保健系统的关键因素。病人的观点和情绪反应——尤其是信任、期待、恐惧和悲伤——是成功实施的关键。调查结果揭示了满意度的地区差异，更发达的地区提供更好的远程咨询体验，可能是由于更强大的基础设施和资源。此外，不同地区的情绪影响满意度的方式也存在差异，这强调了针对具体情况的方法的必要性。在欠发达地区加强信任和减轻恐惧的战略似乎至关重要。这些见解强调了将数字医疗保健计划与以患者为中心的区域定制管理实践相结合的重要性。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Health Policy 医学-卫生保健

CiteScore

6.40

自引率

6.10%

发文量

157

审稿时长

3-8 weeks

期刊介绍： Health Policy is intended to be a vehicle for the exploration and discussion of health policy and health system issues and is aimed in particular at enhancing communication between health policy and system researchers, legislators, decision-makers and professionals concerned with developing, implementing, and analysing health policy, health systems and health care reforms, primarily in high-income countries outside the U.S.A.