Gambaran Kepuasan Pasien Pengguna Layanan Telekonsultasi Di Kota Medan Terhadap Pelayanan Medis Dokter

Background: Teleconsultation is a part of telemedicine services that has become increasingly popular, especially since the COVID-19 pandemic. This service allows patients to consult with doctors remotely through various media, such as telephone, video calls, and chat. Patient satisfaction is an important indicator in assessing the effectiveness of this service. However, research on patient satisfaction with doctors' medical services in teleconsultation remains limited. Therefore, this study aims to evaluate the level of patient satisfaction with doctors' medical services in teleconsultation. Objective: To measure the level of patient satisfaction with doctors' medical services in teleconsultation. Methods: This study employed a descriptive observational design with a cross-sectional approach. Data were collected through an online survey using a validated questionnaire, the Telemedicine Satisfaction Questionnaire (TSQ). Respondents were individuals who had used teleconsultation services within the past year in Medan City, selected using the convenience sampling method. The required sample size for this study was 196 respondents. Results: The majority of teleconsultation users were aged 21–30 years, female, had a high school-level education, and earned less than Rp 3,200,000. The primary reasons for choosing teleconsultation were ease of access, time efficiency, and cost savings. A total of 58.7% of respondents were satisfied with the service, mainly due to good communication, doctor empathy, and clear medical recommendations. However, the lack of physical examinations reduced trust in diagnoses, particularly for serious illnesses. Patients tended to use teleconsultation for mild conditions, whereas for more severe conditions, they preferred in-person examinations. Conclusion: The level of patient satisfaction with teleconsultation services is relatively high, making it an effective alternative for individuals with limited access to healthcare facilities.