KEPUASAN PASIEN TERHADAP TELEMEDICINE PADA PELAYANAN KESEHATAN SELAMA PANDEMI COVID-19: LITERATUR REVIEW
DOI:
https://doi.org/10.31004/prepotif.v6i2.4506Keywords:
kepuasan pasien, pandemi covid-19, pelayanan kesehatan, telemedicineAbstract
Pandemi Covid-19 menyebabkan pembatasan kontak pada pelayanan kesehatan. Telemedicine terbukti dapat menjadi solusi yang efektif dan aman untuk keberlangsungan pelayanan dalam proses transisi dari kunjungan secara langsung ke virtual. Penulisan artikel ini bertujuan untuk menganalisis dan menjelaskan faktor yang berhubungan dengan kepuasan pasien dalam menggunakan telemedicine pada pelayanan kesehatan selama pandemi Covid-19. Metode yang digunakan adalah literature review. Pengumpulan artikel dilakukan melalui Google Scholar pada artikel nasional dan internasional yang diterbitkan tahun 2020-2021 yang berbentuk full text. Artikel yang ditemukan dianalisis secara deskriptif. Berdasarkan hasil telaah artikel, didapatkan faktor yang berhubungan dengan kepuasan pasien terhadap telemedicine selama pandemi Covid-19 yaitu kualitas pelayanan, emosional, biaya, kualitas produk, dan harga. Faktor kualitas pelayanan terdiri dari jenis terapi, jenis dan durasi kunjungan, advokat perawatan pasien, pemberian informasi, kepedulian dokter, dan tingkat kepercayaan pasien terhadap dokter. Faktor emosional terdiri dari usia, masalah kesehatan dan tingkat kecemasan pasien. Faktor biaya terdiri atas pasien dapat menghemat waktu, jarak, dan pendapatan. Faktor kualitas produk terdiri dari masalah teknis saat mengakses telemedicine, media yang digunakan, privasi, serta kepuasan dari telemedicine, dan terakhir faktor harga yaitu kekhawatiran biaya yang akan ditanggung. Kualitas pelayanan menjadi faktor dominan yang berhubungan dengan kepuasan pasien terhadap pelayanan telemedicine.References
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