Perceived Level of Satisfaction of Filipino Patients Residing in Metro Manila towards Teleconsultation as New Means of Healthcare Delivery

Abstract

Teleconsultation introduces a new way of healthcare delivery that allows the patients to communicate and have consultations with the physicians without the need to physically go to the actual hospitals and clinics. This study aims to determine the level of satisfaction of patients who utilized Teleconsultation as a new method of healthcare delivery system from January, 2020 to December, 2020, and to determine the specific factors influencing it. This study follows a descriptive quantitative research design. It included 360 participants with ages ranging from 20-50 years old. The Sample size was computed using Cochran’s equation. In statistical analysis, data were analyzed using the SPSS version 27.0. Data were collected using a questionnaire with an 8-point Likert scale and this questionnaire was distributed through google forms. Snowball sampling was used to invite participants in the study. The hypotheses of the study were focused on the positive effects of the three variables involved in the satisfaction of patients with Teleconsultation namely: Access and Features of the service, Attitude of the Staff and Physician, and the Quality of the Practice and Medical Care. The structural model narrowed these variables and showed which among these three variables affected the satisfaction of the patients the most. It was shown that the Attitude of the Staff and Physician affected patients’ satisfaction the most. Results obtained from the study supported the idea that the respondents were satisfied about Teleconsultation as shown by the following results:  Access and Features of the Teleconsultation Service (m=6.30-6.54); Attitude of Staff and Physician of the Teleconsultation Service (m=6.60-6.93), and Quality of Practice and Medical Care Provided (m=6.51-6.81); an average value of 6 above indicates a positive connotation as shown by mean values of six or higher.