Digital Service Platform and Innovation in Healthcare: Measuring Users’ Satisfaction and Implications

Abstract

When it comes to scheduling health consultations, e-appointment systems are helpful for patients. Non-attendance is a common obstacle that many medical practitioners must endure when it comes to the management of appointments in healthcare facilities and outpatient health settings. Prior surveys have found that many users are open to use such mechanisms and that patients would be likely to schedule an online appointment with their doctor if such a system was made accessible. Few studies have sought to determine how well e-appointment systems work, how well they are received by their users, and whether or not they increase the number of appointments booked. The purpose of this research was to collect information that would help executives of a state hospital in Thessaloniki, Greece, to improve their electronic appointment system by measuring the level of satisfaction their patients have with it. The results show that the level of service provided by the electronic appointment system is not satisfactory. The quality of the website is another significant factor that does not contribute to the level of satisfaction experienced by patients.