Understanding patient priorities: Factors influencing patient satisfaction in teledermatology

Abstract

Teledermatology is becoming an increasingly common treatment method for a variety of skin conditions. Previous research has found that patients express high overall levels of satisfaction with teledermatology. However, still relatively little is known about which aspects are most important in shaping the patient experience. This study delves into the realm of patient satisfaction in teledermatology, employing semi-structured interviews with individuals engaged in remote dermatologist consultations. The research is framed within the SERVQUAL framework in order to identify the factors that are considered most important by patients and to shed light on the dimensions that influence their satisfaction with teledermatology services. Preliminary questions, open-ended questions and SERVQUAL-derived assisted open-ended questions structure the interviews and allow for a nuanced exploration of patient experiences. By focusing on dimensions such as reliability, responsiveness, assurance, tangibles and empathy, the study seeks to identify patterns and priorities within patient perceptions of teledermatology. The findings highlight generally perceived high importance for all the dimensions, with a slight emphasis on reliability as the paramount factor influencing patient satisfaction in teledermatology, with empathy experienced least important. The study suggests that when used in teledermatology context, the SERVQUAL framework should be extended to include a technological perspective, emphasizing the central role of up-to-date technology. Patients emphasize the importance of doctors' communication and interpersonal skills, highlighting effective communication as a universal element that is crucial in both remote and face-to-face healthcare. Managerial implications emphasize prioritizing video connections, investing in doctors' communication skills, and ensuring seamless technology for improved remote dermatology services. Acknowledging limitations, the study paves the way for future research for a comprehensive understanding of teledermatology.