Satisfaction of healthcare workers and patients regarding telehealth service in a hospital in Peru

Authors

  • Fernanda Barriga-Chambi Universidad Nacional de San Agustín de Arequipa, Arequipa, Perú; Sociedad Científica de Estudiantes de Medicina Agustinos (SOCIEMA), Arequipa, Perú. https://orcid.org/0000-0001-6824-0092
  • Fabricio Ccami-Bernal Universidad Nacional de San Agustín de Arequipa, Arequipa, Perú; Sociedad Científica de Estudiantes de Medicina Agustinos (SOCIEMA), Arequipa, Perú. https://orcid.org/0000-0003-3172-2113
  • Alberto Luciano Alarcón-Casazuela Universidad Nacional de San Agustín de Arequipa, Arequipa, Perú; Sociedad Científica de Estudiantes de Medicina Agustinos (SOCIEMA), Arequipa, Perú. https://orcid.org/0000-0003-0748-8443
  • Julissa Copa-Uscamayta Universidad Nacional de San Agustín de Arequipa, Arequipa, Perú; Sociedad Científica de Estudiantes de Medicina Agustinos (SOCIEMA), Arequipa, Perú. https://orcid.org/0000-0002-2268-8577
  • Jeremy Yauri-Mamani Universidad Nacional de San Agustín de Arequipa, Arequipa, Perú; Sociedad Científica de Estudiantes de Medicina Agustinos (SOCIEMA), Arequipa, Perú. https://orcid.org/0000-0002-7667-0495
  • Brenda Oporto-Arenas Universidad Nacional de San Agustín de Arequipa, Arequipa, Perú; Sociedad Científica de Estudiantes de Medicina Agustinos (SOCIEMA), Arequipa, Perú. https://orcid.org/0000-0001-9206-9221
  • Cender Udai Quispe-Juli Universidad Peruana Cayetano Heredia, Lima, Perú https://orcid.org/0000-0003-0633-8339

DOI:

https://doi.org/10.17843/rpmesp.2022.394.11287

Keywords:

Telemedicine, Remote Consultation, COVID-19, Patient Satisfaction, Health Personnel

Abstract

Objectives. To evaluate the level of satisfaction of healthcare workers and patients with the telehealth service of the Hospital III Regional Honorio Delgado (HRHD), as well as the maturity level of the tele-health service implementation. Materials and methods. Cross-sectional, observational study conducted from October to December 2021. The satisfaction of healthcare workers and patients was assessed with the Glaser et al. survey and the Telemedicine Satisfaction Questionnaire (TSQ), respectively. The level of service maturity was assessed using the Pan American Health Organization’s instrument for measuring the maturity level of healthcare institutions implementing telemedicine service. Results. A total of 129 responses were obtained from healthcare workers. Non-physician professionals’ satisfaction with the telehealth service was higher than that of physicians (72.5% vs. 18.3%). Of 377 patients, 77.6% stated they were satisfied with the service. Regarding the maturity level, the HRHD telemedicine service had 32% of items in null status, 40.8% in started, 25.2% in advanced, and 2% in ready conditions. Conclusions. Physician satisfaction was lower than that of other health professionals. Patients had a moderate-high satisfaction. The maturity level of telehealth implementation in HRHD was oriented towards a null or initiated level. Decision-makers need to consider user satisfaction for the telehealth implementation and the follow-up.

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Published

2022-12-30

Issue

Section

Original Article

How to Cite

1.
Barriga-Chambi F, Ccami-Bernal F, Alarcón-Casazuela AL, Copa-Uscamayta J, Yauri-Mamani J, Oporto-Arenas B, et al. Satisfaction of healthcare workers and patients regarding telehealth service in a hospital in Peru. Rev Peru Med Exp Salud Publica [Internet]. 2022 Dec. 30 [cited 2024 May 23];39(4):415-24. Available from: https://rpmesp.ins.gob.pe/index.php/rpmesp/article/view/11287

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