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Patient-centered care in telemedicine - An experimental-design study.

G Gabay1, H Ornoy2, H Moskowitz3

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|January 3, 2022
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Patients using telemedicine have distinct communication needs. Tailoring interactions to patient mindsets, rather than demographics, improves satisfaction and patient-centered care in virtual health settings.

Keywords:
MindsetsPatient-centered carePatient-expectationsTelehealthTelemedicine

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Area of Science:

  • Digital Health
  • Patient-Provider Communication
  • Healthcare Management

Background:

  • Telemedicine use is increasing, yet patient concerns about losing interpersonal contact persist.
  • Limited research exists on tailoring telemedicine communication to specific patient expectations.
  • This study addresses the gap by examining patient communication expectations in telemedicine.

Purpose of the Study:

  • To investigate patient expectations of communication with healthcare providers in telemedicine.
  • To identify distinct patient mindsets regarding telemedicine communication.
  • To develop a tool for identifying patient mindsets to enhance patient-centered care.

Main Methods:

  • A conjoint-based experimental design was used with 677 students (ages 18-64) using telemedicine.
  • Respondents evaluated 24 unique vignettes of messages.
  • Patient expectations of communication were the dependent variable, with four categories of communication expectations as independent variables.

Main Results:

  • No significant differences were found across the total panel initially.
  • Mathematical clustering revealed three distinct patient mindsets with significantly different expectations.
  • Mindset 1: Expect guidance through change. Mindset 2: Seek reliable information sources for health literacy. Mindset 3: Value respect for time and non-verbal conduct.

Conclusions:

  • Healthcare providers should tailor telemedicine communication to patient mindsets, not just socio-demographics, for optimal patient-centered care.
  • A developed prediction tool can help identify individual patient mindsets.
  • Mindset-tailored communication enhances specificity and improves patient-centered care in telemedicine.