Assessment of Patient Satisfaction and Associated Factors in Telemedicine Service Providing Organizations in Addis Ababa, Ethiopia.
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Date
2023-06
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Addis Ababa University
Abstract
Background: Telemedicine is the provision of health care services, clinical information, and
education in all specialties over different sort of technologies including the Internet, mobile
phones and electronic medical records. Assessing the level of patient satisfaction in
Telemedicine program, allows continual improvement in the design, alternative, or choice of
equipment, and program administration and management for the health service provider.
Hence, this study is intended to fill this gap in evidence in the study area assessing patient
satisfaction so that interventions can be taken to improve of Telemedicine service quality in
Ethiopia.
Objective: To assess level of patient satisfaction and associated factors among service users
of Telemedicine service providing organizations in Addis Ababa, Ethiopia.
Methods: Facility based, cross-sectional study design was conducted from April to May
2023 in Addis Ababa. A total of 410 patients were selected by non-probability voluntary
sampling method from five service providing organizations that were selected randomly.
Data was collected based on an online self-administered Telemedicine satisfaction
questionnaire using pre tested structured questioner. For the analysis, SPSS version 25 was
used. Ethical approval for this study was obtained from the Research Ethical Committee of
SPH, AAU, Permission letter was written for the selected telemedicine organizations, during
data collection informed consent was obtained from the participants, after the necessary
explanation was given. Based on the mean value among the factors related questions asked.
Bivariate and Multivariate logistic regression was done to identify factors that were
associated with diabetic self -care practice. The odds ratio with 95% CI was used to
determine the association. A statistical significance was declared at p value <0.05.
Result: Among 373 respondents about 205(54.7%) were satisfied. Age ranging from 35-
44(AOR=0.341, 95%CI; 0.127-0.919), male gender(AOR=0.233, 95%CI; 0.128-0.425),
hotline type of telemedicine(AOR = 0.607,95%CI;0.369-0.999), patients with no previous
experience(AOR=0.287, 95%CI; 0.161-.513),patients who thought the service was
inexpensive(AOR =0.422, 95% CI; 0.247-0.719) were significantly associated with overall
telemedicine patient satisfaction.
Conclusion: The study demonstrated more than half of the patients 57.4% were satisfied but
still substantial amount (42.7%) of respondent were dissatisfied. Telemedicine patient
satisfaction was found to be associated with age, gender, previous experience and cost
perception.
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Keywords
Telemedicine, Patient satisfaction