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Evaluating the Usability of Telephone-Based Telemedicine in a Centralised Primary Care Setting: Insights From Patients and Clinicians in Malta
Abstract
Telemedicine has become a routine element of healthcare delivery, particularly following the operational pressures of the COVID-19 pandemic. Despite this global shift, little is known about telemedicine usability in small island health systems where geographical barriers are minimal. In Malta, telephone consultations form the core of national primary care telemedicine services, yet user experience has not been extensively examined. This study evaluates the usability of telephone-based telemedicine from the perspectives of patients and clinicians using a mixed-methods design informed by the TUQ. A total of 60 doctors and 99 patients participated. Usability ratings were consistently high, with demographic factors showing no significant association with satisfaction. Older age, however, was negatively correlated with intention to reuse telemedicine. Qualitative comments highlighted convenience as a key advantage and the absence of physical examination as a limitation. Findings indicate that telephone-based telemedicine is well integrated into Malta's hybrid care model.
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