Correlates to patients’ satisfaction with telemedicine services: Inputs to an enhancement plan

Abstract

This survey-correlational study aimed to determine the correlates to patient-employees’ satisfaction to telemedicine services at a private Higher Education Institution (HEI). The findings of this study served as inputs for the development of an Enhancement Plan to improve and optimize HEI's telemedicine services. The data from 260 participants of the study were collected in May 2020- August 2024 using researcher-made Perception Questionnaire, Attitudinaire and the adopted Patient Satisfaction Rating Form (CPU MC 19). Descriptive statistics employed were frequency counts, percentages, means, and standard deviations; while inferential statistics were the t-test for independent samples, one way Analysis of Variance (ANOVA) and the Pearson’s r, set at .05 alpha. Study results revealed that majority of the HEI patient-employees who sought teleconsultation at the University Medical Clinic were females, older, (35 years and above), mostly college graduates, had moderate digital proficiency, belonged to the non-teaching staff and had already availed of telemedicine services outside the institution’s medical clinic. Further, the HEI patient-employees had very good perceptions towards telemedicine services; had positive attitude towards telemedicine services and were very satisfied with telemedicine services of the institution. Furthermore, HEI patient-employees differed significantly in their perceptions towards telemedicine when they were classified according to educational attainment, digital proficiency and institutional work designation; in their attitude towards telemedicine when they were classified according to sex, age and institutional work designation; and in the level of their satisfaction towards telemedicine services when they were categorized according to digital proficiency and institutional work designation. Additionally, significant relationships were noted between the participants’ sex and perception; between institutional work designation and perception; between perception and attitude; and between attitude and level of satisfaction towards telemedicine services. Finally, an Enhancement Plan of Telemedicine Services of the University Medical Clinic was developed based on the results of the study.