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The Research on Patient Satisfaction with Remote Healthcare Prior to and during the COVID-19 Pandemic

Author

Listed:
  • Liliana Hawrysz

    (Faculty of Management, Warsaw University of Technology, 02-524 Warsava, Poland)

  • Grażyna Gierszewska

    (Faculty of Management, Warsaw University of Technology, 02-524 Warsava, Poland)

  • Agnieszka Bitkowska

    (Faculty of Management, Warsaw University of Technology, 02-524 Warsava, Poland)

Abstract

The issue of research on patient satisfaction with healthcare services took on a completely new dimension due to the COVID-19 pandemic and the developing telehealth services. This results from the fact that during the pandemic, remote healthcare was often the only possible form of care provision to the patient. The COVID-19 pandemic has substantially accelerated the implementation of remote healthcare in healthcare institutions and made it an essential tool for providing healthcare services. The objective of the literature review was to study the research on patient satisfaction with remote healthcare services prior to and during the pandemic. The study featured a literature review of electronic databases, such as: Medline, ProQuest, PubMED, Ebsco, Google Scholar, WoS. The identified empirical papers were classified in two groups concerning the research on patient satisfaction prior to and during the COVID-19 pandemic, and were divided and descriptively synthesised. Certain limitations to the methodical quality of the research were demonstrated as result of the conducted analyses. It was also ascertained that researchers lack clarity on the method of defining and measuring satisfaction prior to and during the COVID-19 pandemic.

Suggested Citation

  • Liliana Hawrysz & Grażyna Gierszewska & Agnieszka Bitkowska, 2021. "The Research on Patient Satisfaction with Remote Healthcare Prior to and during the COVID-19 Pandemic," IJERPH, MDPI, vol. 18(10), pages 1-14, May.
    • Handle: RePEc:gam:jijerp:v:18:y:2021:i:10:p:5338-:d:556311
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    References listed on IDEAS

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    1. Williams, Brian, 1994. "Patient satisfaction: A valid concept?," Social Science & Medicine, Elsevier, vol. 38(4), pages 509-516, February.
    2. Diamantopoulos, Adamantios & Riefler, Petra & Roth, Katharina P., 2008. "Advancing formative measurement models," Journal of Business Research, Elsevier, vol. 61(12), pages 1203-1218, December.
    3. Yang, Yefei & Zhang, Xiaofei & Lee, Peter K.C., 2019. "Improving the effectiveness of online healthcare platforms: An empirical study with multi-period patient-doctor consultation data," International Journal of Production Economics, Elsevier, vol. 207(C), pages 70-80.
    4. Piotr Korneta & Magdalena Kludacz-Alessandri & Renata Walczak, 2021. "The Impact of COVID-19 on the Performance of Primary Health Care Service Providers in a Capitation Payment System: A Case Study from Poland," IJERPH, MDPI, vol. 18(4), pages 1-19, February.
    5. Ida Barca & Daniela Novembre & Elio Giofrè & Davide Caruso & Raffaella Cordaro & Elvis Kallaverja & Francesco Ferragina & Maria Giulia Cristofaro, 2020. "Telemedicine in Oral and Maxillo-Facial Surgery: An Effective Alternative in Post COVID-19 Pandemic," IJERPH, MDPI, vol. 17(20), pages 1-11, October.
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    Cited by:

    1. Fausto Famà & Roberto Lo Giudice & Gaetano Di Vita & João Paulo Mendes Tribst & Giorgio Lo Giudice & Alessandro Sindoni, 2021. "COVID-19 and the Impact on the Cranio-Oro-Facial Trauma Care in Italy: An Epidemiological Retrospective Cohort Study," IJERPH, MDPI, vol. 18(13), pages 1-9, July.
    2. Schillaci, Carmela Elita & de Cosmo, Lucrezia Maria & Piper, Luigi & Nicotra, Melita & Guido, Gianluigi, 2024. "Anthropomorphic chatbots' for future healthcare services: Effects of personality, gender, and roles on source credibility, user satisfaction, and intention to use," Technological Forecasting and Social Change, Elsevier, vol. 199(C).

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