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 |