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A Review of Patient Satisfaction and Experience with Telemedicine: A Virtual Solution During and Beyond COVID-19 Pandemic
Abstract
Introduction: This article reviews the studies examining patients' perspective toward telemedicine and their preference for virtual health care services. Methods: An electronic literature search using PubMed was conducted to identify relevant research studies published between December 2019 and August 2020. Twenty-five studies were selected out of 1,041 studies based on inclusion and exclusion criteria, which highlight patients' satisfaction and experience with the use of telemedicine during the pandemic. Results: The findings based upon 48,144 surveyed patients and 146 providers in 12 different countries revealed high satisfaction with virtual encounters across a spectrum of diseases. Telemedicine was found satisfactory on various outcome measures, such as addressing patients' concerns, communication with health care providers, usefulness, and reliability. Most common advantages were time saved due to lesser traveling and waiting time, better accessibility, convenience, and cost efficiency. Age and sex did not significantly impact the satisfaction levels. Physicians and patients both showed a strong preference for continued usage and agreed upon telemedicine's potential to complement the regular health care services even after the pandemic. Technical challenges (reported in 10 studies) and lack of physical examination (reported in 13 studies) were the main limitations encountered in virtual visits. Conclusions: Long-term sustainability of telemedicine for all socioeconomic classes requires closer scrutiny of issues such as technology, training, reimbursement, data privacy, legal guidelines, and framework. Telemedicine must be adopted as a proactive strategy and scaled-up even beyond emergency usage due to its immense potential in complementing conventional health care services, such as diagnosis, treatment, follow-up, surveillance, and infection control.
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“In general, studies on the satisfactory level of use of telehealth services during the COVID-19 pandemic suggested it was above average by patients and health professional users and often they showed their willingness to continue with the use of telecare even after the pandemic [56,57,58,59,60,61,62].”
From Telehealth and COVID-19 Pandemic: An Overview of the Telehealth Use, Advantages, Challenges, and Opportunities during COVID-19 Pandemic (2022) · cites this paper as [61]
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Phianphitthayakul, O.-A., Li, J., Rongkapich, R., Karroon, P., Vatrasresth, J., Jaisamrarn, U., & Santibenchakul, S. (2023) · Digital Health · doi:10.1177/20552076231203877 · Cited by 6
“43 Understanding client needs can help develop telehealth services that meet individual needs and preferences.”
BackgroundIvanova, J., Wilczewski, H., Klocksieben, F. A., Cummins, M. R., Soni, H., Ong, T., Barrera, J. F., Harvey, J., O'Connell, N. S., McElligott, J. T., et al. (2024) · JMIR Human Factors · doi:10.2196/51056 · Cited by 7
Acceptance of Innovative Technologies Among Healthcare Professionals—A Cross‐Sectional Study
Warshawski, S., & Ratzon, N. Z. (2025) · Nursing and Health Sciences · doi:10.1111/nhs.70142 · Cited by 6
Einarsson, S., Thoresen, L., Tobberup, R., & Paur, I. (2024) · Clinical Nutrition Open Science · doi:10.1016/j.nutos.2024.05.009 · Cited by 6
Chuen, V. L., Dholakia, S., Kalra, S., Watt, J. A., Wong, C. L., & Ho, J. M.-W. (2023) · Canadian Geriatrics Journal · doi:10.5770/cgj.26.645 · Cited by 6
Intimate Partner Violence and Telemedicine Usage and Satisfaction Early in the COVID-19 Pandemic
Fatabhoy, M. G., Zhu, G., Lajaunie, A., Schneiderhan, J. R., & Pierce, J. (2023) · The Journal of the American Board of Family Medicine · doi:10.3122/jabfm.2023.230021r1 · Cited by 6
“Although COVID-19 necessitated the rapid shift to telemedicine, its early presumed success has made its continuation tenable and, in many ways, desirable.(3) Indeed, telemedicine offers increased accessibility and the potential for needed care despite potential barriers, such as limited time, lack of transportation, a…”
BackgroundFadaizadeh, L., Velayati, F., & Arab‐Zozani, M. (2024) · Healthcare Informatics Research · doi:10.4258/hir.2024.30.3.206 · Cited by 5
“Among them, the cohort study demonstrated superior quality compared to the cross-sectional and case-control studies.”
ResultDNN-Based Hospital Service Satisfaction Using GCNNs Learning
Song, Z., & Ma, S. (2023) · IEEE Access · doi:10.1109/access.2023.3289867 · Cited by 5
“After obtaining the loss value, the model updates each parameter through backpropagation to reduce the loss between the real value and the predicted value, so that the predicted value generated by the model moves closer to the real value, thereby achieving the purpose of learning [26].”
MethodAthavale, P., Wong, R. J., Satre, D. D., Monto, A., Cheung, R. C., Chen, J. Y., Batki, S. L., Ostacher, M. J., Snyder, H. R., Widiarto, B. D., et al. (2023) · Gastro Hep Advances · doi:10.1016/j.gastha.2023.11.006 · Cited by 5
“35,36 Moreover, a focus on management of liver disease rather than alcohol treatment within the telehepatology specialty setting or lack of linkage to addiction services may have contributed to lower use and satisfaction.”
BackgroundWaheed, M. A., Mannai, L. A., Khudadad, H., Alenbawi, J., Mansaray, M. A., & Abdulla, S. A. A. (2023) · JMIR Formative Research · doi:10.2196/42753 · Cited by 5
“The lack of health care workers, diversion of health care staff to COVID-19 management, cancellation of planned treatments, and risk of viral transmission during on-site patient visits have disrupted health care services [5].”
BackgroundWang, Q., Chang, W.-Y., Han, M.-M., Hu, Y.-X., Lin, S.-S., & Gu, Y.-C. (2024) · Frontiers in Public Health · doi:10.3389/fpubh.2024.1291916 · Cited by 5
“A retrospective survey indicated that telemedicine was found satisfactory on various outcome and the most common advantages were time saved (30).”
BackgroundTempelaar, W. M., Kozloff, N., Crawford, A. S., Voineskos, A. N., Addington, D. E., Alexander, T., Baluyut, C., Bromley, S., Brooks, S., de Freitas, L., et al. (2023) · Frontiers in Health Services · doi:10.3389/frhs.2022.995392 · Cited by 5
Lu, M., Crooks, R., Pricop, D. F., Cox, E., Anghelescu, B. A.-M., Hamilton, M. G., Martino, D., Bruno, V. A., Josephson, C. B., Patten, S. B., et al. (2023) · Health and Technology · doi:10.1007/s12553-023-00754-2 · Cited by 5
Carrillo, M. J., González-Rábago, Y., Miguel, R. G., & Bueno, M. B. (2023) · Atención Primaria · doi:10.1016/j.aprim.2023.102702 · Cited by 7
Medicaid Home and Community-Based Services in the Wake of the COVID-19 Pandemic
Miller, E. A., & Beauregard, L. K. (2023) · Journal of Health Politics Policy and Law · doi:10.1215/03616878-10989703 · Cited by 5
Virtual Care: Perspectives From Family Physicians
Ritchie, O., Koptyra, E., Marquis, L. B., Kadri, R., Laurie, A. R., Vydiswaran, V. G. V., Li, J., Brown, L. K., Veinot, T. C., Buis, L. R., et al. (2024) · Family Medicine · doi:10.22454/fammed.2024.592756 · Cited by 5
Dumassais, S., Grewal, K. S., Aubin, G., O’Connell, M. E., Phillips, N. A., & Wittich, W. (2024) · JMIR Formative Research · doi:10.2196/58537 · Cited by 5
Online conferencing platforms as operational tools by health professionals: A pilot study
Papadopoulou, E., Parlapani, E., & Αρμακόλας, Σ. Ι. (2022) · Advances in Mobile Learning Educational Research · doi:10.25082/amler.2022.01.006 · Cited by 6
“In the majority of the studies, online health services are well accepted by patients (Cataldo et al., 2021; Nanda & Sharma, 2021; Miller et al., 2021).”
BackgroundMethodInfluentialTelemedicine for pediatric orthopedic visits: evaluating usability and satisfaction.
Hanna, G., Siddiqui, B., Jernigan, E. A., & Edobor‐Osula, F. (2022) · PubMed · doi:10.1097/bpb.0000000000000912 · Cited by 4
Level of Patient Satisfaction with Quality of Primary Healthcare in Almaty During COVID-19 Pandemic
Шаки, Д. Т., Aimbetova, G. Е., Baisugurova, V., Канушина, М. А., Chegebayeva, A., Arailym, M., Merkibekov, E., & Karibayeva, I. K. (2025) · International Journal of Environmental Research and Public Health · doi:10.3390/ijerph22050804 · Cited by 4
“Cross-ventilation is linked to patient satisfaction because it improves air quality, temperature control, and lighting, which creates a more comfortable and pleasant environment [42].”
Ishimwe, M. C. S., Hendrie, D. V., Carey, T. A., Affandi, J. S., Ha, N. T., Critchley, S., Mushtaq, A., Anees, S., Sitou, H., Song, C. S., et al. (2025) · Journal of Multimorbidity and Comorbidity · doi:10.1177/26335565251344433 · Cited by 4
“10,11 Despite its potential, telehealth encounters signi fi cant challenges in rural populations.”
Interprofessional team training via telemedicine in medical and nursing education
Härgestam, M., Morian, H., & Lindgren, L. (2024) · BMC Medical Education · doi:10.1186/s12909-024-06104-8 · Cited by 5
“Telemedicine has seen widespread increase in usage since the start of the Covid-19 pandemic, and several studies have indicated that it leads to satisfied patients while also being cost effective [29, 30].”
BackgroundWong, A. K. C., Liu, L. Z., Wong, F. K. Y., Liang, J., Tong, D. W. K., Chan, M. L., Wong, M. K., Wong, B. C., Tang, C. Y. S., Ho, W. H., et al. (2025) · Frontiers in Digital Health · doi:10.3389/fdgth.2025.1665424 · Cited by 4
“Studies support the argument that patient satisfaction with telemedicine hinges on the ability to provide a truly remote, uninterrupted healthcare experience, which is particularly valuable for those managing chronic diseases (46, 48).”
Telehealth in hypertensive patients: to whom, how and for how long?
Васильевич, И. М., & Конради, А. О. (2022) · Arterial’naya Gipertenziya (Arterial Hypertension) · doi:10.18705/1607-419x-2022-28-2-108-125 · Cited by 5
Covid-19 Self-Isolation Telemedicine Service User Satisfaction in Indonesia
Wulandari, A., & Febrianti, F. (2022) · Al-sihah The Public Health Science Journal · doi:10.24252/al-sihah.v14i2.31793 · Cited by 4
Listorti, E., Ferrara, L., Adinolfi, A., Gerardi, M. C., Ughi, N., Tozzi, V. D., & Epis, O. M. (2023) · BMC Health Services Research · doi:10.1186/s12913-023-09575-5 · Cited by 4
Use of a Virtual Multi-Disciplinary Clinic for the Treatment of Post-COVID-19 Patients
Rahamim‐Cohen, D., Kertes, J., Feldblum, I., Shamir-Stein, N., & David, S. S. B. (2024) · Healthcare · doi:10.3390/healthcare12030376 · Cited by 4
“This is in line with the literature, which cites high levels of patient satisfaction for various types of virtual clinic [32].”
ResultTelemedicine and Neurology: A Survey of Neurology Patients in a Nigerian Tertiary Hospital
Yakubu, A. O., Olalude, O. E., Salami, M. S., Amuta, A. C., Amusa, A. O., Salaudeen, H. A., & Awoyemi, A. J. (2024) · Cureus · doi:10.7759/cureus.57916 · Cited by 4
Söderberg, D., Bonn, S. E., Sjöblom, L., Dahlgren, A., Muli, I., Amer‐Wåhlin, I., Bertilson, B. C., Farrokhnia, N., Hvitfeldt, H., Taloyan, M., et al. (2024) · Journal of General Internal Medicine · doi:10.1007/s11606-024-08781-z · Cited by 5
Dabass, J., Dabass, M., & Dabass, B. S. (2024) · Elsevier eBooks · doi:10.1016/b978-0-443-24049-2.00004-2 · Cited by 4
Haruna, J., Minamoto, N., Shiromaru, M., Taguchi, Y., Makino, N., Kanda, N., & Uchida, H. (2022) · Healthcare · doi:10.3390/healthcare10030518 · Cited by 4
“During the COVID-19 pandemic, healthcare professionals have reported that adequate infection control measures are important for reducing the risk of viral infection and patient anxiety about the virus [72].”
BackgroundLow-Tech High-Value(s) Care: No Patient Left Behind
Alkureishi, M. A., Lee, W. W., Lenti, G., Choo, Z.-Y., Benning-Shorb, J., Grob, R., Gaines, M. E., & Frankel, R. M. (2021) · The Permanente Journal · doi:10.7812/tpp/21.083 · Cited by 4
Wu, J.-J., Wu, C., Lee, M., Huang, C.-C., Huang, Y., & Hsu, P.-S. (2022) · Healthcare · doi:10.3390/healthcare10101965 · Cited by 4
“Challenges with technical issues and lack of physical examination were the main concern encountered in telemedicine [14].”
BackgroundImpact of Heart Disease History on Safety of Telemedicine Cardiac Clearance Appointments
Siegel, N. M., Lambrechts, M. J., Issa, T. Z., Karamian, B. A., Wang, J., Carter, M., Lieb, Z., Zaworski, C., Dambly, J. M., Canseco, J. A., et al. (2022) · Journal of the American Academy of Orthopaedic Surgeons · doi:10.5435/jaaos-d-22-00456 · Cited by 4
Metadata
- Authors
- Nanda, M., & Sharma, R.
- Affiliations
- Delhi Technological University (IN)
- Corresponding author
- Sharma, Rajesh
- Venue
- Telemedicine and e-Health
- Publisher
- SAGE Publications
- Published
- 2021-12-01
- Volume
- 27
- Issue
- 12
- Pages
- 1325-1331
- ISSN
- 1530-5627 (ISSN-L)
- 1556-3669
- OpenAlex
- W3138170804
- Semantic Scholar
- ce745a7f0dd0f3e95a0ec7bcb0387f54d43d2c57
- Cited by
- 211
- References
- 65
- Citations by year
- 2026: 16 · 2025: 35 · 2024: 55 · 2023: 55 · 2022: 42 · 2021: 8
- FWCI
- 7.22
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Telemedicine Journal and e-Health (publishedVersion)
- PubMed (publishedVersion)
- Topics
- Health Sciences › Medicine › Public Health, Environmental and Occupational Health › Telemedicine and Telehealth Implementation
- Health Sciences › Dentistry › General Dentistry › Dental Research and COVID-19
- Health Sciences › Health Professions › General Health Professions › Patient Satisfaction in Healthcare
- Keywords
- telemedicine, patient satisfaction, patient experience, COVID-19 pandemic, virtual care, telehealth adoption, barriers to telehealth, physician-patient communication, health care access, cost efficiency, data privacy, telehealth reimbursement
- MeSH terms
- COVID-19, SARS-CoV-2, Humans, Reproducibility of Results, Patient Satisfaction, Telemedicine, Pandemics
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