JMIR Publications

ABSTRACT

Background:

With the rising global adoption of telemedicine, there was a crucial need to address existing inefficiencies and challenges within the system. This case study was dedicated to enhancing the telemedicine service system in a Traditional Chinese Medicine’s clinic.

Objective:

The primary objective was to streamline the telemedicine service operation, thereby benefiting both patients and service providers.

Methods:

Through comprehensive analysis and the development of a customer journey map and service blueprint, areas for improvement and process optimisation were identified, including reducing human effort, interaction costs, and waiting times. The implementation phase entails the development of a user-friendly web application, with usability testing and satisfaction level testing to assess the effectiveness and efficiency of the new service.

Results:

The results demonstrated enhanced efficiency, such as fewer steps in tasks and time savings for all stakeholders. The overall satisfaction levels reflected positive outcomes, with patients achieving a net promoter score of 67% and service providers reporting a system usability scale score of 71.4%.

Conclusions:

These findings affirmed the transformative potential of telemedicine in revolutionising healthcare delivery. For patients, reducing the service channels to a single all-inclusive platform and digitising the system could provide necessary information which is easy to access and use. For service providers, this platform reduced the human effort in performing repetitive tasks, keeping track and reading of patients’ responses, resulting in helping them to complete tasks more efficiently. These positive results demonstrate the significance of this research in improving the efficiency and effectiveness of telemedicine services, which could ultimately contribute to enhancing the quality of healthcare and patient outcomes.