Assessment of Telemedicine Needs and Stakeholders Satisfaction in Pediatric Healthcare Services at Suranaree University of Technology Hospital

Naporn Uengarporn; Teerapat Saengthongpitag; Poonyanuch Chongjaroenjai; Atcha Pongpitakdamrong; Wutthipong Sriratthnarak; Phonpimon Rianteerasak; Kanyarat Mongkolkul; Paninun Srinuchasart; Panuwat Srichaisawat; Nicharee Mungklang; Raiwada  Sanguantrakul; Pattama Tongdee; Wichulada Kiatmongkol; Boonyanulak Sihaklang; Patrapon  Saritshasombat

doi:10.69650/ahstr.2025.3442

Authors

Naporn Uengarporn School of Pediatrics, Institute of Medicine, Suranaree University of Technology, Nakhon Ratchasima, 30000, Thailand; Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand https://orcid.org/0000-0001-8884-343X
Teerapat Saengthongpitag Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand
Poonyanuch Chongjaroenjai Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand
Atcha Pongpitakdamrong School of Pediatrics, Institute of Medicine, Suranaree University of Technology, Nakhon Ratchasima, 30000, Thailand; Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand
Wutthipong Sriratthnarak School of Pediatrics, Institute of Medicine, Suranaree University of Technology, Nakhon Ratchasima, 30000, Thailand; Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand
Phonpimon Rianteerasak School of Pediatrics, Institute of Medicine, Suranaree University of Technology, Nakhon Ratchasima, 30000, Thailand; Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand
Kanyarat Mongkolkul School of Pediatrics, Institute of Medicine, Suranaree University of Technology, Nakhon Ratchasima, 30000, Thailand; Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand
Paninun Srinuchasart School of Pediatrics, Institute of Medicine, Suranaree University of Technology, Nakhon Ratchasima, 30000, Thailand; Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand
Panuwat Srichaisawat School of Pediatrics, Institute of Medicine, Suranaree University of Technology, Nakhon Ratchasima, 30000, Thailand; Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand
Nicharee Mungklang School of Pediatrics, Institute of Medicine, Suranaree University of Technology, Nakhon Ratchasima, 30000, Thailand; Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand
Raiwada Sanguantrakul School of Pediatrics, Institute of Medicine, Suranaree University of Technology, Nakhon Ratchasima, 30000, Thailand; Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand
Pattama Tongdee Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand; School of Obstetrics and Gynecology, Institute of Medicine, Suranaree University of Technology and Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand
Wichulada Kiatmongkol School of Pediatrics, Institute of Medicine, Suranaree University of Technology, Nakhon Ratchasima, 30000, Thailand; Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand
Boonyanulak Sihaklang School of Pediatrics, Institute of Medicine, Suranaree University of Technology, Nakhon Ratchasima, 30000, Thailand; Suranaree University of Technology Hospital, Nakhon Ratchasima, 30000, Thailand
Patrapon Saritshasombat Institute of Nursing, Suranaree University of Technology, Nakhon Ratchasima, 30000, Thailand

DOI:

https://doi.org/10.69650/ahstr.2025.3442

Keywords:

Pediatric healthcare, Patient satisfaction, Telemedicine

Abstract

Telemedicine shows promise in improving healthcare efficiency, reducing travel burdens, and expanding access to care. The purpose of this study was to (1) assess the problems and needs related to current pediatric services, (2) evaluate stakeholder satisfaction with existing pediatric services, and (3) examine the opinions of child caregivers regarding telemedicine services. Data were collected from 160 pediatric service users and 24 healthcare providers at Suranaree University of Technology Hospital (SUTH) through a questionnaire comprising four sections: (1) Personal Information, (2) Problems and Needs, (3) Satisfaction with Healthcare Services, and (4) Opinions on Telemedicine Services. The data were analyzed using frequency, percentage, mean, and standard deviation. The results indicated that child caregivers reported moderate needs for service improvements, particularly in the areas of online consultations, flexible appointment scheduling, and home medication delivery. Healthcare providers also reported moderate needs across all service dimensions. Child caregivers expressed high satisfaction with ease of access and the quality of care, whereas healthcare providers rated all areas at a moderate level of satisfaction. Caregivers' expectations of telemedicine services focused primarily on its potential to improve service accessibility (54.35%) and reduce waiting times (30.43%), with 15.22% expressing other expectations. The strong demand for telemedicine services among both caregivers and healthcare providers highlights a shared interest in addressing service inefficiencies and improving patient access. To further enhance healthcare accessibility and efficiency, SUTH should prioritize ongoing innovation and refinement of its service delivery systems.

References

Abdulwahab, S. A., & Zedan, H. S. (2021). Factors affecting patient perceptions and satisfaction with telemedicine in outpatient clinics. Journal of Patient Experience, 8, 1-9. https://doi.org/10.1177/23743735211063780

AlDossary, S., Martin-Khan, M. G., Bradford, N. K., & Smith, A. C. (2017). A systematic review of the methodologies used to evaluate telemedicine service initiatives in hospital facilities. International Journal of Medical Informatics, 97, 171–194. https://doi.org/10.1016/j.ijmedinf.2016.10.012

Antonacci, G., Benevento, E., Bonavitacola, S., Cannavacciuolo, L., Foglia, E., Fusi, G., Garagiola, E., Ponsiglione, C., & Stefanini, A. (2023). Healthcare professional and manager perceptions on drivers, benefits, and challenges of telemedicine: Results from a cross-sectional survey in the Italian NHS. BMC Health Services Research, 23, 1115. https://doi.org/10.1186/s12913-023-10100-x

Blackburn, C. C., & Nuzhath, T. (2024). An exploration of barriers to access to healthcare in Hancock County, Tennessee: A qualitative study. Health Expectations, 27(3), e14074. https://doi.org/10.1111/hex.14074

Curfman, A. L., Hackell, J. M., Herendeen, N. E., Alexander, J. J., Marcin, J. P., Moskowitz, W. B., Bodnar, C. E. F., Simon, H. K., & McSwain, S. D. (2021). Telehealth: Improving access to and quality of pediatric health care. Pediatrics, 148(3), e2021053129. https://doi.org/10.1542/peds.2021-053129

Curfman, A. L., Hackell, J. M., Herendeen, N. E., Alexander, J., Marcin, J. P., Moskowitz, W. B., Bodnar, C. E. F., Simon, H. K., & McSwain, S. D. (2022). Telehealth: Opportunities to improve access, quality, and cost in pediatric care. Pediatrics, 149(3), e2021056035. https://doi.org/10.1542/peds.2021-056035

Ekplakorn, V., Hemmasuwan, L., Sathian-Phakhao, V., Phaokchareon, H., & Chumsuntorn, N. (2023). Report on the health survey of Thai people by physical examination, 6th edition, 2019-2020: Children's health. Mahidol University, Health Systems Research Institute, National Research Council of Thailand, Ministry of Public Health.

Esposito, S., Rosafio, C., Antodaro, F., Argentiero, A., Bassi, M., Becherucci, P., Bonsanto, F., Cagliero, A., Cannata, G., Capello, F., Cardinale, F., Chiriaco, T., Consolaro, A., Dessì, A., Di Mauro, G., Fainardi, V., Fanos, V., Guarino, A., Li Calzi, G., Lodi, E., Maghnie, M., Manfredini, L., Malorgio, E., Minuto, N., Modena, M. G., Montori, R., Moscatelli, A., Patrone, E., Pescio, E., Poeta, M., Ravelli, A., Spelta, M., Suppiej, A., Vai, S., Villa, L., Zanini, R., Botti, R., & Gaddi, A. V. (2023). Use of telemedicine healthcare systems in pediatric assistance at the territorial level: Consensus document of the Italian Society of Telemedicine (SIT), the Italian Society of Preventive and Social Pediatrics (SIPPS), the Italian Society of Pediatric Primary Care (SICuPP), the Italian Federation of Pediatric Doctors (FIMP), and the Syndicate of Family Pediatrician Doctors (SIMPeF). Journal of Personalized Medicine, 13(2), 198. https://doi.org/10.3390/jpm13020198

Ferreira, D. C., Vieira, I., Pedro, M. I., Caldas, P., & Varela, M. (2023). Patient satisfaction with healthcare services and the techniques used for its assessment: A systematic literature review and a bibliometric analysis. Healthcare, 11(5), 639. https://doi.org/10.3390/healthcare11050639

Fiks, A. G., Jenssen, B. P., & Ray, K. N. (2021). A defining moment for pediatric primary care telehealth. JAMA Pediatrics, 175(1), 9-10. https://doi.org/10.1001/jamapediatrics.2020.1881

Khalife, J., Ekman, B., Ammar, W., El-Jardali, F., Al Halabi, A., Barakat, E., & Emmelin, M. (2023). Exploring patient perspectives: A qualitative inquiry into healthcare perceptions, experiences, and satisfaction in Lebanon. PLOS ONE, 18(8), e0280665. https://doi.org/10.1371/journal.pone.0280665

Kho, J., Gillespie, N., & Martin-Khan, M. (2020). A systematic scoping review of change management practices used for telemedicine service implementations. BMC Health Services Research, 20, 815. https://doi.org/10.1186/s12913-020-05657-w

Kodjebacheva, G. D., Culinski, T., Kawser, B., & Coffer, K. (2023). Satisfaction with telehealth services compared with nontelehealth services among pediatric patients and their caregivers: Systematic review of the literature. JMIR Pediatrics and Parenting, 6(1), e41554. https://doi.org/10.2196/41554

Kodjebacheva, G. D., Tang, C., Groesbeck, F., Walker, L., Woodworth, J., & Schindler-Ruwisch, J. (2023). Telehealth use in pediatric care during the COVID-19 pandemic: A qualitative study on the perspectives of caregivers. Children, 10(2), 311. https://doi.org/10.3390/children10020311

Milne Wenderlich, A., & Herendeen, N. (2021). Telehealth in pediatric primary care. Current Problems in Pediatric and Adolescent Health Care, 51(1), 100951. https://doi: 10.1016/j.cppeds.2021.100951

National Center for Health Statistics. (2020). Healthy People 2030. Department of Health and Human Services.

Nguyen, M., Waller, M., Pandya, A., & Portnoy, J. (2020). A review of patient and provider satisfaction with telemedicine. Current Allergy and Asthma Reports, 20, 72. https://doi.org/10.1007/s11882-020-00969-7

Raina, R., Nair, N., Yap, H. K., Filler, G., Sethi, S. K., Bagga, A., Hari, P., Bunchman, T., Bartosh, S., Twombley, K., Kapur, G., McCulloch, M., Warady, B. A., Díaz-González de Ferris, M., & Rush, S. (2021). Survey of telemedicine by pediatric nephrologists during the COVID-19 pandemic. Kidney International Reports, 6(9), 2316-2322. https://doi.org/10.1016/j.ekir.2021.06.026

Smith, J. A., & Jones, M. L. (2020). Patient satisfaction in healthcare settings: An empirical analysis. Journal of Healthcare Quality, 42(3), 123-135. https://doi.org/10.1007/s10499-019-00434-5

Southgate, G., Yassaee, A. A., Harmer, M. J., Livesey, H., Pryde, K., & Roland, D. T. (2022). Use of telemedicine in pediatric services for 4 representative clinical conditions: Scoping review. Journal of Medical Internet Research, 24(10), e38267. https://doi.org/10.2196/38267

Talal, A. H., Sofikitou, E. M., Jaanimägi, U., Zeremski, M., Tobin, J. N., & Markatou, M. (2020). A framework for patient-centered telemedicine: Application and lessons learned from vulnerable populations. Journal of Biomedical Informatics, 112, 103622. https://doi.org/10.1016/j.jbi.2020.103622

Talwar, S., Dhir, A., Islam, N., Kaur, P., & Almusharraf, A. (2023). Resistance of multiple stakeholders to e-health innovations: Integration of fundamental insights and guiding research paths. Journal of Business Research, 166, 114135. https://doi.org/10.1016/j.jbusres.2023.114135

Tisnanga, J. S., & Kyongo, J. (2023). Impact of telemedicine on enhancing healthcare services in Kenya: A comprehensive review. International Journal of Science and Research (IJSR), 12(12), 1871-1877. https://doi.org/10.21275/SR231223144143

Wang, C. J., Ma, J., Zuckerman, B., & Car, J. (2020). The opportunities for telehealth in pediatric practice and public health. Pediatric Clinics of North America, 67(4), 603-611. https://doi.org/10.1016/j.pcl.2020.03.001

Williams, S., Hill, K., Xie, L., Mathew, M. S., Ofori, A., Perry, T., Wesley, D. & Messiah, S. E. (2021). Pediatric telehealth expansion in response to COVID-19. Frontiers in Pediatrics, 9, 642089. https://doi.org/10.3389/fped.2021.642089

World Health Organization. (2021). Leveraging telehealth for efficient delivery of primary health care in the WHO South-East Asia Region. WHO Regional Office for South-East Asia.

Ye, J., He, L., & Beestrum, M. (2023). Implications for implementation and adoption of telehealth in developing countries: A systematic review of China’s practices and experiences. npj Digital Medicine, 6, 174. https://doi.org/10.1038/s41746-023-00908-6

Zimmermann, J., Heilmann, M. L., Fisch-Jessen, M., Hauch, H., Kruempelmann, S., Moeller, H., Nagel, L., Nathrath, M., Vaillant, V., Voelker, T., & Deckers, M. J. (2023). Telehealth needs and concerns of stakeholders in pediatric palliative home care. Children, 10(8), 1315. https://doi.org/10.3390/children10081315