A study to assess client satisfaction about telemedicine in West Bengal during COVID-19 pandemic

Abstract

Introduction: Telemedicine is used for remote medical services including diagnosis and management during Covid 19 pandemic. Client satisfaction can maximize telemedicine acceptance during a pandemic because satisfied users are key to the success of any program. The present study was conducted to describe the clinicosocial profile of patients using telemedicine services for COVID-19-related morbidity and to assess client satisfaction with telemedicine among the beneficiaries. Materials and methods: It was an observational descriptive cross-sectional study conducted in IPGMER, Kolkata over6 months (April-September 2021) among the patients who availed the telemedicine service for Covid 19. They were approached over the telephone after informed verbal consent and interviewed. Result: The present study revealed that 85.15% of the respondents were symptomatic, whereas the most common symptoms were fever (57.27%) and cough and cold (67.58%). The commonest comorbidity present was hypertension (39.09%). No comorbidity was found among 42.73% of respondents. 59.69% were new patients and 98.18% enquired for Covid related matters and45.46% stayed within 1-5km from the hospital. Client satisfaction of 35.76% was good whereas only 2.42% had poor client satisfaction. They were satisfied with the doctor’s response, contented with the teleconsultation service, and agreed to use it in the future. Conclusion: The variations in client satisfaction scores warrant the need for tailored approaches to ensure effective and satisfactory telemedicine services. Thus regular patients’ feedback will help in strategic intervention in improving the operation of telemedicine which could impact the outcome of the telemedicine service in the future.

Keywords

• patient satisfaction
• covid 19 pandemic
• telecare
• telemedicine