117 THE STORE-AND-FORWARD TELEMEDICINE SERVICE USER-SATISFACTION QUESTIONNAIRE SAF-TSUQ administrations can be compared to monitor performance over time, making continuous quality improvement possible. Except for telemedicine organizations, findings may be of relevance and value to HCPs, decision-makers, health insurance companies, public health inspections and governments. Health insurance companies can for example enforce major telemedicine organizations to collect feedback on HCPs’ satisfaction with the service and use this as a precondition for reimbursement or take action on the poor quality provided by telemedicine organizations. In the Netherlands, Ksyos is the largest store-and-forward telemedicine organization. Especially, in other countries with many different telemedicine organizations, the rollout of a continuous quality monitoring system and a telemedicine service quality mark is desired to guarantee telemedicine organizations performance at national levels. Future studies should focus on such telemedicine service quality marks and demonstrate if the SAF-TSUQ can also be used for these purposes. This study was conducted in summer 2019 and due to its focus on store-and-forward telemedicine, video consultation (synchronous) interaction items between patients– clinicians and clinicians themselves were excluded. At the onset of 2020, COVID-19 stimulated health care organizations and providers to take up and integrate telemedicine solutions in their practices to reduce virus transmission and the burden on hospitalbased consultations. This sudden uptake of telemedicine solutions boosted the number of telemedicine organizations and types of (store-and-forward and synchronous) services. This swiftness in telemedicine uptake (activities that usually take months or years are done in weeks or even days) emphasizes the need for decision-makers, health insurance companies, public health inspection and governments to continuously assess and monitor the quality of synchronous services also. We, therefore, intend to adapt SAF-TSUQ, that after validation will allow continuous quality monitoring of synchronous telemedicine services as well. CONCLUSION SAF-TSUQ provides insight into HCPs’ satisfaction with store-and-forward telemedicine organizations, including the platform and service aspects in a systematic and standardized way. Findings of the questionnaire highlight aspects that require extra consideration or improvement and best practices on why HCPs embrace the telemedicine service. Continued efforts in such a monitoring cycle will contribute to wider adoption of these store-and-forward services and are essential to guarantee telemedicine quality and its success. An adapted SAF-TSUQ including video-consultation items might be used to evaluate and improve synchronous telemedicine services also. 6
RkJQdWJsaXNoZXIy MTk4NDMw