Teleconsultation in Hospital Service: Implementation Challenge


  • Cicilia Maria Ernawati Master Program in Hospital Management Faculty of Medicine Universitas Brawijaya Malang
  • Else Agustina UMM Hospital Malang
  • Suryanto Suryanto Department of Nursing Faculty of Health Sciences Universitas Brawijaya Malang



Healthcare quality, teleconsultation, telemedicine


Teleconsultation is one of the telemedicine services provided by hospitals and is getting popular during the Covid-19 pandemic. As a new service model, developing a quality management system that can ensure the effectiveness and safety of this service to provide users' satisfaction is necessary. This research aimed to identify and analyze the process and problems of teleconsultation services. This research was qualitative with a descriptive case study approach to get a detailed picture of the teleconsultation process in a hospital and its issues. The study was conducted from September to October 2021 in a type C private hospital in Malang. Data were obtained from interviews with officers and patient feedback on teleconsultation services. Problems in teleconsultation services in the hospital were ineffective communication, limited-service coverage, lack of support for medical support facilities, technological constraints, lack of understanding of service flow, and cost affordability.


Download data is not yet available.


Turner S, Botero-Tovar N, Herrera MA, et al. Systematic Review of Experiences and Perceptions of Key Actors and Organisations at Multiple Levels within Health Systems Internationally in Responding to COVID-19. Implementation Science. 2021; 16(1): 1–13.

Bhambere S, Abhishek B, and Sumit H. Rapid Digitization of Healthcare - A Review of COVID-19 Impact on Our Health Systems. International Journal of All Research Education and Scientific Methods. 2021; 9(2): 1457–1459.

Djasri H and Lumenta N. Editorial Pembelajaran Manajemen Mutu Pelayanan Kesehatan dari Pandemi Covid-19. Journal of Hospital Accreditation. 2021; 3(1): 1–2.

Ikatan Dokter Indonesia. Telemedis: Rekomendasi Ikatan Dokter Indonesia untuk Masa Depan Digitalisasi Kesehatan di Indonesia. Jakarta: IDI; 2018.

Yun EK and Chun KM. Critical to Quality in Telemedicine Service Management: Application of DFSS (Design for Six Sigma) and SERVQUAL. Nursing Economics. 2008; 26(6): 384–388.

Lu W, Wang XP, Zhao J, and Zhai YK. Research on Teleconsultation Service Quality Based on Multi-Granularity Linguistic Information: The Perspective of Regional Doctors. BMC Medical Informatics and Decision Making. 2020; 20(1): 1–13.

Ohannessian R, Duong TA, and Odone A. Global Telemedicine Implementation and Integration Within Health Systems to Fight the COVID-19 Pandemic: A Call to Action. JMIR Public Health and Surveillance. 2020; 6(2): 1-4.

Arshad SA, Arif TB, Maab H, et al. Global Interest in Telehealth During COVID-19 Pandemic: An Analysis of Google TrendsTM. Cureus. 2020; 12(9): 1-16.

Haleem A, Javaid M, Singh RP, and Suman R. Telemedicine for Healthcare: Capabilities, Features, Barriers, and Applications. Sensors International. 2021; 2: 1-12.

Chowdhury SR, Sunna TC, and Ahmed S. Telemedicine is an Important Aspect of Healthcare Services Amid COVID-19 Outbreak: Its Barriers in Bangladesh and Strategies to Overcome. International Journal of Health Planning and Management. 2021; 36(1): 4–12.

Lerouge CM, Garfield MJ, and Hevner AR. Patient Perspectives of Telemedicine Quality. Patient Preference and Adherence. 2015; 9: 25–40.

Tahmidaten L and Krismanto W. Permasalahan Budaya Membaca di Indonesia (Studi Pustaka tentang Problematika & Solusinya). SCHOLARIA Jurnal Pendidikan dan Kebudayaan. 2020; 10(1): 22-33.

Borg K, Boulet M, Smith L, and Bragge P. Digital Inclusion and Health Communication: A Rapid Review of Literature. Health Communication. 2019; 34(11): 1320–1328.

O'Doherty D, Dromey M, Lougheed J, Hannigan A, Last J, and McGrath DS. Barriers and Solutions to Online Learning in Medical Education - An Integrative Review. BioMed Central Medical Education. 2018; 18(30): 1-11.

Boykins AD. Core Communication Competencies in Patient-Centered Care. The ABNF Journal. 2014; 25(2): 40-45.

Ogden K, Barr J, and Greenfield D. Determining Requirements for Patient-Centred Care: A Participatory Concept Mapping Study. BioMed Central Health Services Research. 2017; 17(1): 1-11.

Bokhour BG, Fix GM, Mueller NM, et al. How Can Healthcare Organizations Implement Patient-Centered Care? Examining a Large-Scale Cultural Transformation. BioMed Central Health Services Research. 2018; 18(1): 1-11.

World Health Organization. Continuity and Coordination of Care a Practice Brief to Support Implementation of the WHO Framework on Integrated People-Centred Health Services. (Online) 2018, p. 1-76.

Cabana MD and Jee SH. Does Continuity of Care Improve Patient Outcomes? The Journal of Family Practice. 2004; 53(12): 974–980.

Saultz JW and Albedaiwi W. Interpersonal Continuity of Care and Patient Satisfaction: A Critical Review. Annals of Family Medicine. 2004; 2(5): 445–451.

Kuntardjo C. Dimensions of Ethics and Telemedicine in Indonesia: Enough of Permenkes Number 20 Year 2019 as a Frame of Telemedicine Practices in Indonesia? Soepra. 2020; 6(1): 1–14.

Frade S and Rodrigues H. Benefits, Challenges and Impact of Teleconsultation - A Literature Review. Studies in Health Technology and Informatics. 2013; 192: 1157.

Reed K. Telemedicine: Benefits to Advanced Practice Nursing and the Communities They Serve. Journal of the American Academy of Nurse Practitioners. 2005; 17(5): 176–180.

Lu W, Hou H, Ma R, et al. Influencing Factors of Patient Satisfaction in Teleconsultation: A Cross-Sectional Study. Technological Forecasting and Social Change. 2021; 168: 1-14.

Cantos PL, Chua NJ, Florentin MJ, Gomez GT, Hapan MF, and Salmon S. Perceived Level of Satisfaction of Filipino Patients Residing in Metro Manila towards Teleconsultation as New Means of Healthcare Delivery. International Journal of Progressive Research in Science and Engineering. 2021; 2(8): 229-243.

Atmojo JT, Sudaryanto WT, Widiyanto A, Ernawati, and Arradini D. Telemedicine, Cost Effectiveness, and Patients Satisfaction: A Systematic Review. Journal of Health Policy and Management. 2020; 5(2): 103–107.

Othman EA, Giampietro V, and Mohamad M. Patient Satisfaction with Teleconsultation during Covid-19 Pandemic: A Descriptive Study for Mental Health Care in Malaysia. Malaysian Journal of Public Health Medicine. 2021; 21(2): 243-251.

Magadmi MM, Kamel FO, and Magadmi RM. Patients' Perceptions and Satisfaction Regarding Teleconsultations during The COVID-19 Pandemic In Jeddah, Saudi Arabia. Research Square. 2020; 1-19. Preliminary Version.



2022-10-20 — Updated on 2022-10-20




Most read articles by the same author(s)