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Updated: May 23, 2026

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Telemedicine Service Experience Questionnaire for Chinese Outpatients: Development and Validation Study.

Peicheng Wang1, Kun Zhang2, Yanhua Chen1

  • 1Vanke School of Public Health, Tsinghua University, Beijing, China.

JMIR Human Factors
|May 21, 2026
PubMed
Summary

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This summary is machine-generated.

A new 14-item Telemedicine Service Experience Questionnaire (TSEQ) was developed and validated for Chinese outpatients. This reliable tool assesses telemedicine quality across four key domains, aiding service improvement.

Area of Science:

  • Health Services Research
  • Digital Health
  • Patient Experience Measurement

Background:

  • Telemedicine use has surged, but standardized patient-reported experience measures for outpatient settings are lacking.
  • Existing measures often do not adequately capture the nuances of telemedicine workflows.
  • This gap hinders quality assessment and improvement in digital healthcare services.

Purpose of the Study:

  • To develop and psychometrically validate the Telemedicine Service Experience Questionnaire (TSEQ).
  • To create a reliable and valid instrument for assessing Chinese outpatients' experiences with telemedicine.
  • To provide a tool for evaluating and improving telemedicine service quality.

Main Methods:

  • A web-based survey was conducted with 3338 Chinese outpatients who used telemedicine services.
Keywords:
ChinaChinese outpatientscarehealth care systeminformation technologyoutpatientoutpatients experience questionnairepatient satisfactionquestionnairetelemedicinetelemedicine servicevalidity and reliability

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  • An adapted Chinese Patient Experience Questionnaire was used, incorporating literature reviews, workflow mapping, and expert input.
  • Exploratory and confirmatory factor analyses were employed to evaluate the scale's structure, reliability, and validity.

    • Main Results:

    • The final 14-item Telemedicine Service Experience Questionnaire (TSEQ) emerged with four distinct factors: "Service Efficiency," "Post-treatment," "Information Guidance," and "Humanistic Care."
    • The TSEQ demonstrated excellent internal consistency (Cronbach α values ranging from 0.840 to 0.962) and high convergent validity.
    • The psychometric properties indicate the TSEQ is valid and reliable for assessing telemedicine experiences among Chinese outpatients.

    Conclusions:

    • The Telemedicine Service Experience Questionnaire (TSEQ) is a stable, multidomain instrument with satisfactory reliability and validity for evaluating outpatient telemedicine services in China.
    • The TSEQ can be utilized for routine quality monitoring and to inform targeted improvements in telemedicine workflows.
    • Further research is recommended to validate the TSEQ across diverse settings and patient populations, including postpandemic samples.