PATIENT SATISFACTION AT TELEMEDICINE CENTER IN COVID-19 PANDEMIC - SHAHEED ZULFIQAR ALI BHUTTO MEDICAL UNIVERSITY, (SZABMU) ISLAMABAD

Abstract

Objective: To assess the patient satisfaction of health care services offered at the telemedicine center at SZABMU, Islamabad during COVID-19 Pandemic. Study Design: Cross-sectional study. Place and Duration of Study: Department of Medical Education/Tele-medicine Centre SZABMU Islamabad, from Mar 2020 to Apr 2020. Methodology: Data of all calls was collected on a pre-piloted closed-ended questionnaires Important parameters were included demographic details, Corona score and other co-morbidities. COVID-19 related calls were divided into three categories 1, 2, 3 based on the severity of symptoms and advised accordingly. Non COVID-19 related calls were referred to concerned specialties. Results: Total numbers of calls were 765 with majority 578 (75.6%), male callers. 230 (30%) callers were between 20 to 30 years of age. Only 3 (0.5%) of callers were asked to consult the hospital immediately because they had high Corona score. 734 (96%) of callers were satisfied with tele-consultation and repeat call rate was only 22 (3%). Conclusion: Medical Consultations on Helplines and Telemedicine are an effective means of communication and reliable consultations in the pandemic outbreak and can help spread awareness and alleviate worry. This can avoid unnecessary visit of the hospital thus reducing pressure on already constrained health care facilities.

Keywords

• pandemic
• patient acceptance of health care
• patient satisfaction
• telemedicine