Telemedicine and Patient Satisfaction: A Qualitative Study Exploring the Treatment Transition to the Digital Medium in Pakistan

Abstract

The study explores the transition of healthcare services to the digital medium through telehealth and its impact on patient satisfaction. In recent years, telehealth technology has advanced significantly as it provides services to patients remotely in far-flung areas. This qualitative study utilized purposive sampling technique. In-depth interviews were conducted with patients who opted for online consultation through telehealth services (n=30) at two major hospitals in Islamabad [Pakistan Institute of Medical Sciences (PIMS) and Shifa International Hospital]. For the identification of themes regarding telemedicine and patient satisfaction, reflexive thematic analysis was employed in the study. Results revealed that patients have an optimistic approach regarding the digital transition of telehealth. Some common factors highlighted by the study participants include increased convenience, less waiting time, decreased traveling costs, and prompt availability of healthcare facilities in less privileged areas. Patients’ knowledge, awareness, acceptance, and experiences were considered crucial factors influencing their participation and outcome satisfaction.