Telehealth and patient satisfaction: a systematic review and narrative analysis
Open accessAbstract
Background: The use of telehealth steadily increases as it has become a viable modality to patient care. Early adopters attempt to use telehealth to deliver high-quality care. Patient satisfaction is a key indicator of how well the telemedicine modality met patient expectations. Objective: The objective of this systematic review and narrative analysis is to explore the association of telehealth and patient satisfaction in regards to effectiveness and efficiency. Methods: Boolean expressions between keywords created a complex search string. Variations of this string were used in Cumulative Index of Nursing and Allied Health Literature and MEDLINE. Results: 2193 articles were filtered and assessed for suitability (n=44). Factors relating to effectiveness and efficiency were identified using consensus. The factors listed most often were improved outcomes (20%), preferred modality (10%), ease of use (9%), low cost 8%), improved communication (8%) and decreased travel time (7%), which in total accounted for 61% of occurrences. Conclusion: This review identified a variety of factors of association between telehealth and patient satisfaction. Knowledge of these factors could help implementers to match interventions as solutions to specific problems.
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For telehealth interventions in patients with mostly somatic conditions, treatment effectiveness, preference, and ease of use are the most important contributing factors to satisfaction.
“For telehealth intervention in patients with mostly somatic conditions, a recent review identified treatment effectiveness, preference, and ease of use as most important contributing factors to satisfaction (Kruse et al., 2017).”
From How to promote usage of telehealth interventions for farmers' mental health? A qualitative study on supporting and hindering aspects for acceptance and satisfaction with a personalized telephone coaching for depression prevention (2023) · cites this paper as Kruse et al., 2017
The Abstract Results list improved outcomes, preferred modality and ease of use among the most frequently reported factors associated with telehealth satisfaction. But the Results’ Additional analysis explicitly says frequency does not equate to importance, so the review does not establish these as the most important factors. The review also includes behavioural as well as physical conditions; the cited passages do not establish the ‘mostly somatic’ qualification. (LLM, conf=0.88)
Experimental — accuracy not yet measuredPrevious systematic reviews have tended to isolate areas of specific interest, focusing on selected aspects of video consulting, such as patient satisfaction, feasibility, clinical effectiveness and cost-effectiveness, and specialized clinical areas.
“Previous systematic reviews have tended to isolate areas of specific interest, focusing on selected aspects of video consulting, such as patient satisfaction [3,72], feasibility [5], clinical effectiveness and cost-effectiveness [73], and specialized clinical areas (eg, cardiology [74], diabetes [75], mental health and addiction [10], teledermatology [76]).”
From Spread, Scale-up, and Sustainability of Video Consulting in Health Care: Systematic Review and Synthesis Guided by the NASSS Framework (2021) · cites this paper as [3]
Patient satisfaction may differ with the type of telemonitoring device used; available evidence suggests higher patient satisfaction is reported for videoconferences and devices that allow automated data transmission.
“It is important to note that patient satisfaction may differ with the type of telemonitoring device used; indeed, available evidence suggests that higher patient satisfaction is reported for videoconferences and devices that allow for automated data transmission [174].”
From Interactive Remote Patient Monitoring Devices for Managing Chronic Health Conditions: Systematic Review and Meta-analysis (2022) · cites this paper as [174]
The results of this review are in line with previous systematic reviews assessing patient satisfaction with telemonitoring interventions.
“The results of this review are in line with those of previous systematic reviews assessing patient satisfaction with telemonitoring interventions [174,175].”
From Interactive Remote Patient Monitoring Devices for Managing Chronic Health Conditions: Systematic Review and Meta-analysis (2022) · cites this paper as [174]
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- Authors
- Kruse, C. S., Krowski, N., Rodriguez, B., Tran, L., Vela, J., & Brooks, M.
- Affiliations
- Texas State University (US)
- Corresponding author
- Kruse, Clemens Scott
- Venue
- BMJ Open
- Publisher
- BMJ
- Published
- 2017-08
- Volume
- 7
- Issue
- 8
- Pages
- e016242
- ISSN
- 2044-6055 (ISSN-L)
- PMC
- PMC5629741
- OpenAlex
- W2743899933
- Cited by
- 1,350
- References
- 63
- Citations by year
- 2026: 154 · 2025: 192 · 2024: 171 · 2023: 189 · 2022: 218 · 2021: 230 · 2020: 139 · 2019: 33 · 2018: 21 · 2017: 2
- FWCI
- 8.66
- Type
- journal article
- Language
- en
- Open access
- gold
- doi.org
- Licence
- cc-by-nc
- Locations
- BMJ Open (publishedVersion, cc-by-nc)
- PubMed Central (publishedVersion, cc-by-nc)
- PubMed (publishedVersion)
- DOAJ (DOAJ: Directory of Open Access Journals) (submittedVersion)
- Funders
- Texas State University
- 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, effectiveness, efficiency, ease of use, cost, travel time, patient communication
- MeSH terms
- Humans, Patient Satisfaction, Telemedicine
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