Telemedicine health service innovation and patient satisfaction in West Java

Abstract

This study aims to analyze the relationship of telemedicine innovation with inpatient satisfaction, using health care facilities in Bandung, West Java. This study uses a qualitative approach by using triangulation, so it involves three respondents, namely patients using telemedicine, prospective patients using telemedicine, and doctors in health care facilities, with a total of 9 informants. Data were collected utilizing semi-structured interviews. The results revealed that in previous studies clinical atmosphere, quality, cost, and communication were frequently used to assess patient satisfaction. Therefore, this study shows from another perspective and provides a lot of evidence with a high level of security, speed, up-to-date, credibility, and ease of processing are important factors that can also promote patient satisfaction. The novelty was obtained by analyzing patient satisfaction in dental and oral health facilities in Indonesia as a unit of research analysis that had never been done in previous studies.