Tovar-Martínez Jeziel Isaí, Romero-Ibarguengoitia Maria Elena, Elvira Torres-Almaguer Claudia
School of Medicine and Science Health, Tecnologico de Monterrey, Monterrey, Nuevo Leon Mexico.
Research and Teaching Department, Hospital Clinica Nova de Monterrey, San Nicolas de los Garza, Nuevo Leon Mexico.
Telemed J E Health. 2022 May;28(5):736-742. doi: 10.1089/tmj.2021.0320. Epub 2021 Sep 9.
Background:The COVID-19 pandemic prompted health organizations to use telemedicine as an option to continue providing medical services. There is no telemedicine patient satisfaction survey validated in Spanish.
Aim of the study:To develop and validate a telemedicine patient satisfaction survey and know the level of satisfaction with this type of consultation implemented at Hospital Clinica Nova during the COVID-19 pandemic.
Methods:This was a qualitative study implemented in a private hospital in Monterrey, Mexico, of patients who attended telemedicine from April to August 2020. Content validity was obtained by a two-round Delphi study with the participation of 11 experts. We conducted six patient interviews for the apparent validity of the items. The questionnaire was administered to 120 patients for statistical analysis. We made an item reduction by interitem and item-total correlation analyses, stability validation by a test-retest, a test of reliability by Cronbach's alpha, and extraction of factors by a factorial analysis.
Results:We obtained a validated nine-item questionnaire, eight items on a Likert scale (range 1-7), and one for a Net Promoter Score (NPS). Two factors explained the structure of the questionnaire and it had an Cronbach alpha = 0.86. The mean population satisfaction score was 6.35 and 43% in NPS.
Discussion:In general, good satisfaction results were obtained, and most patients considered telemedicine as good as face-to-face consultation.
Conclusions:The scale developed was valid and reliable for the hospital population. However, due to the characteristics of the items, it may apply to other Spanish-speaking health organizations that use telemedicine for patient care.
新冠疫情促使卫生组织将远程医疗作为继续提供医疗服务的一种选择。目前尚无经过西班牙语验证的远程医疗患者满意度调查问卷。
开发并验证一份远程医疗患者满意度调查问卷，并了解在新冠疫情期间，墨西哥蒙特雷新临床医院开展的此类会诊的满意度水平。
这是一项在墨西哥蒙特雷一家私立医院进行的定性研究，研究对象为2020年4月至8月接受远程医疗服务的患者。通过两轮德尔菲研究获得内容效度，有11位专家参与。为检验项目的表面效度，我们对6名患者进行了访谈。向120名患者发放问卷以进行统计分析。我们通过项目间和项目与总分相关性分析进行项目精简，通过重测检验进行稳定性验证，通过克朗巴哈系数进行信度检验，并通过因子分析提取因子。
我们获得了一份经过验证的包含9个条目的问卷，其中8个条目采用李克特量表（范围为1 - 7），1个用于净推荐值（NPS）。两个因子解释了问卷结构，其克朗巴哈系数α = 0.86。总体满意度得分平均为6.35，净推荐值为43%。
总体而言，获得了良好的满意度结果，大多数患者认为远程医疗与面对面会诊一样好。
所开发的量表对医院人群有效且可靠。然而，由于条目的特性，它可能适用于其他使用远程医疗进行患者护理的西班牙语卫生组织。
