Disagreement in satisfaction between patients and providers in the use of videoconferences by depressed adults

Lone Fisker Christensen, Frederik Gildberg, Christian Sibbersen, Mette Maria Skjøth, Connie Thurøe Nielsen, Jens Peter Hansen

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Aim: To evaluate whether there was a difference in satisfaction scores between providers and patients in the use of videoconferences (VCs) by depressed adults. Method: This study was a subanalysis of the joint European project, MasterMind, and participants were recruited from 15 pilot studies in 11 different countries. The Client Satisfaction Questionnaire (CSQ)-3 was used as assessment tool, and scores were summed to give total scores. The questionnaire consists of three items evaluating general satisfaction, fulfillment of needs in treatment, and usability. Results: A total of 362 respondents, 201 patients and 161 providers, completed the questionnaire. Providers had a mean total CSQ-3 score of 9.17 (95% confidence interval [CI] = 8.90-9.45), whereas patients had a mean of 9.70 (95% CI = 9.44-9.98). Mean scores for item 1 (the extent to which VCs had met the needs of the participants): patients 3.19, providers 2.93 (p  = 0.00048); for item 2 (general satisfaction): patients 3.22, providers 3.08 (p  = 0.083); and item 3 (whether participants wanted to use VCs again): patients 3.28 providers 3.16 ( p  = 0.045). Conclusion: The results showed that total satisfaction scores were higher in patients than in providers. The differences between patients and providers were significant for items 1 and 3 ( p  < 0.05), but we did not find a significant difference regarding item 2.

TidsskriftTelemedicine and e-Health
Udgave nummer5
Sider (fra-til)614-620
StatusUdgivet - maj 2020


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