Patient satisfaction with teledermatology: quantitative and qualitative results from a randomized controlled trial
Abstract
As part of a randomized controlled trial involving 208 dermatology patients, a quantitative and qualitative study was undertaken to explore patients' satisfaction with a specialist dermatological opinion and further management obtained through either a traditional outpatient consultation (control group) or an asynchronous teleconsultation (telemedicine group). There was a response rate of 71% to the quantitative patient satisfaction survey (148 replies from 208 distributed questionnaires). The responders comprised 80 of the 111 telemedicine patients (72%) and 68 of the 97 control patients (70%). Overall levels of patient satisfaction were high in both groups, and there was no significant difference between them. Ninety per cent of patients in the control group were satisfied with their overall care, compared with 81% in the telemedicine group, and 87% of patients in the control group were satisfied with their overall management, compared with 84% in the telemedicine group. Follow-up qualitative interviews with 30 of the participants also suggested that patients were generally positive about their care and management, regardless of group, age or gender. Receiving a diagnosis, treatment and cure, receiving adequate information and explanations, the need to be taken seriously, the need for individualized personal care, and the importance of a short waiting time for an appointment and treatment were all aspects of care and management most likely to result in patient satisfaction, regardless of modality.
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The screening alternatives and attribute levels were chosen based on results of three previous surveys in the target group, a literature review, and included important screening outcome, financial and convenience considerations.
“These alternatives, and the different attribute levels over which they vary, were chosen based on the results of three previous surveys undertaken in the target group [11], as well as a literature review [14, 16-22, 27, 28] and included important screening outcome, financial and convenience considerations.”
From Consumer preferences for teledermoscopy screening to detect melanoma early (2016) · cites this paper as [17]
Collins et al. showed no difference in overall satisfaction depending on type of consultation (face to face vs teledermatology) and both groups were happy with their care.
“Qualitative and quantitative results from Collins et al. show no difference in the overall satisfaction depending on the type of consultation (face to face compared with teledermatology) [17] and that both groups were happy with their care.”
From Consumer preferences for teledermoscopy screening to detect melanoma early (2016) · cites this paper as [17]
38% of patients would prefer a face-to-face consultation to discuss their condition with a dermatologist.
“This conflicts, however, with other research stating that 38% of patients would prefer a face-to-face consultation to discuss their condition with a dermatologist (Collins et al., 2004).”
From Patient and practitioner satisfaction with tele-dermatology including Australia’s indigenous population: A systematic review of the literature (2016) · cites this paper as Collins et al., 2004
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Bringing health care to the patient
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“Several studies showing the feasibility and the usefulness of teleconsultations in dermatology have already been described in the literature, and high accordance for diagnosis and treatment between face-to-face visits and teleconsultations has been reported in all of them.(7-9) Up to now, only a few reports have discu…”
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“Videoconferencing has been used successfully in other health fields such as tele-psychiatry (Bishop et al. 2002; Simpson et al. 2001), teledermatology (Collins et al. 2004; Loane et al. 1998;)”
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“show no difference in the overall satisfaction depending on the type of consultation (face to face compared with teledermatology) [17] and that both groups were happy with their care.”
BackgroundMethodEvolution of Telemedicine from an Applied Communication Perspective in the United States
Whitten, P. S., & Sypher, B. D. (2006) · Telemedicine Journal and e-Health · doi:10.1089/tmj.2006.12.590 · Cited by 61 · see citing works
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“Patient satisfaction with teleconsultations in medicine has generally been shown to be high (Collins et al., 2004; Mair and Whitten, 2000; Rutherford et al., 2020), although this should be viewed with a degree of caution due to the quality of evidence available (Mair and Whitten, 2000).”
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“With regard to patient satisfaction, teledermoscopy is comparable to conventional traditional outpatient consultation.(99)”
ResultPatient perception of physician empathy in stroke telemedicine
Cheshire, W. P., Barrett, K. M., Eidelman, B. H., Mauricio, E. A., Huang, J. F., Freeman, W. D., Robinson, M. T., Salomon, G. R., Ball, C. T., Gamble, D. M., et al. (2020) · Journal of Telemedicine and Telecare · doi:10.1177/1357633x19899237 · Cited by 49 · see citing works
“A number of other studies have explored patients’ satisfaction and experiences with TM in nonemergent settings including stroke rehabilitation,(31) paediatrics(32) and dermatology.(33) Most of these studies assessed less stressful routine clinical encounters in which a prior inperson relationship existed, or gathered…”
BackgroundAsynchronous telehealth: a scoping review of analytic studies.
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“suggest that asynchronous teledermatology may improve patient satisfaction and increase access to dermatologic specialty care.(5-11) Traditionally, store-and-forward telemedicine has been used in a consultative fashion with the primary care provider sending the necessary skin images and patient history to the dermatol…”
Armstrong, A. W., Ford, A. R., Chambers, C. J., Maverakis, E. M., Dunnick, C. A., Chren, M., Gelfand, J. M., Gibbons, C. M., Gibbons, B. M., & Lane, C. J. (2018) · Journal of Investigative Dermatology · doi:10.1016/j.jid.2018.09.039 · Cited by 50 · see citing works
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Hsueh, M. T., Eastman, K. L., McFarland, L. V., Raugi, G. J., & Reiber, G. E. (2012) · Telemedicine Journal and e-Health · doi:10.1089/tmj.2011.0181 · Cited by 47 · see citing works
“…likely to result in patient satisfaction include receiving a diagnosis, treatment and cure, receiving adequate information and explanations, the need to be taken seriously, the need for individualized personal care, short waiting time for an appointment and treatment, 2 and patient quality of life.”
Pediatric Teledermatology: A Survey of Usage, Perspectives, and Practice
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“01 Female 19 (25) Geographic region, n (%) West 13 (54) 0.”
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Whitten, P. S., & Holtz, B. (2008) · Telemedicine Journal and e-Health · doi:10.1089/tmj.2008.0126 · Cited by 47 · see citing works
“1 Study after study documents that patients generally perceive telemedicine in positive ways, 2–8 and some even express disap-pointment that it is not more widely available.”
Ford, A. R., Gibbons, C. M., Torres, J., Kornmehl, H. A., Singh, S., Young, P. M., Chambers, C. J., Maverakis, E. M., Dunnick, C. A., & Armstrong, A. W. (2018) · Telemedicine Journal and e-Health · doi:10.1089/tmj.2018.0160 · Cited by 38 · see citing works
“This model has not been widely adopted, 19,21 partly due to lack of direct contact between patients and dermatologists and increased PCP workload.”
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“10,11 Store-and-forward teledermatology, or asynchronous tele-dermatology, has not only demonstrated diagnostic reliability and accuracy in previous studies, but it has been shown to be comparable to in-person care.”
Kozera, E. K., Yang, A., & Murrell, D. F. (2016) · International Journal of Women's Dermatology · doi:10.1016/j.ijwd.2016.06.004 · Cited by 31 · see citing works
“This conflicts, however, with other research stating that 38% of patients would prefer a face-to-face consultation to discuss their condition with a dermatologist (Collins et al., 2004).”
ResultSantuzzi, N. R., Brodnik, M. S., Rinehart-Thompson, L. A., et al. (2009) · Quality Management in Health Care · doi:10.1097/01.qmh.0000344589.61971.41 · Cited by 27 · see citing works
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“It is understandable that patients having more serious skin conditions would generally prefer to have a normal face-to-face consultation over a teleconsultation.[11,12]”
BackgroundTelemedicina y teledermatología (II)
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“Furthermore, patients who received a diagnosis during their office visit were more likely to be satisfied with their care than patients who did not receive a diagnosis (7,8).”
BackgroundPatient satisfaction with the Veteran’s Administration teledermatology service
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“4%), which is consistent with previous studies [35-37].”
ResultAl‐Sharif, G. A., Almulla, A., AlMerashi, E., Alqutami, R., Almoosa, M., Hegazi, M. Z., Otaki, F., & Ho, S. B. (2021) · Frontiers in Public Health · doi:10.3389/fpubh.2021.730647 · Cited by 16 · see citing works
“Similarly, a randomized control trial conducted in a dermatological center highlighted the importance of focusing on shortening of the waiting time to increase patient satisfaction (73).”
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“Divorced 608 207 (9) 324 877 (17) 108 192 (22) 680 632 (10) 197754 (17) 162 890 (23)”
Abouzid, M. R., Elshafei, S. M., Elkhawas, I., & Elbana, M. K. (2022) · Cureus · doi:10.7759/cureus.26611 · Cited by 15 · see citing works
“In addition, dermatologists are also satisfied with the effectiveness and diagnostic reliability of this practice either in the form of store and forward or realtime interaction [5-9].”
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Romero, G., Cortina, P., & Vera, E. (2008) · Actas Dermo-Sifiliográficas · doi:10.1016/s1578-2190(08)70326-3 · Cited by 25 · see citing works
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Manuelyan, K., Shahid, M., Vassilev, V., Drenovska, K., & Vassileva, S. (2020) · Clinics in Dermatology · doi:10.1016/j.clindermatol.2020.12.011 · Cited by 14 · see citing works
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“1,15 There are obvious advantages to the patients and their caregivers in avoiding travel to the hospital.”
Virtual Grand Rounds in Dermatology: an 8‐year experience in web‐based teledermatology
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Cyberdermatoethics II: a case-based approach to teledermatology ethics
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“Qualitative data from another study suggested that the seriousness of the problem was the main factor influencing the preference (9).”
BackgroundResultInfluentialTeledermatology Outcomes in the Providence Veterans Health Administration
Bertrand, S. E., Weinstock, M. A., & Landow, S. M. (2019) · Telemedicine Journal and e-Health · doi:10.1089/tmj.2018.0242 · Cited by 12 · see citing works
“13 Since teledermatology patients deal only indirectly with a dermatologist, their satisfaction with the process and timeliness of follow-up is important in establishing a relationship of trust.”
Chin, Y. P., Huang, I., Hou, Z. Y., Chen, P., Bassir, F., Wang, H.-H., Lin, Y. T., & Li, Y. (2020) · Computer Methods and Programs in Biomedicine · doi:10.1016/j.cmpb.2020.105649 · Cited by 12 · see citing works
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Indicateurs en télédermatologie : une revue de la littérature
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“…pas d'instrument validé pour évaluer la satisfaction difficile de généraliser résultats, grande variation dans la taille de l'échantillon des études Collins, 2004, GB (87) ECR 208 patients, âge moyen 48 ans SAF/FTF entre 8 cabinets MG et 1 hopital universitaire; quantitatif: questionnaire…”
BackgroundJariwala, N. N., Snider, C. K., Mehta, S. J., Armstrong, J. K., Smith–McLallen, A., Takeshita, J., Kovarik, C., & Lipoff, J. B. (2020) · Telemedicine Journal and e-Health · doi:10.1089/tmj.2020.0248 · Cited by 9 · see citing works
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Moreno-Ramírez, D., Ferrándiz, L., García, M. A. N., & Villegas, R. (2008) · Medicina Clínica · doi:10.1157/13119492 · Cited by 9 · see citing works
Patients’ Experiences of Telemedicine for Their Skin Problems: Qualitative Study
Chow, A., Teo, S. H., Kong, J. W., Lee, S. B. M., Heng, Y. K., Steensel, M. A. M. V., & Smith, H. E. (2021) · JMIR Dermatology · doi:10.2196/24956 · Cited by 8 · see citing works
“This paper adds to the small number of qualitative studies [18] of teledermatology to be found among a rapidly growing quantitative literature on diagnostic accuracy [19], cost-effectiveness [20], and patient outcomes [21].”
BackgroundOpioid use disorder patients’ perceptions of healthcare delivery platforms
Rakita, U., Giacobbe, P., & Cavacuiti, C. (2016) · SAGE Open Medicine · doi:10.1177/2050312116670405 · Cited by 8 · see citing works
Patients’ perception towards digital health services in Saudi Arabia: A cross-sectional study
Mohamed, A. H., Ghonim, M., Somaili, M., Abdelmola, A. O., Haqawi, I., Shmakhi, Y. M. N., Refaei, B. A., Refaei, E., Aburasain, A. B., Harbi, M. H. A., et al. (2023) · Medicine · doi:10.1097/md.0000000000036389 · Cited by 7 · see citing works
Trinh, P., Yekrang, K., Phung, M., Pugliese, S. B., Chang, A. L. S., Bailey, E. E., Ko, J., & Sarin, K. Y. (2022) · Skin Health and Disease · doi:10.1002/ski2.141 · Cited by 5 · see citing works
Introducing Primary Care Telephone Visits: An Urban Safety-Net Community Clinic Experience
Kyanko, K. A., Hanley, K., Zabar, S. R., et al. (2018) · Journal of Primary Care & Community Health · doi:10.1177/2150132718792154 · Cited by 5 · see citing works
“The survey was a modified version of previously developed instruments, but it also included de novo items.(4,5) Surveys were conducted in English, Spanish, Mandarin, and Cantonese.”
Method"Desenvolvimento e sistematização da interconsulta dermatológica a distância"
Miot, H. A. (2005) · doi:10.11606/t.5.2005.tde-05092005-164704 · Cited by 4 · see citing works
Finlay, A. Y., & Smith, C. H. (2010) · Wiley eBooks · doi:10.1002/9781444317633.ch72 · Cited by 3 · see citing works
Teledermatology: Practice Models
Mehta, M. D., & Armstrong, A. W. (2023) · Updates in clinical dermatology · doi:10.1007/978-3-031-27276-9_2 · Cited by 2 · see citing works
Abanemai, N. (2022) · Family Medicine and Primary Care Open Access · doi:10.29011/2688-7460.100071 · Cited by 2 · see citing works
Teledermatology: current concepts and future directions
Dyer, J. A., Fieleke, D. R., Edison, K. E., & Whited, J. D. (2010) · Expert Review of Dermatology · doi:10.1586/edm.10.52 · Cited by 1 · see citing works
Telemedicine enhances communication in the Intensive Care Unit
Menon, P. R. (2016) · ScholarWorks -A service of University of Vermont Libraries (University of Vermont)
Use of Compact Digital Camera for Snap Photography
O’goshi, K. (2006) · CRC Press eBooks · doi:10.3109/9781420003307-17
Telemedicine and Skin Cancer: Teledermatology and Teledermoscopy
van der Heijden, J. P., & Witkamp, L. (2013) · Springer eBooks · doi:10.1007/978-1-4614-7357-2_34
A Utilização de Telemedicina para o Aconselhamento Genético em Oncologia
Tavares, D. F., Bueno, L. S. M., Teixeira, T. R. G., et al. (2020) · Revista Brasileira de Cancerologia · doi:10.32635/2176-9745.rbc.2020v66n1.770
Soegijoko, S., & Ariani, A. (2015) · CRC Press eBooks · doi:10.1201/b19210-28
Telemedicine and Telehealth: Gaining notoriety in scientific research during the COVID-19 pandemic
Zdziarski, A. D., Cruz, J. A. W., Cunha, M. A., Tuon, F. F., de Moraes, T. P., & Marques, S. (2022) · Saúde e Desenvolvimento Humano · doi:10.18316/sdh.v10i2.9035
Teledermatology: Patient and Provider Satisfaction
Ahmad, M., & Perkins, S. H. (2023) · Updates in clinical dermatology · doi:10.1007/978-3-031-27276-9_20
Valeska, L., Sophie, A., Streit, M., Gantenbein, L., Müller, S., Greis, C., Navarini, A. A., & Maul, J. (2023) · doi:10.26226/m.649c5e4156241620f7b6a612
Patient Satisfaction with a Skin Cancer Tele-Triage System in the North of England
Gonçalves, R. B., & Shah, M. (2024) · Indian Journal of Dermatology · doi:10.4103/ijd.ijd_816_23
Whited, J. D. (2008) · Cambridge University Press eBooks · doi:10.1017/cbo9780511547386.004
Exploring patient experiences in pre-hospital planning for skin cancer surgery
Christensen, B. O., Rahr, H. B., & Holdam, A. S. K. (2026) · Journal of Plastic Reconstructive & Aesthetic Surgery · doi:10.1016/j.bjps.2026.03.030
Online vs In-Person Care for Atopic Dermatitis
Armstrong, A. W., Roberts, A. M., Kostandy, G., Choudhury, F., Yee, D., Luu, M., Jones, M. E., Alizadeh, E. R., Cotliar, J. A., Chren, M., et al. (2026) · JAMA Dermatology · doi:10.1001/jamadermatol.2026.1959
- Authors
- Collins, K., Walters, S., & Bowns, I.
- Affiliations
- University of Sheffield (GB)
- Venue
- Journal of Telemedicine and Telecare
- Publisher
- SAGE Publications
- Published
- 2004-02-01
- Volume
- 10
- Issue
- 1
- Pages
- 29-33
- ISSN
- 1357-633X (ISSN-L)
- 1758-1109
- OpenAlex
- W1981106244
- Cited by
- 99
- References
- 0
- Citations by year
- 2026: 2 · 2024: 1 · 2023: 7 · 2022: 4 · 2021: 4 · 2020: 12 · 2019: 3 · 2018: 4 · 2017: 2 · 2016: 9 · 2015: 8 · 2014: 3 · 2013: 2 · 2012: 1
- FWCI
- 3.44
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Telemedicine and Telecare (publishedVersion)
- PubMed (publishedVersion)
- SHURA (Sheffield Hallam University Research Archive) (Sheffield Hallam University) (submittedVersion)
- 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 › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Healthcare Systems and Technology
- Keywords
- teledermatology, patient satisfaction, teleconsultation, asynchronous telemedicine, dermatological care, outpatient visits, waiting time, individualized care
- MeSH terms
- Adolescent, Adult, Aged, Aged, 80 and over, Dermatology, Family Practice, Female, Humans, Male, Middle Aged, Surveys and Questionnaires, Skin Diseases, Patient Satisfaction, Remote Consultation
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