Brief Report  |   July 2019
Conceptual Framework to Evaluate Health Care Professionals’ Satisfaction in Utilizing Telemedicine
Author Notes
  • From the College of Osteopathic Medicine (Dr Law) and the Department of Social and Public Health at the College of Health Sciences and Professions (Drs Cronin, Schuller, Jing, Bolon, and Phillips) at Ohio University in Athens. Drs Law, Cronin, Schuller, and Jing contributed equally to the manuscript and thus share the first authorship. 
  • Financial Disclosures: None reported. 
  • Support: None reported. 
  •  *Address correspondence to Xia Jing, MD, PhD, Department of Social and Public Health, 1 Ohio University, Athens, OH 45701-2942. Email: jingx@ohio.edu
     
Article Information
Professional Issues
Brief Report   |   July 2019
Conceptual Framework to Evaluate Health Care Professionals’ Satisfaction in Utilizing Telemedicine
The Journal of the American Osteopathic Association, July 2019, Vol. 119, 435-445. doi:10.7556/jaoa.2019.080
The Journal of the American Osteopathic Association, July 2019, Vol. 119, 435-445. doi:10.7556/jaoa.2019.080
Abstract

Context: Several advantages of telemedicine have been reported, such as improved patient satisfaction, reduced costs, and broader access to specialists. However, most studies have focused on patient satisfaction with telemedicine services. A literature gap exists in evaluating health care professionals’ (both referring and performing professionals) satisfaction in delivering telemedicine services. A clear picture of professionals' telemedicine satisfaction has the potential to improve care quality, care accessibility, and telemedicine adoption and to reduce overall health care costs.

Objectives: To develop a framework to evaluate health care professionals’ satisfaction in delivering telemedicine services and to articulate the factors that can contribute to their satisfaction.

Methods: We developed an initial conceptual framework based on existing literature and the research team's expertise. The initial framework was validated by a convenience group of 12 osteopathic and allopathic physicians, and the framework was further revised and refined according to their input.

Results: The refined framework includes 5 main components (professionals’ demographics, care settings, motivations, experiences, and overall satisfaction) that can contribute to health care professionals' satisfaction or dissatisfaction in delivering telemedicine services. Detailed itemization is provided under each component, including hierarchical organizations of the items, definitions, and potential value sets.

Conclusions: The refined conceptual framework may provide a comprehensive evaluation reference for measuring professionals’ satisfaction in delivering telemedicine. Further customization according to the specific setting of telemedicine services is needed. This refined conceptual framework can also be used to identify areas that can be improved and to ultimately improve telemedicine services and care quality.

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