Ease-of-Use Factor in the Design of Telehealth Programs
Consumer satisfaction is the driving force for the planning and design of services
Useful and easy to use telehealth programs can be influential in the consumer’s attitude towards the adoption of the service
Asynchronous modalities, mHealth and eCommunications are convenient and effective strategies to facilitate end-user adoption
May 14, 2020 — In our consumer-driven society, customer satisfaction is an important consideration during the planning and design of services. A systematic review (1) of telehealth and patient satisfaction described a number of factors associated with telehealth interventions that increase patient satisfaction. A few of these include:
Improved outcomes
Increased access
Ease of use
Decreased in-person visits and wait times
Decreased travel time and associated costs
Improved medication adherence
Ease-of-Use
The Technology Adoption Model (2) suggests that a product that is easy to use and useful can be influential in the consumer’s attitude towards the product, leading to its adoption. This is particularly important in individuals who lack self-efficacy in using information technology (IT). Patient’s perspectives on the usefulness of telehealth programs can greatly influence the level of engagement with the service (3).
A number of studies have documented that a well-planned telehealth program, focused on ease-of-use strategies, can increase adoption and patient satisfaction.
Ease of Interaction
In 2014 a survey (4) asked patients to rank their satisfaction with telehealth visits when compared to traditional visits. Between 94 and 99 % of patients reported being very satisfied with the telehealth visit and 33% preferred a telehealth visit to a traditional in-person visit. Specifically patients reported high satisfaction with the ease of seeing diagnostic images on the monitor and ease of seeing and hearing the remote practitioner. In addition 95 % of all participants were highly satisfied with the ease with which telehealth technology was integrated into the visit.
Read more: Facilitators of Physician Adoption of Telemedicine Programs — Part 1 of 3
Asynchronous Modalities: Easy of Access and Convenience
A study in 2015 explored women veterans’ early experiences with a Web-based Diabetic Prevention Program (DPP) intervention (5). Traditional interventions present several challenges for female patients: the need to attend multiple (up to 16) in-person coaching sessions, competing demands (such as care giving), distance, the need to travel, time waste and the expense of traveling to attend the in-person interventions. The Web-based interventions were delivered asynchronously and were easily accessed, affording women greater convenience and flexibility. Participants stressed the ease with which they could integrate the intervention into their existing daily routines.
Smartphones and Health Apps: Ease of Access and Convenience
In 2014 the SMART MOVE randomized controlled trial showed that a smartphone application was effective in increasing physical activity in primary care (6). Smartphones can influence human behavior due to the strong attachment people have to their phones. Habits that result from this proximity is evidence that smartphones and apps can support change in physical activity and other lifestyle behaviors.
eCommunication: An Effective and Convenient Way to Communicate
A study in 2013 interviewed leaders of 21 medical groups that use electronic communication (eCommunication) with patients (7). This form of communication (text, email, patient portal, EHR) was widely perceived to be safe, effective, and efficient. It also improves patient satisfaction and saves patient’s time. eCommunication is asynchronous and can be used at times and from locations that are convenient for both patients and physicians.
During the COVID-19 national health emergency, there has been wide implementation of telehealth programs to increase access and improve quality of care. The ease-of-use and the usefulness of these programs will influence patient’s adoption of the service and their satisfaction with its use.
If you have any questions or comments about this article, feel free to contact me.
References
Kruse CS, Krowski N, Rodriguez B, Tran L, Vela J, Brooks M. Telehealth and patient satisfaction: a systematic review and narrative analysis. BMJ Open. 2017;7(8):e016242.
Holden RJ, Karsh BT. The technology acceptance model: its past and its future in health care. Journal of biomedical informatics. 2010;43(1):159-172.
Gibson KL, Coulson H, Miles R, Kakekakekung C, Daniels E, O'Donnell S. Conversations on telemental health: listening to remote and rural First Nations communities. Rural Remote Health. 2011;11(2):1656.
Polinski JM, Barker T, Gagliano N, Sussman A, Brennan TA, Shrank WH. Patients' Satisfaction with and Preference for Telehealth Visits. J Gen Intern Med. 2016;31(3):269-275.
Moin T, Ertl K, Schneider J, et al. Women veterans' experience with a web-based diabetes prevention program: a qualitative study to inform future practice. Journal of medical Internet research. 2015;17(5):e127.
Casey M, Hayes PS, Glynn F, et al. Patients' experiences of using a smartphone application to increase physical activity: the SMART MOVE qualitative study in primary care. Br J Gen Pract. 2014;64(625):e500-508.
Bishop TF, Press MJ, Mendelsohn JL, Casalino LP. Electronic communication improves access, but barriers to its widespread adoption remain. Health Aff (Millwood). 2013;32(8):1361-1367.
