• Trine Søby Christensen
  • Ida Munk Petersen
4. term, Clinical Science and Technology, Master (Master Programme)
Telehealth is expected to lead to higher efficiency as well as increased quality within the Danish healthcare system, where service quality in the form of user satisfaction, as experienced by the citizens, is used as target. Evaluation and documentation of satisfaction may help qualify and evidence base clinical practice as well as form a basis for the implementation of telehealth on a national scale. The purpose of the thesis was to evaluate and document which parameters may influence citizen satisfaction as well as their experience with virtual visits using a screen solution in comparison with physical visits in relation to administration of medicine in the municipality home healthcare system.

Model for ASsessment of Telemedicine (MAST) was used as an overall framework. Using Mixed Methods Research (Convergent Design), log files, manual data, questionnaires, a focus group interview and individual interviews were used to explain and understand citizen satisfaction as well as their experience with visits. 32 citizens (16 in each group) from the Municipality of Viborg participated.

The combined satisfaction score showed that more than two thirds of the citizens indicated a high degree of satisfaction. No significant difference between the two groups was identified. The results revealed parameters amended with small details, which could have impact on the satisfaction. These parameters were; need for physiological stability, comfort and security as well as social interaction with employees. Citizens receiving physical visits indicated expectations concerning professional competence and involvement as well as a wish for a deeper relation with employees. Citizens receiving virtual visits indicated expectations concerning the functionality of the screen solution and timeliness in calls to achieve a higher degree of freedom. The citizens expressed approval of the duration of the calls despite significant shorter durations compared to time used for physical visits. In both groups personal and cultural parameters with impact on satisfaction were revealed.

Fulfillment of basic needs in relation to administration of medicine could, on basis of Maslow’s "theory of needs", explain the high combined satisfaction score. Professional competence and involvement were implicit in virtual visits. Duration and timeliness showed that physical visits were considered to be objectives and virtual visits to be means. This could be explained by the significant higher age in the group of citizens receiving physical visits in comparison with the group receiving virtual visits.

Parameters with influence on citizens’ satisfaction in relation to physical and virtual visits were in part included in needs, expectations, preferences as well as experience with administration of medicine. Personal and cultural parameters were also found to influence citizens' satisfaction as well as the experience of the visits. The parameters resulted in a high degree of satisfaction among the citizens in the Municipality of Viborg.
Publication date23 Jun 2015
Number of pages106
External collaboratorViborg Kommune
Udviklings- og implementeringskonsulent Jette Hede Skytte jhe@viborg.dk
ID: 213499144