受患者人口统计学因素影响的远程医疗患者满意度维度
Telemedicine Patient Satisfaction Dimensions Moderated by Patient Demographics.
作者信息
Mason Andrew N, Brown Matt, Mason Kevin
机构信息
Faculty of Medicine, Juntendo University, 2-1-1 Hongo, Bunkyo, Tokyo 113-8421, Japan.
College of Business, Arkansas Tech University, 106 West O Street, Russellville, AR 72801-2222, USA.
出版信息
Healthcare (Basel). 2022 Jun 1;10(6):1029. doi: 10.3390/healthcare10061029.
BACKGROUND
A multi-dimensional telemedicine patient satisfaction measure is utilized to provide managerial insights into where service improvements are needed and factors that impact patient service perceptions. This research explores the influence of patient demographics on telemedicine satisfaction. Four dimensions of telemedicine patient satisfaction (health benefits, patient-centered care, monetary costs, and non-monetary costs) were compared across patient gender, income, and education levels.
METHODS
A survey of 440 US telemedicine patients on patient satisfaction was measured with Likert scale items to create a multi-dimensional construct using the SERVQUAL model. MANOVA, ANOVA, and linear contrasts were used to examine the impact of patient demographics on telemedicine satisfaction dimensions.
RESULTS
The findings revealed that patient demographic characteristics moderated various dimensions of their telemedicine experience satisfaction. Satisfaction with telemedicine health benefits was moderated by patient gender and income levels. Patient-centered care was moderated by patient gender, income, and education levels. Satisfaction with the monetary cost of telemedicine was associated with patient gender and education level. Patient education level influenced their satisfaction with telemedicine non-monetary costs.
DISCUSSION
Notable trends include generally higher patient satisfaction for women and those with lower education levels. Patient income showed mixed trends regarding the four dimensions of patient satisfaction. Improvements in patient health literacy along with customized services may improve telemedicine patient care satisfaction and health outcomes.
CONCLUSIONS
Measuring telemedicine patient satisfaction with a multi-dimensional assessment tool provides insights into how patient demographics influence perceptions of services received. The findings highlighted perceptions of telemedicine patient satisfaction dimensions that differed across patient demographics and provided insights into their overall impact on telemedicine patient satisfaction.
背景
采用多维远程医疗患者满意度测量方法，以便为确定需要改进服务的方面以及影响患者服务认知的因素提供管理见解。本研究探讨患者人口统计学特征对远程医疗满意度的影响。比较了不同性别、收入和教育水平患者在远程医疗患者满意度四个维度（健康益处、以患者为中心的护理、货币成本和非货币成本）上的差异。
方法
对440名美国远程医疗患者进行了关于患者满意度的调查，使用李克特量表项目进行测量，以采用SERVQUAL模型构建一个多维结构。使用多变量方差分析、方差分析和线性对比来检验患者人口统计学特征对远程医疗满意度维度的影响。
结果
研究结果显示，患者人口统计学特征调节了他们远程医疗体验满意度的各个维度。远程医疗健康益处的满意度受患者性别和收入水平的调节。以患者为中心的护理受患者性别、收入和教育水平的调节。对远程医疗货币成本的满意度与患者性别和教育水平相关。患者教育水平影响他们对远程医疗非货币成本的满意度。
讨论
显著趋势包括女性和教育水平较低者的患者满意度普遍较高。患者收入在患者满意度的四个维度上呈现出混合趋势。提高患者健康素养以及提供定制服务可能会提高远程医疗患者护理满意度和健康结果。
结论
使用多维评估工具测量远程医疗患者满意度，有助于深入了解患者人口统计学特征如何影响对所接受服务的认知。研究结果突出了不同患者人口统计学特征在远程医疗患者满意度维度上的认知差异，并深入了解了它们对远程医疗患者满意度的总体影响。
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