Skip to main content

A Conceptual Framework and Pilot Study for Examining Telemedicine Satisfaction Research

Journal of Medical Systems volume 43, Article number: 51 (2019) Cite this article

Abstract

Stakeholder satisfaction is often considered a key to the success of telemedicine systems. However, it can be difficult to understand and compare satisfaction evaluations because of variations in reporting and study designs. This research will contribute to the knowledge by developing a conceptual framework around key concepts that relate to understanding studies on telemedicine satisfaction. The framework is built based on a developmental review of the telemedicine and telehealth literature obtained from searches of PubMed and Google Scholar. Using a conceptual matrix, researchers have synthesized the results into a framework that includes: satisfaction dimensions, stakeholders, type of care, type of system, context and methodologies. This research expands these concepts by discussing attributes of each and tests the framework by conducting a pilot study that identifies the concepts in primary study sources. The results of the framework and the pilot study are reported.

This is a preview of subscription content, access via your institution.

Access options

Buy single article

Instant access to the full article PDF.

USD 39.95

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Fig. 1
Fig. 2
Fig. 3
Fig. 4
Fig. 5
Fig. 6
Fig. 7
Fig. 8
Fig. 9
Fig. 10

References

  1. Sood, S., Mbarika, V., Jugoo, S., Dookhy, R., Doarn, C. R., Prakash, N., and Merrell, R. C., What is telemedicine? A collection of 104 peer-reviewed perspectives and theoretical underpinnings. Telemed. e-Health 13(5):573–590, 2007.

    Google Scholar 

  2. HRSA, How does telehealth differ from telemedicine? . U.S. Department of Health and Human Services Accessed 6/30/2016 2016

  3. Saliba, V., Legido-Quigley, H., Hallik, R., Aaviksoo, A., Car, J., and McKee, M., Telemedicine across borders: A systematic review of factors that hinder or support implementation. Int. J. Med. Inform. 81(12):793–809, 2012.

    PubMed  Google Scholar 

  4. Pubmed., Home - Pubmed – NCBI, 2015.

  5. Kidholm, K., Ekeland, A. G., Jensen, L. K., Rasmussen, J., Pedersen, C. D., Bowes, A., Flottorp, S. A., and Bech, M., A model for assessment of telemedicine applications: Mast. Int. J. Technol. Assess. Health Care 28(1):44–51, 2012.

    PubMed  Google Scholar 

  6. Vaezi, R., Mills, A., Chin, W., and Zafar, H., User satisfaction research in information systems: Historical roots and approaches. Comm. Assoc. Inform. Syst. 38(27):501–532, 2016.

    Google Scholar 

  7. Axelsson, K., and Melin, U., Contextual factors influencing health information systems implementation in public sector–investigating the explanatory power of critical success factors. International Conference on Electronic Government. Springer. 59–71, 2014.

  8. Ekeland, A. G., Bowes, A., and Flottorp, S., Methodologies for assessing telemedicine: A systematic review of reviews. Int J. Med. Inform. 81(1):1–11, 2012.

    PubMed  Google Scholar 

  9. Sun, Y., Wang, N., Guo, X., and Peng, Z., Understanding the acceptance of mobile health services: A comparison and integration of alternative models. J. Electron. Commerce Res. 14(2):183, 2013.

    Google Scholar 

  10. Maillet, É., Mathieu, L., and Sicotte, C., Modeling factors explaining the acceptance, actual use and satisfaction of nurses using an electronic patient record in acute care settings: An extension of the UTAUT. Int. J. Med. Inform. 84(1):36–47, 2015.

    PubMed  Google Scholar 

  11. Garcia, R., and Adelakun, O., Towards a conceptual framework for the evaluation of telemedicine satisfaction. World Conference on Information Systems and Technologies. Springer, pp 1188–1197, 2018.

  12. Imenda, S., Is there a conceptual difference between theoretical and conceptual frameworks? Sosyal Bilimler Dergisi/J. Soc. Sci. 38 (2), 2014.

  13. Templier, M., and Paré, G., A framework for guiding and evaluating literature reviews. Comm. Assoc. Inform. Syst. 37, 2015.

  14. Menachemi, N., Burke, D. E., and Ayers, D. J., Factors affecting the adoption of telemedicine—A multiple adopter perspective. J. Med. Syst. 28(6):617–632, 2004.

    PubMed  Google Scholar 

  15. Williams, T. L., May, C. R., and Esmail, A., Limitations of patient satisfaction studies in telehealthcare: A systematic review of the literature. Telemed. J. e-Health 7(4):293–316, 2001.

    CAS  PubMed  Google Scholar 

  16. Whitten, P., and Love, B., Patient and provider satisfaction with the use of telemedicine: Overview and rationale for cautious enthusiasm. J. Postgrad. Med. 51(4):294, 2005.

    CAS  PubMed  Google Scholar 

  17. Chou, C.-Y., and Brauer, D. J., Temperament and satisfaction with health status among persons with rheumatoid arthritis. Clin. Nurse Spec. 19(2):94–100, 2005.

    PubMed  Google Scholar 

  18. Linder-Pelz, S., and Struening, E. L., The multidimensionality of patient satisfaction with a clinic visit. J. Commun. Health 10(1):42–54, 1985.

    CAS  Google Scholar 

  19. Garcia, R., Olayele, A., and Han, W., Defining dimensions of patient satisfaction with telemedicine: An analysis of existing measurement instruments. Proceedings of the 50th Hawaii international conference on system sciences, 2017.

  20. Mair, F., and Whitten, P., Systematic review of studies of patient satisfaction with telemedicine. Bmj 320(7248):1517–1520, 2000.

    CAS  PubMed  PubMed Central  Google Scholar 

  21. Masino, C., and Lam, T. C., Choice of rating scale labels: Implication for minimizing patient satisfaction response ceiling effect in telemedicine surveys. Telemed. e-Health 20(12):1150–1155, 2014.

    Google Scholar 

  22. Weatherburn, G., Dowie, R., Mistry, H., and Young, T., An assessment of parental satisfaction with mode of delivery of specialist advice for paediatric cardiology: Face-to-face versus videoconference. J. Telemed. Telecare 12(suppl 1):57–59, 2006.

    PubMed  Google Scholar 

  23. Finkelstein, S. M., Speedie, S. M., Demiris, G., Veen, M., Lundgren, J. M., and Potthoff, S., Telehomecare: Quality, perception, satisfaction. Telemed. J. e-Health 10(2):122–128, 2004.

    PubMed  Google Scholar 

  24. Kifle, M., Payton, F. C., Mbarika, V., and Meso, P., Transfer and adoption of advanced information technology solutions in resource-poor environments: The case of telemedicine systems adoption in Ethiopia. Telemed. e-Health 16(3):327–343, 2010.

    Google Scholar 

  25. Zhang, S., McClean, S. I., Jackson, D. E., Nugent, C., and Cleland, I., Patient satisfaction evaluation of telemedicine applications is not satisfactory. XIII Mediterranean Conference on Medical and Biological Engineering and Computing 2013. Springer, pp 1140–1143, 2014.

  26. Hu, P. J., Chau, P. Y., Sheng, O. R. L., and Tam, K. Y., Examining the technology acceptance model using physician acceptance of telemedicine technology. J. Manag. Inform. Syst. 16(2):91–112, 1999.

    Google Scholar 

  27. Chau, P. Y., and Hu, P. J. H., Information technology acceptance by individual professionals: A model comparison approach. Dec. Sci. 32(4):699–719, 2001.

    Google Scholar 

  28. Jansen-Kosterink, S., Vollenbroek-Hutten, M., and Hermens H., A renewed framework for the evaluation of telemedicine. Venice, Italy: 8th international conference on eHealth, telemedicine, and social medicine: eTELEMED, 2016.

  29. Ekeland, A. G., and Grøttland, A., Assessment of MAST in European patient-centered telemedicine pilots. Int. J. Technol. Assess. Health Care 31(5):304–311, 2015.

    PubMed  PubMed Central  Google Scholar 

  30. Kidholm, K., Clemensen, J., Caffery, L. J., and Smith, A. C., The model for assessment of telemedicine (MAST): A scoping review of empirical studies. J. Telemed. Telecare 23(9):803–813, 2017.

    PubMed  Google Scholar 

  31. Kraai, I. H., Luttik, M., de Jong, R. M., Jaarsma, T., and Hillege, H., Heart failure patients monitored with telemedicine: Patient satisfaction, a review of the literature. J. Cardiac Fail. 17(8):684–690, 2011.

    CAS  Google Scholar 

  32. Bakken, S., Grullon-Figueroa, L., Izquierdo, R., Lee, N.-J., Morin, P., Palmas, W., Teresi, J., Weinstock, R. S., Shea, S., and Starren, J., Development, validation, and use of English and Spanish versions of the telemedicine satisfaction and usefulness questionnaire. J. Am. Med. Inform. Assoc. 13(6):660–667, 2006.

    PubMed  PubMed Central  Google Scholar 

  33. Yip, M., Chang, A. M., Chan, J., and MacKenzie, A. E., Development of the telemedicine satisfaction questionnaire to evaluate patient satisfaction with telemedicine: A preliminary study. J. Telemed. Telecare 9(1):46–50, 2003.

    CAS  PubMed  Google Scholar 

  34. Van den Berg, M. H., Schoones, J. W., and Vlieland, T. P. V., Internet-based physical activity interventions: A systematic review of the literature. J. Med. Internet Res. 9(3):e26, 2007.

    PubMed  PubMed Central  Google Scholar 

  35. Webster, J., and Watson, R. T., Analyzing the past to prepare for the future: Writing a literature review. MIS quarterly:Xiii-xxiii, 2002.

  36. Kruse, C. S., Krowski, N., Rodriguez, B., Tran, L., Vela, J., and Brooks, M., Telehealth and patient satisfaction: A systematic review and narrative analysis. BMJ open 7(8):e016242, 2017.

    PubMed  PubMed Central  Google Scholar 

  37. Mounessa, J. S., Chapman, S., Braunberger, T., Qin, R., Lipoff, J.B., Dellavalle, R. P., and Dunnick, C. A., A systematic review of satisfaction with teledermatology. J. Telemed. Telecare:1357633X17696587, 2017.

  38. Hubley, S., Lynch, S. B., Schneck, C., Thomas, M., and Shore, J., Review of key telepsychiatry outcomes. World J. Psychiatr. 6(2):269, 2016.

    PubMed  Google Scholar 

  39. Diamantopoulos, A., Riefler, P., and Roth, K. P., Advancing formative measurement models. J. Bus. Res. 61(12):1203–1218, 2008.

    Google Scholar 

  40. Hasselberg, M., Beer, N., Blom, L., Wallis, L. A., and Laflamme, L., Image-based medical expert teleconsultation in acute care of injuries. A systematic review of effects on information accuracy, diagnostic validity, clinical outcome, and user satisfaction. PloS one 9(6):e98539, 2014.

    PubMed  PubMed Central  Google Scholar 

  41. Leibowitz, R., Day, S., and Dunt, D., A systematic review of the effect of different models of after-hours primary medical care services on clinical outcome, medical workload, and patient and GP satisfaction. Family Pract. 20(3):311–317, 2003.

    Google Scholar 

  42. Piga, M., Cangemi, I., Mathieu, A., and Cauli, A., Telemedicine for patients with rheumatic diseases: Systematic review and proposal for research agenda. Sem. Arthrit. Rheumat., 2017. Elsevier.

  43. Iseli, M. A., Kunz, R., and Blozik, E., Instruments to assess patient satisfaction after teleconsultation and triage: A systematic review. Pat. Pref. Adher. 8:893, 2014.

    Google Scholar 

  44. Whitten, P. S., and Mair, F., Telemedicine and patient satisfaction: Current status and future directions. Telemed. J. e-Health 6(4):417–423, 2000.

    CAS  PubMed  Google Scholar 

  45. Bunn, F., Byrne, G., and Kendall, S., The effects of telephone consultation and triage on healthcare use and patient satisfaction: A systematic review. Br. J. Gen. Pract. 55(521):956–961, 2005.

    PubMed  PubMed Central  Google Scholar 

  46. Collins, K., Nicolson, P., and Bowns, I., Patient satisfaction in telemedicine. Health Inform. J. 6(2):81–85, 2000.

    Google Scholar 

  47. Harrison, S., Stadler, M., Ismail, K., Amiel, S., and Herrmann-Werner, A., Are patients with diabetes mellitus satisfied with technologies used to assist with diabetes management and coping?: A structured review. Diab. Technol. Therapeut. 16(11):771–783, 2014.

    Google Scholar 

  48. Wixom, B. H., and Todd, P. A., A theoretical integration of user satisfaction and technology acceptance. Inform. Syst. Res. 16(1):85–102, 2005.

    Google Scholar 

  49. Vaezi, R., User satisfaction with information systems. University of Houston, 2013.

  50. Aoki, N., Dunn, K., Johnson-Throop, K. A., and Turley, J. P., Outcomes and methods in telemedicine evaluation. Telemed. J. e-Health 9(4):393–401, 2003.

    PubMed  Google Scholar 

  51. Jenkins-Guarnieri, M. A., Pruitt, L. D., Luxton, D. D., and Johnson, K., Patient perceptions of telemental health: Systematic review of direct comparisons to in-person psychotherapeutic treatments. Telemed. e-Health 21(8):652–660, 2015.

    Google Scholar 

  52. Van Teijlingen, E. R., and Hundley, V., The importance of pilot studies, 2001.

  53. Meldrum, M. L., A brief history of the randomized controlled trial: From oranges and lemons to the gold standard. Hematol./Oncol. Clin. North Am. 14(4):745–760, 2000.

    CAS  Google Scholar 

  54. Beijer, L. J., Rietveld, T. C., Hoskam, V., Geurts, A. C., and de Swart, B. J., Evaluating the feasibility and the potential efficacy of e-learning-based speech therapy (EST) as a web application for speech training in dysarthric patients with Parkinson's disease: A case study. Telemed. e-Health 16(6):732–738, 2010.

    Google Scholar 

  55. Carlisle, K., and Warren, R., A qualitative case study of telehealth for in-home monitoring to support the management of type 2 diabetes. J. Telemed. Telecare 19(7):372–375, 2013.

    PubMed  Google Scholar 

  56. Gagnon, M.-P., Breton, E., Courcy, F., Quirion, S., Cote, J., and Pare, G., The influence of a wound care teleassistance service on nursing practice: A case study in Quebec. Telemed. e-Health 20(6):593–600, 2014.

    Google Scholar 

  57. Katalinic, O., Young, A., and Doolan, D., Case study: The interact home telehealth project. J. Telemed. Telecare 19(7):418–424, 2013.

    PubMed  Google Scholar 

  58. Khoja, S., Casebeer, A., and Young, S., Role of telehealth in seating clinics: A case study of learners' perspectives. J. Telemed. Telecare 11(3):146–149, 2005.

    PubMed  Google Scholar 

  59. Oliver, D. P., and Demiris, G., Comparing face-to-face and telehealth-mediated delivery of a psychoeducational intervention: A case comparison study in hospice. Telemed. e-Health 16(6):751–753, 2010.

    Google Scholar 

  60. Agha, Z., Schapira, R. M., Laud, P. W., McNutt, G., and Roter, D. L., Patient satisfaction with physician–patient communication during telemedicine. Telemed. e-Health 15(9):830–839, 2009.

    Google Scholar 

  61. Buvik, A., Bugge, E., Knutsen, G., Småbrekke, A., and Wilsgaard, T., Patient satisfaction with remote orthopaedic consultation by using telemedicine: A randomised controlled trial. Journal of telemedicine and telecare:1357633X18783921, 2018.

  62. Chumbler, N. R., Li, X., Quigley, P., Morey, M. C., Rose, D., Griffiths, P., Sanford, J., and Hoenig, H., A randomized controlled trial on stroke telerehabilitation: The effects on falls self-efficacy and satisfaction with care. J. Telemed. Telecare 21(3):139–143, 2015.

    PubMed  PubMed Central  Google Scholar 

  63. Gulec, H., Moessner, M., Túry, F., Fiedler, P., Mezei, A., and Bauer, S., A randomized controlled trial of an internet-based posttreatment care for patients with eating disorders. Telemed. e-Health 20(10):916–922, 2014.

    Google Scholar 

  64. Hulsbosch, A. M., Nugter, M. A., Tamis, P., and Kroon, H., Videoconferencing in a mental health service in the Netherlands: A randomized controlled trial on patient satisfaction and clinical outcomes for outpatients with severe mental illness. J. Telemed. Telecare 23(5):513–520, 2017.

    PubMed  Google Scholar 

  65. Marhefka, S. L., Buhi, E. R., Baldwin, J., Chen, H., Johnson, A., Lynn, V., and Glueckauf, R., Effectiveness of healthy relationships video-group—A videoconferencing group intervention for women living with HIV: Preliminary findings from a randomized controlled trial. Telemed e-Health 20(2):128–134, 2014.

    Google Scholar 

  66. Dixon, R. F., and Stahl, J. E., Virtual visits in a general medicine practice: A pilot study. Telemed. e-Health 14(6):525–530, 2008.

    Google Scholar 

  67. Elford, D., White, H., St John, K., Maddigan, B., Ghandi, M., and Bowering, R., A prospective satisfaction study and cost analysis of a pilot child telepsychiatry service in Newfoundland. J. Telemed. Telecare 7(2):73–81, 2001.

    CAS  PubMed  Google Scholar 

  68. Mulgrew, K. W., Shaikh, U., and Nettiksimmons, J., Comparison of parent satisfaction with care for childhood obesity delivered face-to-face and by telemedicine. Telemed. e-Health 17(5):383–387, 2011.

    Google Scholar 

  69. Prabhakaran, L., Chee, W. Y., Chua, K. C., Abisheganaden, J., and Wong, W. M., The use of text messaging to improve asthma control: A pilot study using the mobile phone short messaging service (SMS). J. Telemed. Telecare 16(5):286–290, 2010.

    PubMed  Google Scholar 

  70. Tousignant, M., Boissy, P., Moffet, H., Corriveau, H., Cabana, F., Marquis, F., and Simard, J., Patients' satisfaction of healthcare services and perception with in-home telerehabilitation and physiotherapists' satisfaction toward technology for post-knee arthroplasty: An embedded study in a randomized trial. Telemed. e-Health 17(5):376–382, 2011.

    Google Scholar 

  71. Verwey, R., van der Weegen, S., Spreeuwenberg, M., Tange, H., van der Weijden, T., and de Witte, L., A pilot study of a tool to stimulate physical activity in patients with COPD or type 2 diabetes in primary care. J. Telemed. Telecare 20(1):29–34, 2014.

    PubMed  Google Scholar 

  72. Tchero, H., Noubou, L., Becsangele, B., Mukisi-Mukaza, M., Retali, G.-R., and Rusch, E., Telemedicine in diabetic foot care: A systematic literature review of interventions and meta-analysis of controlled trials. Int. J. Lower Extrem. Wounds 0(0):1534734617739195, 2017. https://doi.org/10.1177/1534734617739195.

    Google Scholar 

Download references

Funding

This research was funded through an internal university research council grant.

Author information

Authors and Affiliations

  1. DePaul University, Chicago, IL, USA

    Robert Garcia & Olayele Adelakun

Authors
  1. Robert Garcia
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Olayele Adelakun
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Robert Garcia.

Ethics declarations

Conflicts of Interests

The authors declare no conflicts of interest with respect to this research, its authorship and/or publication of this work.

Additional information

Publisher’s Note

Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.

This article is part of the Topical Collection on Patient Facing Systems

Appendix

Appendix

Table 2 Pilot study evaluation form
Full size table

Rights and permissions

Reprints and Permissions

About this article

Verify currency and authenticity via CrossMark

Cite this article

Garcia, R., Adelakun, O. A Conceptual Framework and Pilot Study for Examining Telemedicine Satisfaction Research. J Med Syst 43, 51 (2019). https://doi.org/10.1007/s10916-019-1161-4

Download citation

  • Received:

  • Accepted:

  • Published:

  • DOI: https://doi.org/10.1007/s10916-019-1161-4

Keywords

  • Telemedicine
  • Telehealth
  • Satisfaction
  • Conceptual framework
  • Review