Satisfacción del personal de salud y pacientes sobre un servicio de telesalud de un hospital de Perú

Fernanda Barriga-Chambi; Fabricio Ccami-Bernal; Alberto Luciano Alarcón-Casazuela; Julissa Copa-Uscamayta; Jeremy Yauri-Mamani; Brenda Oporto-Arenas; Cender Udai Quispe-Juli

doi:10.17843/rpmesp.2022.394.11287

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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