Emotions associated with teleconsultation: An analysis of users' messages on X (Twitter) in Chile

Digital healthcare transformation requires incorporating patient perspectives. Increasingly proactive citizens utilize teleconsultation, fostering doctor-patient-technology integration that enhances system efficiency, service quality, and sustainable healthcare management.

This study focuses on exploring perceptions of satisfaction related to teleconsultation, using emotions detected on X (Twitter) as a reference.

First, an analysis of the predominant emotions in the posts (tweets) of users belonging to the three main metropolitan areas is carried out. Then, using one type of structural equation modelling that is Partial Least Square (PLS-SEM), we identify the emotions that have the most significant influence on the variability of satisfaction, taking into account geographical differences.

The results highlight trust as the most relevant emotion to explain the variation in satisfaction and reveal statistically significant differences between the different areas analysed. A considerable proportion of the population is not satisfied with this mode of healthcare provision.

This study highlights key factors influencing the integration of teleconsultation into healthcare systems. Patient perspectives and emotional responses-particularly trust, anticipation, fear, and sadness-are critical for successful implementation. Findings reveal regional disparities in satisfaction, with more developed areas providing superior teleconsultation experiences, likely due to stronger infrastructure and resources. Moreover, variations were identified in how emotions affect satisfaction across regions, underscoring the need for context-specific approaches. Strategies that enhance trust and mitigate fear in less developed regions appear essential. These insights emphasize the importance of aligning digital healthcare initiatives with patient-centered, regionally tailored management practices.