Aim

This study aimed to evaluate the patients' satisfaction with using store-and-forward voice and text messaging teleconsultation service to provide primary health care to patients during the COVID-19 pandemic.

Method

A cross-sectional survey was conducted between October 1 and December 1, 2020, in Iran. The study population consisted of patients who used the service. Three hundred-ninety-six patients were enrolled in the study by convenience sampling. Data were collected by a researcher-made questionnaire. The face, comprehensibility, and content validity of the questionnaire were tested and met. The reliability of this questionnaire was confirmed (r = 0.9). Descriptive statistics and multinomial logistic regression were conducted. Data were analyzed using STATA 14.0 software.

Results

In total, 396 patients responded to the online questionnaire. The mean age of patients was 37 ± 10.31 years. More than half of them had an academic degree (65.40 %). Teleconsultation was considered satisfactory by 172 patients (43.43 %), while more than half of the patients (56.57 %) were unsatisfied with teleconsultation. In terms of "quality of care provided" and "patient information privacy" components, around 41 % of patients were satisfied. However, the number of patients who feel satisfied with teleconsultation's similarity to a face-to-face encounter was lower (37.88 %). The results showed no significant relationship between age, gender, education, and overall satisfaction (p > 0.05). The association between overall satisfaction and health status was (AOR = 1.51, 95 % CI = 1.16–1.96).

Conclusion

More than half of patients from our study did not have a good experience with teleconsultation. This is also partially due to the use of existing communication platform, instead of custom-made solution. It is necessary to improve the services' quality and meet patients' needs to optimize patients' experience, particularly during a health crisis, resulting in better health outcomes and end-user satisfaction.

中文翻译：

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在 COVID‑19 大流行期间使用存储转发语音和短信远程会诊服务对患者满意度进行横断面在线调查

目的

本研究旨在评估患者对在 COVID-19 大流行期间使用存储转发语音和短信远程会诊服务为患者提供初级卫生保健服务的满意度。

方法

2020 年 10 月 1 日至 12 月 1 日在伊朗进行了一项横断面调查。研究人群包括使用该服务的患者。三百九十六名患者通过方便抽样纳入研究。数据是通过研究人员制作的问卷收集的。对问卷的面效度、可理解度和内容效度进行了检验并满足。该问卷的可靠性得到证实（r = 0.9）。进行了描述性统计和多项逻辑回归。使用STATA 14.0软件分析数据。

结果

总共有 396 名患者回答了在线问卷。患者的平均年龄为 37 ± 10.31 岁。其中超过半数拥有学历（65.40%）。172 名患者 (43.43 %) 认为远程会诊令人满意，而超过一半的患者 (56.57 %) 对远程会诊不满意。在“提供的护理质量”和“患者信息隐私”方面，约 41% 的患者感到满意。然而，对远程会诊与面对面会诊的相似性感到满意的患者人数较少 (37.88 %)。结果显示年龄、性别、教育程度和总体满意度之间没有显着关系 (p > 0.05)。总体满意度与健康状况之间的关联是 (AOR = 1.51, 95 % CI = 1.16–1.96)。

结论

我们研究中超过一半的患者没有良好的远程会诊体验。这也部分是由于使用现有的通信平台，而不是定制的解决方案。有必要提高服务质量并满足患者的需求，以优化患者体验，尤其是在健康危机期间，从而获得更好的健康结果和最终用户满意度。