Date of Completion

2022

Document Type

Research Project

Degree Name

Grade 12

Keywords

telemedicine, telehealth, teleconsult, patient satisfaction, COVID-19 pandemic

Abstract

The COVID-19 pandemic has challenged everyone, particularly the healthcare professionals and the current healthcare system. Telemedicine has become a viable option for patients to avail healthcare services such as consultation. Despite the availability of tools and research regarding patient satisfaction in telemedicine during the COVID-19 pandemic, only a few studies are within the Philippines. With the emergence of telemedicine in the Philippines, it is relevant to determine the satisfaction of Filipino patients who utilize telemedicine.

Evaluated in the study are adults ranging from 18 years old and above, residing in Dasmariñas, Cavite, who availed telemedicine during the COVID-19 pandemic. The domains utilized to determine patient satisfaction were usability, convenience, and affordability. This study utilized a mixedmethod research design to interpret and analyze the quantitative data from the online survey and qualitative data from the in-depth interview. Accordingly, the ratings of the respondents prove that it is “convenient” with a mean score of 3.63, “usable” with a mean score of 4.13, and “affordable” with a mean score of 3.76. Consequently, the contributing factors to the patient’s satisfaction were clear communication, platform’s ease of use, technology literacy of the patient, affordability as compared to physical consultations, smooth consultation duration due to a reliable internet connection, patient-healthcare provider rapport, and time efficiency.

However, challenges were identified despite its satisfaction, such as time constraints, poor communication with the healthcare provider, lack of physical assessment, and privacy concerns. It is crucial to mitigate those challenges to render the best quality of care to the patients to alleviate their medical conditions, especially during the pandemic.

First Advisor

Marc Jeffrey P. Sioco

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