Presented at CAHOCON (National) on 15-Apr-2023, 28-Oct-2023
Presented at CAHOCON (National) on 15-Apr-2023, 28-Oct-2023
Presented at CAHOCON (National)
on 15-Apr-2023, 28-Oct-2023
Assessing communication skills of doctors as a
measure of quality in teleconsultations using a
Quality-Check-Framework Model
Assessing communication skills of doctors as a measure of quality in teleconsultations using a
Quality-Check-Framework Model
Assessing communication skills of doctors as a measure of quality in teleconsultations using a
Quality-Check-Framework Model
INTRODUCTION
INTRODUCTION
Information and Communication Technologies (ICTs) have been beneficial in making high-quality healthcare services accessible to the world.
Information and Communication Technologies (ICTs) have been beneficial in making high-quality healthcare services accessible to the world.
Measuring clinical quality is more effortful, considering its complex and multi-dimensional nature, compared to other industries.
Measuring clinical quality is more effortful, considering its complex and multi-dimensional nature, compared to other industries.
OBJECTIVE
OBJECTIVE
To assess the improvement in the Quality Check (QC) Scores and the quality of consultations of doctors on a telemedicine platform using the Quality-Check-Framework developed at MediBuddy.
To assess the improvement in the Quality Check (QC) Scores and the quality of consultations of doctors on a telemedicine platform using the Quality-Check-Framework developed at MediBuddy.
METHODOLOGY
METHODOLOGY
Doctors who received feedback based on their QC scores from the QC agents between the first week of September 2022 and December 2022 were included in the study.
Doctors who received feedback based on their QC scores from the QC agents between the first week of September 2022 and December 2022 were included in the study.
We measured the change in their QC scores after feedback.
We measured the change in their QC scores after feedback.
Data was checked for duplicates, cleaned, and descriptive statistics were computed.
Data was checked for duplicates, cleaned, and descriptive statistics were computed.
Initiation (1)
Initiation (1)
Self
Introduction
Self
Introduction
Greeting
the patient
Confirming
the patient
Empathy (1)
Empathy (1)
Tone
of voice
Expressing Empathy
in words
Explanation (1)
Explanation (1)
Explaining diagnosis
Explaining treatment plan
Follow-up
plan
Closure (1)
Closure (1)
Reassurance
Closure
Confirmation from the patient
Data Gathering (1)
Data Gathering (1)
Active listening
Probing
questions
Asking Allergy, Medical History
RESULTS
RESULTS
DISCUSSION
DISCUSSION
Several studies have developed and used scales of patient satisfaction and clinician communication to measure the quality of healthcare services.
Several studies have developed and used scales of patient satisfaction and clinician communication to measure the quality of healthcare services.
Not many studies address this issue specifically for telemedicine services.
Not many studies address this issue specifically for telemedicine services.
gs suggest that regular quality checks and active feedback definitely improve the behaviours in decision-making in teleconsultation practice.
gs suggest that regular quality checks and active feedback definitely improve the behaviours in decision-making in teleconsultation practice.
CONCLUSION
CONCLUSION
Our study concluded the importance of regular quality checks to enhance the quality of healthcare delivery in a telemedicine platform.
Our study concluded the importance of regular quality checks to enhance the quality of healthcare delivery in a telemedicine platform.
REFERENCES
REFERENCES
Shao M, Fan J, Huang Z, Chen M. The Impact of Information and Communication Technologies (ICTs) on Health Outcomes: A Mediating Effect Analysis Based on Cross-National Panel Data. J Environ Public Health [Internet]. 2022 [cited 2023 Apr 4];2022. Available from: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9385304/
Shao M, Fan J, Huang Z, Chen M. The Impact of Information and Communication Technologies (ICTs) on Health Outcomes: A Mediating Effect Analysis Based on Cross-National Panel Data. J Environ Public Health [Internet]. 2022 [cited 2023 Apr 4];2022. Available from: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9385304/
Wootton R, Liu J, Bonnardot L. Assessing the Quality of Teleconsultations in a Store-And-Forward Telemedicine Network – Long-Term Monitoring Taking into Account Differences between Cases. Front Public Health [Internet]. 2014 [cited 2022 Aug 10];2. Available from: https://www.frontiersin.org/articles/10.3389/fpubh.2014.00211
Wootton R, Liu J, Bonnardot L. Assessing the Quality of Teleconsultations in a Store-And-Forward Telemedicine Network – Long-Term Monitoring Taking into Account Differences between Cases. Front Public Health [Internet]. 2014 [cited 2022 Aug 10];2. Available from: https://www.frontiersin.org/articles/10.3389/fpubh.2014.00211
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