A Review of Patient and Provider Satisfaction with Telemedicine
Open accessAbstract
Purpose of review The purpose of this review is to describe the determinants of satisfaction with telemedicine (TM) and how they compare with in-person visits from both the perspective of patients and of providers.Recent findings The use of TM will expand only if patients and providers are at least as satisfied with it as they are with in-person visits. Since deviations from expected care can result in reduced satisfaction regardless of the quality of the visit or objective medical outcomes, it is important to understand and to help form those expectations when possible. Patients consistently report 95-100% satisfaction rate with TM when compared with in-person appointments. They tend to cite the convenience of decreased travel times and costs as the main drivers for satisfaction with TM. Providers tend to be satisfied with TM if they have input into its development, there is administrative support, the technology is reliable and easy to use, and if there is adequate reimbursement for its use. Satisfaction with TM is necessary for adoption of this new technology. To improve satisfaction it is important to consider factors that drive it both for patients and for providers.
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From qualitative reports, the convenience of decreased travel time and costs and the reassurance of being monitored are the most likely reasons for patients preferring telemonitoring over usual care.
“From qualitative reports, the convenience of decreased travel time and costs and the reassurance of being monitored are the most likely reasons for patients preferring telemonitoring over usual care [176].”
From Interactive Remote Patient Monitoring Devices for Managing Chronic Health Conditions: Systematic Review and Meta-analysis (2022) · cites this paper as [176]
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- Authors
- Nguyen, M., Waller, M., Pandya, A., & Portnoy, J.
- Affiliations
- Children's Mercy Hospital (US)
- Corresponding author
- Portnoy, Jay
- ORCID
- Portnoy, Jay
- Venue
- Current Allergy and Asthma Reports
- Published
- 2020-09-22
- Volume
- 20
- Issue
- 11
- Pages
- 72-72
- ISSN
- 1529-7322 (ISSN-L)
- 1534-6315
- PMC
- PMC7505720
- OpenAlex
- W3087219705
- Cited by
- 289
- References
- 37
- Citations by year
- 2026: 17 · 2025: 31 · 2024: 69 · 2023: 73 · 2022: 58 · 2021: 36 · 2020: 1 · 2018: 1 · 2013: 2
- FWCI
- 7.02
- Type
- journal article
- Language
- en
- Open access
- bronze
- doi.org
- Licence
- Locations
- Current Allergy and Asthma Reports (publishedVersion)
- PubMed Central (publishedVersion)
- PubMed (publishedVersion)
- Topics
- Health Sciences › Medicine › Public Health, Environmental and Occupational Health › Telemedicine and Telehealth Implementation
- Health Sciences › Health Professions › General Health Professions › Patient Satisfaction in Healthcare
- Social Sciences › Demography › Technology Use by Older Adults
- Keywords
- telemedicine, patient satisfaction, provider satisfaction, in-person visits, technology adoption, travel time and cost, reimbursement, technology reliability, administrative support, patient expectations
- MeSH terms
- Health Personnel, Humans, Patient Satisfaction, Telemedicine
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