Frankowska Anna, Szymkowiak Marcin, Walkowiak Dariusz
Department of Organization and Management in Healthcare, Poznań University of Medical Sciences, Poznań, Poland.
Institute of Informatics and Quantitative Economics, Poznań University of Economics and Business, Poznań, Poland.
Telemed J E Health. 2022 Dec;28(12):1843-1851. doi: 10.1089/tmj.2021.0552. Epub 2022 Apr 20.
The aim of the study was to collect and evaluate the opinions of representatives of Generation Z on their satisfaction with medical teleconsultation services during the COVID-19 pandemic in Poland. An online survey was conducted from April to June 2021. We received replies from 424 students. The research tools used comprised a validated Doctor-Patient Communication (DPC) questionnaire, the Telehealth Satisfaction Scale (TeSS), and a self-authored questionnaire. About 60% of the respondents rated communication with a doctor during the remote visit as medium, with a DPC score value in the intermediate range (36-50). Only 7.5% of students rated DPC as high (DPC score over 50). Also, satisfaction with telemedicine measured by the modified Telehealth Satisfaction Scale was assessed as intermediate by 61.3% of respondents. DPC and satisfaction with telemedicine services are better assessed by students living in large cities and those who used paid telemedicine services. The need to improve the quality of DPC has been observed. Also, the functioning of telemedicine platforms, with the possibility of using images in teleconsultations would be welcome, with the concomitant leveling out of the disproportions in the quality of telemedicine services and DPC between urban and rural areas, as well as between commercial and noncommercial services. This could improve the service delivery process and, consequently, be beneficial for the competitiveness of telemedicine, which will be based on medical rather than organizational aspects.
该研究的目的是收集和评估Z世代代表对波兰新冠疫情期间医疗远程会诊服务满意度的看法。于2021年4月至6月开展了一项在线调查。我们收到了424名学生的回复。所使用的研究工具包括一份经过验证的医患沟通（DPC）问卷、远程医疗满意度量表（TeSS）以及一份自行编写的问卷。约60%的受访者将远程就诊期间与医生的沟通评为中等，DPC得分处于中等范围（36 - 50）。只有7.5%的学生将DPC评为高分（DPC得分超过50）。此外，61.3%的受访者将通过改良的远程医疗满意度量表测得的远程医疗满意度评为中等。大城市的学生以及使用付费远程医疗服务的学生对DPC和远程医疗服务的满意度评估更高。已观察到有必要提高DPC的质量。此外，远程医疗平台的运行，若能在远程会诊中使用图像将受到欢迎，同时消除城乡之间以及商业与非商业服务之间远程医疗服务和DPC质量的不均衡。这可以改善服务提供流程，从而有利于基于医疗而非组织层面的远程医疗的竞争力。
