Comparative Analysis of Patient Satisfaction between Telehealth and In-Person Nursing Care

Thesis Abstract

The rapid expansion of telehealth services has transformed healthcare delivery, raising questions about patient satisfaction relative to traditional in-person nursing care, particularly in the context of increasing digital health integration. This study aims to compare patient satisfaction levels between telehealth and in-person nursing care to identify factors influencing patient perceptions and evaluate the relative effectiveness of these modalities. The specific objectives include determining the overall patient satisfaction scores for both care modes, identifying demographic and clinical variables associated with satisfaction, examining the perceived quality of communication and care delivery, and exploring patients’ preferences and expectations regarding nursing care. A cross-sectional comparative research design was employed. The study population comprised adult patients receiving nursing care in a metropolitan healthcare facility, with the sample drawn from a stratified random sampling frame to ensure representativeness. A total of 350 patients, with 175 receiving telehealth nursing services and 175 receiving in-person care, participated in the study. Data were collected using a structured questionnaire adapted from validated patient satisfaction surveys, incorporating Likert-scale items measuring dimensions such as communication effectiveness, perceived empathy, technical competence, and overall satisfaction. The questionnaire’s validity was established through expert review and a pilot test, while reliability was confirmed with a Cronbach’s alpha of 0.89. Ethical approval was obtained, and written informed consent was secured from all participants. Data analysis involved descriptive statistics to characterize the sample and satisfaction scores, followed by inferential analyses. Independent samples t-tests and ANOVA were used to compare mean satisfaction scores between care modalities and across demographic strata. Multiple regression analysis was conducted to identify predictors of patient satisfaction, controlling for confounding variables. Additionally, qualitative responses from open-ended items were thematically analyzed to gain deeper insights into patient perceptions. The study was guided by the Technology Acceptance Model and Carl Rogers’ Person-Centered Theory, providing a framework for understanding patient engagement and satisfaction in different care settings. It is anticipated that findings will reveal distinct differences in satisfaction levels between telehealth and in-person nursing services, with variables such as age, technological literacy, and clinical condition significantly influencing perceptions. Patients receiving in-person care are expected to report higher satisfaction related to interpersonal communication, whereas telehealth patients may cite convenience and accessibility as advantageous. The study is projected to demonstrate that while telehealth services are comparable in technical competence, gaps remain in perceived empathy and relational aspects of care. These results will contribute to the ongoing discourse on optimizing telehealth nursing practices and patient-centered care. This research’s contribution to knowledge lies in providing a rigorous comparative analysis grounded in empirical data, offering evidence-based insights into patient preferences and satisfaction drivers in different care contexts. It advances understanding of the conditions under which telehealth can effectively supplement traditional nursing practices without compromising patient satisfaction, thereby informing policy and practice improvements. The study recommends tailored interventions to enhance communication and empathetic engagement in telehealth settings, emphasizes the importance of technological literacy, and advocates for continuous quality assessment of telehealth services. In conclusion, the findings of the study will inform healthcare providers and policymakers on strategies to balance technological innovation with patient-centered care principles, ultimately advancing the quality and accessibility of nursing services. Future research is suggested to explore longitudinal impacts of telehealth adoption on patient satisfaction and health outcomes, and to evaluate specific interventions aimed at bridging identified satisfaction gaps.