104 CHAPTER 6 HCPs’ satisfaction with a telemedicine organization and the services it delivers is key for its success. To our knowledge, validated instruments that provide insight into factors that influence the satisfaction of HCPs with contracted telemedicine services are not yet available. Therefore, a Store-and-Forward Telemedicine Service User-satisfaction Questionnaire (SAF-TSUQ) was developed and validated for monitoring (both referring and performing) HCPs’ satisfaction with store-and-forward telemedicine services. Deployment of this questionnaire will give insight into why and what makes HCPs embrace these innovative services, and how store-and-forward telemedicine organizations can improve their services. METHODS The Medical Ethical Commission of the Amsterdam UMC (location AMC) provided a waiver that further approval was not required. The recommendations of Langbecker et al. [7] on the development of appropriate questionnaires to assess telemedicine services were used as input to our questionnaire. Phase 1: questionnaire development Questionnaire development took place between October 2018 and June 2019. Step 1. A wide exploratory literature study was conducted (JvB) with snowballing and reversed snowballing to detect validated questionnaires related to the themes of interest as broadly as possible. Existing validated questionnaires within and without the telemedicine domain and in the grey literature were searched. Search string used in PubMed was “((‘Telemedicine’[Mesh] AND (‘Patient Satisfaction’[Mesh] OR ‘Personal Satisfaction’[Mesh])) AND ‘Surveys and Questionnaires’[Mesh])” and article type filter “Validation Study.” Additionally, the carrot2 clustering tool [21] (a platform using the web and PubMed as search engines) was used by combining the terms “employee, satisfaction, questionnaire, telehealth” of which the top 50 matches were examined on relevance. Further, the snowballing procedure was applied to search for additional papers. Inclusion criteria for all three searches were: (a) includes a questionnaire and describes a validation method, (b) items within the questionnaire focus on the employee, job or service satisfaction, not merely on patient satisfaction, (c) paper is accessible. The resulting questionnaires were scored (strong, medium, and low) on construct validity, relevance to telemedicine services and employee satisfaction (JvB), and a Strengths–Weaknesses– Opportunities–Threats analysis was performed (JvB). Questionnaires with high scores were used as input for questionnaire development. At the start, patient satisfaction was included in the search string to examine whether these patient satisfaction questionnaires also contained elements relevant for the assessment of service providers. After assessing
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