COVID-19, pandemic, teleconsultation, mental health, patient satisfaction, Malaysia


The recent novel coronavirus disease 2019 (COVID-19) outbreak has led health care providers to shift rapidly from on-site consultation towards teleconsultation. However, knowledge about patient satisfaction with teleconsultation, particularly for mental health care, is limited and demands further investigation. This study aimed to evaluate patient satisfaction with teleconsultation in mental health care during the COVID-19 pandemic. The study also aimed to identify the leading contributing factors to patient satisfaction with teleconsultation. A convenience sampling method was employed. An online survey was conducted between June 8 and August 3, 2020. A 14-item questionnaire was used to assess the patient's level of satisfaction in four domains of satisfaction. A total of 106 questionnaires were received. Respondents reported a high level of satisfaction with teleconsultation. The convenience of not having to travel to the health center for consultation was the leading contributing factor to patient satisfaction with teleconsultation. However, patients reported that they were least satisfied with teleconsultation because they could not express their feelings deeply to the provider. The current study provides preliminary evidence that teleconsultation may be a satisfactory mode of communication during the COVID-19 pandemic for mental health care in Malaysia. Most importantly, consultation in mental health care should carry on to be performed remotely to prevent the spread of infectious disease. Future research is warranted to provide a better understanding of other factors contributing to patient satisfaction with teleconsultation and ways to improve them.



Adhikari SP, Meng S, Wu Y, et al. Novel Coronavirus during the early outbreak period: Epidemiology, causes, clinical manifestation and diagnosis, prevention and control. Infect Dis Poverty 2020; 9(29):1–12.

Liu SL, Saif L. Emerging Viruses without Borders: The Wuhan Coronavirus. Viruses 2020; 12(2): 130.

Remuzzi A, Remuzzi G. COVID-19 and Italy: what next? The Lancet 2020; 395(10231): 1225–1228.

Velavan TP, Meyer CG. The COVID-19 epidemic. Trop Med Int Health 2020; 25(3):278–280.

Wind TR, Rijkeboer M, Andersson G, et al. The COVID-19 pandemic: The 'black swan' for mental health care and a turning point for e-health. Internet Interv 2020; 20: 100317.

Abrams DJ, Geier MR. A comparison of patient satisfaction with telehealth and on-site consultations: A pilot study for prenatal genetic counseling. J Genet Couns 2006; 15(3): 199–205.

Fatehi F, Martin-Khan M, Smith AC, et al. Patient satisfaction with video teleconsultation in a virtual diabetes outreach clinic. Diabetes Technol Ther 2015, 17(1): 43–48.

Hisamudin HA. Patients find it tough to seek mental health treatment during CMCO [Report]. 2020 Oct 28. Available from:

Gill L, White L. A critical review of patient satisfaction. Leadersh Health Serv (2009); 22(1):8–19.

Priebe S, Miglietta E. Assessment and determinants of patient satisfaction with mental health care. World Psychiatry 2019; 18(1):30–31.

Monaghesh E, Hajizadeh A. The role of telehealth during COVID-19 outbreak: a systematic review based on current evidence. BMC Public Health 2020; 20(1):1193.

Rains LS, Johnson S, Barnett P, et al. Early impacts of the COVID-19 pandemic on mental health care and on people with mental health conditions: framework synthesis of international experiences and responses. Soc Psychiatry Psychiatr Epidemiol 2020.

Pierce M, Hope H, Ford T, et al. Mental health before and during the COVID-19 pandemic: a longitudinal probability sample survey of the UK population. Lancet Psychiatry 2020; 7(10):883–892.

Andrews E, Berghofer K, Long J, et al. Satisfaction with the use of telehealth during COVID-19: An integrative review. Int J Nurs Stud Adv 2020; 2:100008.

Betancourt JA, Rosenberg MA, Zevallos A, et al. The Impact of COVID-19 on Telemedicine Utilization Across Multiple Service Lines in the United States. Healthcare 2020; 8(4):380.

Haxhihamza K, Arsova S, Bajraktarov S, et al. Patient Satisfaction with Use of Telemedicine in University Clinic of Psychiatry: Skopje, North Macedonia During COVID-19 Pandemic. Telemed J E Health 2020; 1–4.

Ramaswamy A, Yu M, Drangsholt S, et al. Patient satisfaction with telemedicine during the COVID-19 pandemic: Retrospective cohort study. J Med Internet Res 2020; 22(9):1–9.

Luo H, Lie Y, Prinzen FW. Surveillance of COVID-19 in the General Population using an Online Questionnaire: Report from 18,161 Respondents in China. JMIR Public Health Surveill 2020; 6(2), e18576.

Hutchinson A. People are spending 20% more time in Apps during the COVID-19 lockdowns [Report]. 2020 Apr 3. Available from:

Kenny DT. Determinants of patient satisfaction with the medical consultation. Psychol Health 1995; 10(5):427–437.

Larsen DL, Attkisson CC, Hargreaves WA, et al. (1979). Assessment of client/patient satisfaction: Development of a general scale. Eval Program Plann 1979; 2(3):197–207.

Miglietta E, Belessiotis-Richards C, Ruggeri M, et al. Scales for assessing patient satisfaction with mental health care: A systematic review. J Psychiatr Res 2018; 100:33–46.

Ahmad BA, Khairatul K, Farnaza A. An assessment of patient waiting and consultation time in a primary healthcare clinic. Malays Fam Physician 2017; 12(1):14–21.

Stamboglis N, Jacobs R. Factors Associated with Patient Satisfaction of Community Mental Health Services: A Multilevel Approach. Community Ment Health J 2020; 56(1):50–64.

Adevi AA, Uvnäs-Moberg K, Grahn P. Therapeutic interventions in a rehabilitation garden may induce temporary extrovert and/or introvert behavioural changes in patients, suffering from stress-related disorders. Urban For Urban Green 2018; 30:182–193.

Andersson G, Denhov A, Bülow P, et al. Aloneness and loneliness – persons with severe mental illness and experiences of being alone. Scand J Disabil Res 2015; 17(4):353–365.

Mojtabai R, Evans-Lacko S, Schomerus G, et al. Attitudes toward mental health help seeking as predictors of future help-seeking behavior and use of mental health treatments. Psychiatr Serv 2016; 67(6):650–657.

Agha Z, Schapira RM, Laud PW, et al. Patient satisfaction with physician-patient communication during telemedicine. Telemed J E Health 2009; 15(9):830–839.

Brewer M, Gardiner L. The initial impact of COVID-19 and policy responses on household incomes. Oxford Rev Econ Policy 2020; 36:187-199.

Hair JF, Sarstedt M, Hopkins L, et al. Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. Eur Bus Rev 2014; 26(2):106–121.




How to Cite

Othman, E., Giampietro, V., & Mohamad, M. (2021). PATIENT SATISFACTION WITH TELECONSULTATION DURING COVID-19 PANDEMIC: A DESCRIPTIVE STUDY FOR MENTAL HEALTH CARE IN MALAYSIA. Malaysian Journal of Public Health Medicine, 21(2), 243–251.