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The Use of a Mobile-Based Telehealth Service During the COVID-19 Pandemic: Provider Experience and Satisfaction

Alsaleh, Mohanad M (2021) The Use of a Mobile-Based Telehealth Service During the COVID-19 Pandemic: Provider Experience and Satisfaction. Master's Thesis, University of Pittsburgh. (Unpublished)

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Telehealth is a promising healthcare delivery model that uses telecommunication technologies to improve healthcare access by remotely offering health care services to people with limited access to these services. Due to the lockdown and restrictions caused by the COVID-19 pandemic, many healthcare organizations are now utilizing telehealth systems to remotely provide health care services and mitigate the spread of COVID-19 by minimizing physical interactions.
To assess the providers’ experience and satisfaction with a telehealth technology “Sehha” being used by physicians during COVID-19, examine the challenges faced by the providers, and identify possible opportunities to improve the use of telehealth in Saudi Arabia.
With the collaboration of the Saudi Ministry of Health, a 30-item questionnaire consisting of quantitative and qualitative questions was distributed to 362 physicians using the Sehha telehealth app. The questionnaire items were adapted from previous studies and then tested for content validity and reliability (α = 0.88).
One hundred fourteen out of 362 questionnaires were analyzed with a response rate of 31%. The study showed that 67.6% of the physicians were satisfied with the work they have done through Sehha. Forty-four percent of the physicians preferred telehealth visits over traditional visits, while 35.1% did not prefer telehealth, and 21.1% reported to be neutral. However, the most commonly perceived challenge by the physicians using Sehha was difficulty in providing accurate medical assessments (73.7%), followed by overlapping of consultations (71.1%), while the most frequently cited area of the platform needed for improvement was integration with other systems (86.8%), followed by involvement of other medical specialists (81.6%).
Telehealth is the new norm of delivering health care service, and its benefits have been realized worldwide. Telehealth can increase access to care, improve the quality of care, and reduce cost. Besides face-to-face visits, health care providers are now embracing telehealth technologies and showing interest in virtual care. Thus, telehealth should remain sustained after the era of COVID-19, and healthcare leaders should reconsider the status of telehealth.


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Item Type: University of Pittsburgh ETD
Status: Unpublished
CreatorsEmailPitt UsernameORCID
Alsaleh, Mohanad Mmmalsaleh14@gmail.commma1100000-0002-8043-548X
ETD Committee:
TitleMemberEmail AddressPitt UsernameORCID
Committee ChairWatzlaf, Valerievalgeo@pitt.eduvalgeo
Committee MemberDeAlmeida, Dilharidrd7@pitt.edudrd7
Committee MemberSaptono, Andiandi.saptono@pitt.eduandi.saptono
Thesis AdvisorWatzlaf, Valerievalgeo@pitt.eduvalgeo
Date: 11 June 2021
Date Type: Publication
Defense Date: 12 March 2021
Approval Date: 11 June 2021
Submission Date: 28 March 2021
Access Restriction: No restriction; Release the ETD for access worldwide immediately.
Number of Pages: 86
Institution: University of Pittsburgh
Schools and Programs: School of Health and Rehabilitation Sciences > Health Information Management
Degree: MS - Master of Science
Thesis Type: Master's Thesis
Refereed: Yes
Uncontrolled Keywords: telehealth, mHealth, digital health, Sehha, provider, physician, Saudi Arabia, satisfaction, experience, COVID-19
Date Deposited: 11 Jun 2021 21:19
Last Modified: 11 Jun 2021 21:19


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