Doctors’ and patients’ perspective on telemedicine usability in Malta's primary health care setting (Master's dissertation).

Abstract

Telemedicine has become an essential component of healthcare delivery, improving accessibility and convenience for both patients and healthcare providers. This study explores the usability, effectiveness, and satisfaction associated with telephone-based consultations in Malta’s primary healthcare system, focusing on the perspectives of both doctors and patients. The research assesses the key factors influencing telemedicine adoption. A cross-sectional survey was conducted using the Telemedicine Usability Questionnaire (TUQ) to collect quantitative data from doctors and patients. A census approach was applied to doctors, while convenience sampling was used to recruit patients during their telemedicine consultations. A minor qualitative component was included, allowing participants to elaborate on their experiences through open-ended responses. Quantitative findings revealed that patients reported higher satisfaction with telemedicine than doctors and were more likely to reuse telehealth services in the future. While age did not influence satisfaction levels, older patients were significantly less likely to intend to reuse telemedicine. Among doctors, satisfaction was strongly correlated with ease of use, communication effectiveness, and perceived improvements in healthcare delivery. Both groups valued telemedicine’s convenience, but patients particularly appreciated time savings and accessibility, while doctors emphasized the need for improved interaction quality and diagnostic accuracy. Qualitative feedback provided further insights, particularly regarding legal and professional concerns among doctors. Physicians highlighted medicolegal uncertainties, limitations in assessing physical symptoms remotely, and the need for clearer guidelines and training. Patients expressed mixed views, with some praising the efficiency of telemedicine, while others noted its impersonal nature and diagnostic limitations. The study underscores the need for policy refinements to enhance telehealth usability, including clearer legal frameworks, training for clinicians, and the integration of video consultations to improve diagnostic accuracy and interaction quality. These findings provide empirical insights into telemedicine usability within a small island nation’s centralised healthcare system. Future research should explore longitudinal trends and the comparative effectiveness of different telehealth modalities to further optimize virtual healthcare delivery.