JMIR Publications

ABSTRACT

Background:

Telehealth is the use of technology to deliver quality healthcare in a virtual format. The COVID-19 pandemic prompted an increase in the use of telehealth. Limited studies have assessed the satisfaction of telehealth users reported during the COVID-19 pandemic.

Objective:

To review satisfaction with telehealth among patients (i.e. children and adolescents), caregivers, and medical providers during the COVID-19 pandemic.

Methods:

We included peer-reviewed studies published in English between March 2020 and July 20, 2022. The purpose, methods, results, limitations, and conflicts of interest in the studies were reviewed. Out of 9761 articles in the PubMed, Academic Search Complete, and ScienceDirect databases, 32 met the inclusion criteria.

Results:

Most studies developed their own satisfaction surveys. Only 13 studies used only known reliable and valid surveys. Most patients, caregivers, and medical providers were highly satisfied with telehealth such as video and telephone appointments. They were satisfied because telehealth provided them with a reduced need for transportation (specifically for patients and caregivers) and ease of use. Reasons for reduced satisfaction included concerns over patient confidentiality and technological challenges. One finding that was common across studies among patients, caregivers, and providers was the concern for the lack of a physical examination. Physicians indicated a higher level of comfort in using telehealth when a physical examination was not as critical for a diagnosis or treatment. Many patients and caregivers expressed that the lack of physical examination could result in a lower quality of care. Many patients, caregivers, and providers indicated an interest in continuing telehealth use beyond the pandemic. Only 4 studies assessed satisfaction among patients (i.e. children and adolescents). Patients reported improved communications with the provider using telehealth compared to face-to-face visits.

Conclusions:

More studies assessing satisfaction among children/adolescents as active participants are needed. Interventions on the effectiveness of telehealth on improving satisfaction and health outcomes will be valuable.