Telemedicine Effectiveness and its impact on Patient Satisfaction and loyalty
Keywords:Telemedicine, Patient Satisfaction, Patient loyalty, Communication, Teleconsultation.
Telemedicine uses latest telecommunication methods to provide information and services related to disease and their management. It is a popular tool for delivery of health services across the world. To the common man it has proved to be a blessing in disguise. The study tries to analyse patient satisfaction levels with telemedicine specifically clinical teleconsultation between the doctor’s and the patient and to explore the subsequent effects of satisfaction on patient loyalty and reuse intention of telemedicine by the patients. Telehealth services were considered when consultations done through a computer or mobile or tablet which has a camera facility. There was found to be a significant correlation between explaining the problem to healthcare provider and the interest of the provider in the patient’s problem (0.728). There reflects a strong negative correlation between reuse intention of telemedicine platforms and patient satisfaction (-0.529). Factor analysis for data reduction was also carried out and revealed that 82.61% of variance in patient satisfaction is contributed by three factors. The study concludes that the satisfaction levels of the patients to a large extent are a result of the communication established between treatment and care providers and their patients. The more clarity in patients’ deliverables in communicating his problem the more is the responsiveness in form of teleconsultation from the health care provider’s end.