Literature Review Findings


What factors positively influenced patient satisfaction?

Overlapping factors that increased patient satisfaction included decreased travel time, easy scheduling, decreased employment disruptions, and decreased stress (Imlach et al., 2020; Phenicie et al., 2021).

Demographics that were tied to increased satisfaction with telehealth included younger age, college students with high levels of anxiety/depression, higher income and education level (Phenicie et al., 2021; Predmore et al., 2021; Toscos et al., 2018; Vosburg et al., 2022)

Was the systematic review consistent with these findings? ------ Yes, overall the findings of the systematic review found that patient satisfaction was tied to improved patient-provider communication, improved patient outcomes, and decreased travel time (Kruse et al., 2017). 

What concerns did patients have that impacted satisfaction?

Patient concerns included the ability to be examined in person, ability to hear on the phone, cell phone and internet service reliability (Imlach et al., 2020; Predmore et al., 2021). These factors made some individuals chose a preference for in person services. 

What would patients like to see telehealth look like?

In a majority of the studies patients requested that the approach to telehealth be integrated with in person care. Many patients felt comfortable using telehealth for refilling prescriptions, routine non-emergent visits, mental health counseling. Furthermore, when the threat of COVID-19 exposure was stronger patients were open to telehealth becoming their main visit platform to help mitigate their chance of contracting it. Patients reinterated that this approach can't be a one size fits all intervention.

What ethical concerns does patient satisfaction cause in telehealth? 

Ethical concerns in this topic include adhering to what the patient wants/needs. If a provider only offers telehealth services but the patient is adament that this modality does not work for them then this creates the ethical question of if we are really serving that patient well. This could be for a number of reasons such as the patient not having stable internet or access to technology. This continues to reinforce that this visit modality needs to be reviewed case to case and is not a one size fits all intervention.