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Table 3 The most frequent SERVQUAL dimensions, process factors, sub-themes among clinicians (N = 300)a

From: Service process factors affecting patients’ and clinicians’ experiences on rapid teleconsultation implementation in out-patient neurology services during COVID-19 pandemic: a scoping review

Dimension

Most frequent process factors

Sub-themes

Assurance

(n = 113, 37.7%)

(The knowledge and courtesy of employees and their ability to inspire trust and confidence)

Clinical activities (n = 69):

Physical examination

(n = 32)

The positive role of video in PE

Limitation of remote PE

Lacking utilization of remote assessment tools

Availability of family support

Confidence in care

(n = 23)

Video adding confidence

Experiences and training adding confidence

Perceptions of decreased standard care

Unusual conditions (delivery bad news or sensitive information) lowing the confidence

Communication

(n = 17)

Perceived risk of misunderstanding

Difficult recognizing emotion

Difficult establishing trust relationship

Superiority of video visits in communication (enhance PE and diagnosis)

Reliability

(n = 96)

(the ability to perform the promised service dependably and accurately)

Appropriate triage

(n = 55)

Clinical factors:

• Follow-up vs New

• Screening or stratification

• Disease characteristics

(severity, stability, acuity, complexity)

Patient factors:

• Demographic;

• Physical or psychological limitation;

• Caregiver support;

• Access to technology;

• Experience in using technology.

Administrative support

(n = 19)

Change work flow: Scheduling and registration;

Previsit preparation technical, environmental, and medical;

Accurate patient information.

Tangible

(n = 61)

(The equipment and personnel)

Technical issues

(n = 44)

System availability

System reliability

System connectivity

System flexibility

Functionality limitation

Responsiveness (n = 23)

(The willingness to help customers and provide prompt service)

Address patients’ logistical needs (n = 13)

Convenience (save time, travel and decrease cost)

Empathy (n = 7)

(The provision of individual care and attention to customers)

Human touch

(n = 6)

Losing/missing relationship

Lacking empathy: business-like

  1. aOriginal table with selected quotes in Additional file 1