EFFECT OF ACCESS TO TELEMEDICINE SERVICES, PATIENT TECHNOLOGICAL COMPETENCE, AND INCOME LEVEL ON PATIENT OUTCOMES IN PAKISTAN

Abstract

Telemedicine is the revolutionized way of healthcare delivery that brings remote consultation and treatment possibilities with improved accessibility and convenience. This paper investigates the effect of telemedicine service quality on patient satisfaction and outcomes in remote locations. The research measures the important dimensions of reliability, responsiveness, empathy and technological competence using the framework of SERVQUAL. Results reveal that service quality has a large impact on both patient trust and engagement of telemedicine, with digital literacy being an important part to gain the most out of telemedicine. Despite significant technological access disparities, socioeconomically disadvantaged patients are challenged in this regard. The study emphasizes the importance that healthcare providers play in educating the public on the use of digital health, the improvement of telemedicine infrastructure as well as the delivery of a seamless user experience. In managerial implications, it is important to invest in simple technology, training programs, and internet that is reliable to maximize telehealth adoption. Long term telemedicine impact on the management of chronic disease should be the subject of future research, as well as exploring AI based solutions for enhancing service. Improving telemedicine strategies through addressing these aspects will help healthcare stakeholders develop equitable and efficient patient care.