Remote Communications between Patients and General Practitioners: Do Patients Choose the Most Effective Communication Routes?

Ido Morag, Efrat Kedmi-Shahar, Dana Arad

Research output: Contribution to journalArticlepeer-review

Abstract

The use of remote communication between patients and general practitioners has greatly increased worldwide, especially following the COVID-19 outbreak. Yet, it is important to evaluate the impact of this shift on healthcare quality. This study aimed at evaluating remote healthcare quality by comparing four remote patient-to-physician communication modes used in Israel. The research methodology entailed criteria-based analysis conducted by healthcare quality experts and a subjective patient-perception questionnaire regarding the healthcare quality attributed to each mode and the extent to which each mode was used. Our findings indicate that the extent to which each mode is used was found to be inversely related to its rated quality. As such, the common assumption whereby patients tend to choose the mode of communication that will most likely ensure high service quality is refuted. Our findings also indicate that remote services often hinder the physician’s understanding of the patient’s clinical issues, as patients encounter difficulties in correctly articulating and conveying them; such services also hinder the patient’s understanding of the recommended course of treatment. These findings should be addressed by policymakers for improving remote communication services to ensure optimal healthcare service quality.

Original languageEnglish
Article number7188
JournalInternational Journal of Environmental Research and Public Health
Volume20
Issue number24
DOIs
StatePublished - 16 Dec 2023
Externally publishedYes

Bibliographical note

Publisher Copyright:
© 2023 by the authors.

Keywords

  • criterion-based analysis
  • patient–general practitioner remote and conventional consultation
  • remote communication
  • treatment quality evaluation criteria

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