Multi-Dimensional Analysis of Japanese Telemedicine Patient Satisfaction

Area of Science:

• Healthcare Management
• Digital Health
• Patient Experience Research

Background:

• Telemedicine is a rapidly expanding sector within healthcare.
• Patient satisfaction is crucial for the successful adoption and growth of telemedicine services in Japan.
• Understanding factors influencing patient satisfaction is key to optimizing telemedicine delivery.

Purpose of the Study:

• To investigate the key drivers of patient satisfaction with telemedicine services in Japan.
• To determine if a US-based multi-dimensional service satisfaction model is applicable to the Japanese context.
• To identify specific areas for improvement in Japanese telemedicine patient care.

Main Methods:

• A survey of 110 patients at Juntendo University Hospital, Tokyo, Japan, who received telemedicine services.
• Utilized Likert scale questionnaires to collect patient satisfaction perceptions.
• Employed LASSO regression and cluster analysis to identify significant independent variables and patient characteristics influencing overall satisfaction.

Main Results:

• Perceived telemedicine health benefits were the strongest predictor of overall patient satisfaction.
• Male patients reported higher satisfaction than female patients.
• First-time telemedicine users and patients seeing specialists experienced lower satisfaction, particularly regarding financial costs.

Conclusions:

• Telemedicine patient satisfaction in Japan is significantly influenced by perceived health benefits and non-financial service aspects.
• Highlighting these benefits and improving patient-centered communication can enhance telemedicine utilization and satisfaction.
• The study provides a nuanced model for targeted improvements in Japanese telemedicine services.