Health Services Management Research Center, Institute for Futures Studies in Health, Kerman University of Medical Sciences, Kerman, Iran.
Neuroscience Research Center, Institute of Neuropharmacology, Kerman University of Medical Sciences, Kerman, Iran.
Int J Med Inform. 2021 Jul;151:104474. doi: 10.1016/j.ijmedinf.2021.104474. Epub 2021 May 4.
This study aimed to evaluate the patients' satisfaction with using store-and-forward voice and text messaging teleconsultation service to provide primary health care to patients during the COVID-19 pandemic.
A cross-sectional survey was conducted between October 1 and December 1, 2020, in Iran. The study population consisted of patients who used the service. Three hundred-ninety-six patients were enrolled in the study by convenience sampling. Data were collected by a researcher-made questionnaire. The face, comprehensibility, and content validity of the questionnaire were tested and met. The reliability of this questionnaire was confirmed (r = 0.9). Descriptive statistics and multinomial logistic regression were conducted. Data were analyzed using STATA 14.0 software.
In total, 396 patients responded to the online questionnaire. The mean age of patients was 37 ± 10.31 years. More than half of them had an academic degree (65.40 %). Teleconsultation was considered satisfactory by 172 patients (43.43 %), while more than half of the patients (56.57 %) were unsatisfied with teleconsultation. In terms of "quality of care provided" and "patient information privacy" components, around 41 % of patients were satisfied. However, the number of patients who feel satisfied with teleconsultation's similarity to a face-to-face encounter was lower (37.88 %). The results showed no significant relationship between age, gender, education, and overall satisfaction (p > 0.05). The association between overall satisfaction and health status was (AOR = 1.51, 95 % CI = 1.16-1.96).
More than half of patients from our study did not have a good experience with teleconsultation. This is also partially due to the use of existing communication platform, instead of custom-made solution. It is necessary to improve the services' quality and meet patients' needs to optimize patients' experience, particularly during a health crisis, resulting in better health outcomes and end-user satisfaction.
本研究旨在评估患者对使用存储转发语音和短信远程咨询服务在 COVID-19 大流行期间为患者提供初级保健的满意度。
2020 年 10 月 1 日至 12 月 1 日在伊朗进行了一项横断面调查。研究人群由使用该服务的患者组成。通过便利抽样，396 名患者被纳入研究。数据由研究人员自制问卷收集。问卷的表面效度、可理解性和内容效度经过了测试并符合要求。该问卷的可靠性得到了确认（r = 0.9）。采用描述性统计和多项逻辑回归进行分析。数据采用 STATA 14.0 软件进行分析。
共有 396 名患者在线回答了问卷。患者的平均年龄为 37 ± 10.31 岁。超过一半的人具有学历（65.40%）。172 名患者（43.43%）认为远程咨询令人满意，而超过一半的患者（56.57%）对远程咨询不满意。在“提供的护理质量”和“患者信息隐私”两个方面，约有 41%的患者感到满意。然而，对远程咨询与面对面咨询相似程度感到满意的患者比例较低（37.88%）。结果显示，年龄、性别、教育程度与总体满意度之间无显著关系（p>0.05）。总体满意度与健康状况之间存在关联（AOR = 1.51，95%CI = 1.16-1.96）。
我们研究中的一半以上患者对远程咨询的体验不佳。这在一定程度上也是由于使用了现有的通信平台，而不是定制的解决方案。有必要提高服务质量，满足患者的需求，以优化患者的体验，特别是在卫生危机期间，从而获得更好的健康结果和最终用户满意度。
