Cited by 289Telemedicine and Telehealth ImplementationPatient Satisfaction in HealthcareTechnology Use by Older Adults

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A Review of Patient and Provider Satisfaction with Telemedicine

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Nguyen, Mary, Waller, Morgan, Pandya, Aarti, Portnoy, Jay·2020·Current Allergy and Asthma Reports

DOI 10.1007/s11882-020-00969-7PMC PMC7505720

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Abstract

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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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
Publisher: Springer Science and Business Media LLC
Published: 2020-09-22
Volume: 20
Issue: 11
Pages: 72-72
ISSN: 1529-7322 (ISSN-L)
1534-6315
DOI: 10.1007/s11882-020-00969-7
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
FWCI: 7.02
Type: journal article
Language: en
Open access: bronze
doi.org
Licence: www.springernature.com/gp/researchers/text-and-data-mining (tdm)
www.springernature.com/gp/researchers/text-and-data-mining (vor)
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
Health Sciences › Medicine › Geriatrics and Gerontology › 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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A Review of Patient and Provider Satisfaction with Telemedicine

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