An evaluation of patient satisfaction with telemedicine at the Rheumatology Outpatient Clinic of the San Fernando Teaching Hospital

Abstract

Aim: To explore patient satisfaction with telemedicine and its associated factors at the Rheumatology Outpatient Clinic, San Fernando Teaching Hospital (SFTH), and to determine patient preference for health-related consultations.

Methods: 305 patients were surveyed via consecutive sampling. Data was obtained via interviewer-administered questionnaires in a clinical setting, capturing demographics, challenges with face-to-face consultations, and patient perspectives on telemedicine. Items from the Telemedicine Satisfaction Questionnaire and Telehealth Usability Questionnaire were modified to capture impact. Data was analyzed using descriptive and inferential statistics (SPSS version 29).

Results: Most respondents were ≥ 40 years old (77.7%), Indo-Caribbean (66.2%), female (89.2%), unemployed (64.9%), and had secondary level education or higher (76.1%). Time off issues (13.0%), timing inconvenience (12.4%), and traveling costs (12.4%) were identified as challenges with face-to-face consultations. Fear of interaction (22.9%) and financial difficulty (22.7%), widely resulting from COVID-19, were additional challenges. Most patients reported satisfaction with telemedicine (71.5%), relating to easier access to health services (65.9%). Combined telemedicine and face-to-face consultations, as appropriate, were the most preferred option (73.4%). Several socio-demographic factors influenced patient satisfaction and preference for telemedicine services, with telemedicine convenience being the most significant factor.

Conclusions: The results conclude that patients at the Rheumatology Outpatient Clinic are satisfied with the current telemedicine service as a method of providing continuity of care (p > 0.001). Challenges encountered with face-to-face consultations and the COVID-19 pandemic can influence patients’ level of satisfaction with and preference for telemedicine. Telemedicine convenience was the most significant factor influencing patient satisfaction and preference (p > 0.001). Most patients’ preference for a combination approach of both telemedicine and face-to-face consultations reflects the current standard of care. The findings of this study suggest that telemedicine is reasonable to incorporate into outpatient care for patients with chronic rheumatological diseases.

Keywords

Digital health / telemedicine / patient satisfaction / convenience

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