An Innovation Ahead of its Time Understanding the Factors Influencing Patient Acceptance of Walk-In Telemedicine Services

Abstract

Though healthcare costs continue to soar, the healthcare industry lags other service industries in applying Information Technology to improve customer, and in this case patient, service, improve access to healthcare services, and reduce costs. One particular area of concern is overuse and overcrowding of emergency departments for nonurgent care. Telemedicine is one potentially important application of Information Technology in this realm. The objective of this study is to examine the antecedents of patient acceptance of walk-in telemedicine services for minor ailments. While a few implementations of these walk-in clinics have been attempted in the past, these clinics ultimately closed their services. Given the difficulty in sustaining a walk-in telemedicine service model, it is important to investigate the factors that would lead to patient adoption of walk-in telemedicine services. Drawing upon theoretical models in the healthcare and technology acceptance literatures and based on salient beliefs elicited during interviews with 29 potential adopters, we develop a conceptual model of antecedents of patient acceptance of walk-in telemedicine services for minor conditions. While relative advantage, informational influences, and relationship with one’s physician emerged as important predictors of acceptance, media richness and e-consultation diagnosticity emerged as central concerns for potential adopters. We discuss the study’s implications for research and practice and offer suggestions for future empirical studies.