Abstract：
Objective: Patient satisfaction is an imperative factor in integrating telehealth services as a treatment modality in health care systems. Here, we compared patient satisfaction from telehealth versus in-person health care visits in a large heterogeneous population. Methods: We conducted a retrospective cohort study of patients making telehealth or in-person primary care visits between January 2021 and August 2022. Patient satisfaction with both service types was evaluated using a validated survey. Logistic regression models were employed to assess the association between type of visit (in-person/telehealth) and patient satisfaction (satisfied/unsatisfied) while accounting for sociodemographic and clinical characteristics. Results: Of the 247,087 surveys included in the study, 86,580 (35%) were answered following telehealth visits. Telehealth visitors were more satisfied than in-person visitors in aspects related to doctor-patient interactions, such as \"courtesy and respect,\" \"attentive listening,\" and \"coherent explanations\" (aOR = 1.17, 95% CI: 1.14-1.21; aOR = 1.16, 95% CI: 1.12-1.19; aOR = 1.15, 95% CI: 1.12-1.18, respectively), and less satisfied in aspects related to indirect services, such as adherence to appointment scheduling, effort required on the part of the patient, and staff cooperation (aOR = 0.95, 95% CI: 0.93-0.97; aOR = 0.89, 95% CI: 0.87-0.91; aOR = 0.85, 95% CI: 0.83-0.87, respectively). Importantly, considerably more telehealth visits were delayed (44%) than in-person visits (27%). Adjustment for this factor further strengthened the observed association between telehealth services and patient satisfaction. Conclusions: While telehealth was associated with high levels of satisfaction in doctor-patient interaction, improvements are still needed in indirect services. Addressing issues related to staff cooperation and streamlining processes to reduce delays could improve overall patient satisfaction with telehealth.
摘要：
目标：患者满意度是将远程医疗服务作为医疗保健系统中的一种治疗方式的必要因素。这里,我们比较了大量异质人群中来自远程医疗和当面医疗就诊的患者满意度.方法：我们对2021年1月至2022年8月进行远程医疗或当面初级保健就诊的患者进行了回顾性队列研究。使用经过验证的调查评估了患者对两种服务类型的满意度。在考虑社会人口统计学和临床特征的同时，采用Logistic回归模型评估就诊类型（当面/远程健康）与患者满意度（满意/不满意）之间的关联。结果：在研究中包括的247,087项调查中，86,580（35％）在远程医疗访问后得到了答复。远程医疗访客在与医患互动相关的方面比亲自访客更满意，如“礼貌和尊重，\"\"专心倾听,\"和\"相干解释\"(分别为aOR=1.17,95%CI:1.14-1.21;aOR=1.16,95%CI:1.12-1.19;aOR=1.15,95%CI:1.12-1.18),在与间接服务相关的方面不太满意，例如坚持预约安排，需要患者的努力，和员工合作（分别为aOR=0.95，95%CI：0.93-0.97；aOR=0.89，95%CI：0.87-0.91；aOR=0.85，95%CI：0.83-0.87）。重要的是,远程医疗就诊被延迟(44%)比面对面就诊(27%)多得多。对该因素的调整进一步加强了观察到的远程医疗服务与患者满意度之间的关联。结论：虽然远程医疗与医患互动中的高满意度相关，间接服务仍需改进。解决与工作人员合作有关的问题并简化流程以减少延误，可以提高患者对远程医疗的总体满意度。
