Paper Type
Short
Paper Number
PACIS2025-1528
Description
Online medical teams (OMTs) shift traditional one-to-one to multiple-to-one interactions in OHCs, posing challenges for physician-patient relationships and patient perception. To improve OMT collaboration and patient perceptions, this study examines how lead physicians’ and team members’ support behaviors (emotional vs. informational) affect patient satisfaction and how their joining sequence moderates these effects. Using a mixed-method approach, we analyze 30,000 OMT interactions through text analysis and empirical modeling, supplemented by experiments. Results show that lead physicians’ emotional support negatively affects patient satisfaction compared to informational support, while team members’ emotional support has a positive effect. Early joining of lead physicians amplifies both the negative impact of their emotional support and the positive effect of team members’ emotional support. These findings offer insights into physician roles, support behaviors, and joining sequences, providing practical guidance for optimizing OMT interactions to enhance patient satisfaction.
Recommended Citation
Guo, Yushan; Xu, David (Jingjun); and Zhang, Jiantong, "Who Speaks First and Says What? Understanding the Role of Social Support in Telemedicine Collaborations" (2025). PACIS 2025 Proceedings. 2.
https://aisel.aisnet.org/pacis2025/ishealthcare/ishealthcare/2
Who Speaks First and Says What? Understanding the Role of Social Support in Telemedicine Collaborations
Online medical teams (OMTs) shift traditional one-to-one to multiple-to-one interactions in OHCs, posing challenges for physician-patient relationships and patient perception. To improve OMT collaboration and patient perceptions, this study examines how lead physicians’ and team members’ support behaviors (emotional vs. informational) affect patient satisfaction and how their joining sequence moderates these effects. Using a mixed-method approach, we analyze 30,000 OMT interactions through text analysis and empirical modeling, supplemented by experiments. Results show that lead physicians’ emotional support negatively affects patient satisfaction compared to informational support, while team members’ emotional support has a positive effect. Early joining of lead physicians amplifies both the negative impact of their emotional support and the positive effect of team members’ emotional support. These findings offer insights into physician roles, support behaviors, and joining sequences, providing practical guidance for optimizing OMT interactions to enhance patient satisfaction.
Comments
Healthcare