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

Thesis Abstract

The rapid expansion of telehealth services alongside traditional in-person nursing care has transformed healthcare delivery, raising important questions regarding patient satisfaction and care outcomes. Despite widespread adoption, comparative evaluations of patient satisfaction between telehealth and in-person nursing services remain limited, especially within diverse healthcare settings. This study aims to conduct a comprehensive comparative analysis of patient satisfaction levels between these two modes of care, with specific objectives to identify key satisfaction determinants, assess differences in patient perceptions, and explore demographic factors influencing satisfaction scores. Employing a cross-sectional analytical design grounded in the Patient-Centered Care Model and the Technology Acceptance Model, the study investigates adult patients receiving nursing care across multiple hospital and community health settings. The research population comprises 600 adult patients (aged 18 and above) who have engaged with either telehealth or in-person nursing services within the prior six months. A stratified random sampling technique ensures proportional representation of patients from both care modalities, with 300 participants in each group. Data collection instruments include a structured questionnaire developed through a comprehensive review of existing satisfaction scales, validated for content and construct validity through expert review and a pilot study (Cronbach’s alpha = 0.87). The questionnaire encompasses items measuring domains such as communication, accessibility, technical competence, emotional support, and overall satisfaction. Supplementary qualitative data are obtained via semi-structured interviews with 20 patients from each group to gain in-depth insights. Data analysis involves descriptive statistics to profile the sample and satisfaction levels, followed by inferential statistical techniques. Independent t-tests or Mann-Whitney U tests compare satisfaction scores between telehealth and in-person groups, contingent on data normality assessed through the Shapiro-Wilk test. Multiple linear regression analysis identifies predictors of satisfaction, controlling for demographic variables and health status. Thematic analysis, guided by Braun and Clarke’s framework, synthesizes qualitative responses to contextualize quantitative findings. It is anticipated that the study will reveal nuanced differences in patient satisfaction, potentially favoring in-person services in dimensions such as emotional support, but highlighting strengths of telehealth in accessibility and convenience. The results are expected to demonstrate significant associations between demographic factors—such as age, education level, and digital literacy—and satisfaction levels, with younger and technologically literate patients more satisfied with telehealth. The study aims to contribute novel insights into the comparative effectiveness of telehealth and traditional nursing care, providing evidence-based recommendations for optimizing patient-centered services. The findings will advance understanding of patient perceptions in the evolving healthcare landscape, informing policymakers, healthcare practitioners, and technology developers on tailored strategies to enhance satisfaction across modalities. The study concludes with specific recommendations to strengthen telehealth infrastructure, enhance training for nurses in virtual communication skills, and promote equitable access irrespective of demographic disparities. Recommendations for future research include longitudinal studies to assess satisfaction over time and investigations into clinical outcomes associated with each care modality. Ultimately, this research aims to inform best practices in integrating telehealth within comprehensive nursing care models, ensuring quality, satisfaction, and safety for diverse patient populations.