title: Patient satisfaction with telemedical access to specialty services in rural California.
abstract: We assessed patient satisfaction with the use of telemedicine in rural California, in comparison with usual face-to-face care. A standardized patient satisfaction questionnaire was developed using a five-point scale to measure dimensions of care in a telemedicine environment. Twenty-four primary care sites in 18 Californian counties submitted satisfaction data. The patient response rate was 61% (n = 793). Consultations were provided in 27 specialties. The responses to the questionnaires indicated that telemedicine made it easier for patients to receive specialty care (91% of patients satisfied, mean score 4.6). There was general satisfaction with telemedicine (87%, mean 4.5), a willingness to continue receiving services (90%, mean 4.6) and most patients felt that they would not receive better care in person (61%, mean 2.3). Patients stated that they received the necessary information from specialists (85%, mean 4.5) and had their questions answered by a primary care provider or nurse (89%, mean 4.7). Seven hundred and forty-one patients submitted travel information. There was an average decrease in travel distance of 170 km and time savings of 130 min using telemedicine. The average cost of travel to a specialty appointment was $83 (n = 310). The present study suggests that telemedicine is acceptable to patients as a method of improving access to specialty expertise, and compares favourably with face-to-face care.
authors.affiliation: Blue Cross of California State Sponsored Programs, Camarillo 93012, USA. NConnolly65@aol.com
authors.forename: Nancy E
authors.initials: NE
authors.lastname: Brown-Connolly
mesh_terms: D002140:California; D006297:Health Services Accessibility / Q000458:organization & administration / Q000592:standards*; D006801:Humans; D008511:Medicine / Q000458:organization & administration / Q000592:standards*; D017060:Patient Satisfaction; D019035:Rural Health Services / Q000458:organization & administration / Q000592:standards*; D013038:Specialization; D011795:Surveys and Questionnaires; D017216:Telemedicine / Q000191:economics / Q000592:standards*; D014195:Travel / Q000191:economics