User Experience in Accessing and Utilizing Digital Health Systems: A Phenomenological Study Exploring the Lived Experiences of Medical Practitioners and Patients on Telemedicine Platforms in Indonesia
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Abstract
The use of digital health technologies, particularly telemedicine, has been growing rapidly in healthcare settings, yet the understanding of how healthcare professionals and patients experience these technologies remains limited. While existing studies have focused on the technological benefits, the lived experiences of users, especially in the context of Indonesia, have not been thoroughly explored. This study seeks to address this gap by investigating the experiences of medical practitioners and patients using telemedicine. Through a phenomenological approach, we aim to uncover the essential meanings and perceptions surrounding the adoption of telemedicine in healthcare. Data were collected through in-depth interviews with 20 healthcare practitioners and 5 patients, and analyzed using thematic analysis The findings reveal three major themes: (1) trust in the platform and its services, which emerged as a critical factor influencing the adoption and sustained use of telemedicine; (2) convenience in accessing healthcare services, particularly for patients in remote areas, where telemedicine reduces travel and waiting times; and (3) the perceived efficacy of medical consultations through digital platforms, which varied significantly among users based on their previous experiences and technological literacy. In terms of policy implications, these results suggest the need for targeted strategies to enhance user trust by ensuring data privacy and platform reliability, as well as increasing the accessibility of telemedicine services in underserved regions. Moreover, there is a clear call for training programs aimed at improving digital literacy among both healthcare professionals and patients to optimize the benefits of telemedicine. The findings also emphasize the importance of regulatory frameworks that balance innovation with patient safety to foster broader acceptance and integration of telemedicine into national healthcare systems.These results contribute to a deeper understanding of digital health adoption and provide implications for future research and policy development in telemedicine.
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