Virtual Online Consultation: Advantages and Limitations from Patients’ Perspectives

Virtual Online Consultation: Patient Perspectives

Abstract

Objectives: To assess patient satisfaction with virtual online consultation (VOC) in the general population and determine sociodemographic factors related to the level of satisfaction.
Methodology: The cross-sectional study was conducted between January and December 2024 and included 377 participants. A questionnaire based on demographic profile, use of information channels, and experience of VOC was given out. The frequencies, percentages, means, and standard deviations were determined. Chi-square tests were used to assess the relationship between demographic variables and satisfaction, and binary logistic regression was used to determine independent predictors of satisfaction.
Results: A total of 377 participants were included, with most being young adults and students. The VOC satisfaction scale showed good internal consistency (Cronbach’s alpha = 0.874). Most of the respondents (82.8%, n=312) were rated highly satisfied with a mean total score of 45.55 + 6.13. The relational aspects of VOC, such as provider understanding (81.2%), respectful treatment (78.0%), were rated best. The only statistically significant bivariate correlation was found between ethnicity and satisfaction (chi-square = 11.305, p = 0.023). Logistic regression showed that none of the demographic variables was significantly predicted to be satisfied independently (Nagelkerke R2 = 0.019).
Conclusion: Most participants were very satisfied with VOC especially in terms of communication and interaction with providers. The areas of privacy and comfort still need improvement. The only sociodemographic factor that was related to satisfaction was ethnicity, but this did not hold in the multivariate analysis.