Research - Group 7B

UNIVERSITY OF PERPETUAL HELP- DR. JOSE G.
TAMAYO MEDICAL UNIVERSITY

Sto. Niño, City of Biñan, Laguna
COLLEGE OF NURSING
THE LIVED EXPERIENCES OF PATIENTS THAT USED

TELEMEDICINE DURING THE
COVID-19 PANDEMIC
An Undergraduate Study Presented to The

Faculty of the College of Nursing
University of Perpetual Help
System Laguna
In Partial
Fulfillment of the
Requirement for the degree of
BACHELOR OF SCIENCE IN NURSING
By:
Dela Cruz, Aivee A.
De Leon, Danielle Anne G.
De Leon, Joanna Bren B.
Desquitado, Ireneo D.
Dominguez, Aira M.
January 2024
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UNIVERSITY OF PERPETUAL HELP- DR. JOSE G. TAMAYO MEDICAL UNIVERSITY
COLLEGE OF NURSING
RECOMMENDATION FOR ORAL EXAMINATION
This undergraduate thesis entitled: “THE LIVED EXPERIENCES OF

PATIENTS THAT USED TELEMEDICINE DURING THE COVID-19 PANDEMIC,”
prepared and submitted by Aivee A. Dela Cruz, Danielle Anne G. De Leon, Joanna
Bren B. De Leon, Ireneo D. Desquitado, and Aira M. Dominguez in partial fulfillment
of the requirements for the degree Bachelor of Science in Nursing, has been
examined and hereby recommended for acceptance and approval for ORAL
EXAMINATION.
______________________________
Mona Liza U. Avelino, RN, MAN, PhD
Adviser
APPROVAL BY THE PANEL OF EXAMINERS
Approved by the committee on Oral Examinations with a grade of

__________________________.
______________________________
First Name M.I. Last Name, Title
Chairman
____________________________ ____________________________
First Name M.I. Last Name, Title First Name M.I. Last Name, Title
Panelist Panelist
Accepted and approved in partial fulfillment of the requirements for the

degree Bachelor of Science in Nursing.
____________ ____________________________________
Date Dean Estrella A. San Juan, RN, MAN, PhD
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ACKNOWLEDGEMENT
The researchers would like to express their heartfelt appreciation to the
following individuals for their guidance and support in accomplishing this scholarly
endeavor:
First and foremost, ...

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THESIS ABSTRACT
Title : “THE LIVED EXPERIENCES OF PATIENTS THAT USED

TELEMEDICINE DURING THE COVID-19 PANDEMIC”
Authors : Aivee A. Dela Cruz, Danielle Anne G. De Leon, Joanna
Bren B. De Leon, Ireneo D. Desquitado, and Aira M.
Dominguez
Degree : Bachelor of Science in Nursing
School : University of Perpetual Help – Dr. Jose G. Tamayo Medical
University
Academic Year : 2022 – 2023
Adviser : First Name M.I. Last Name, Title
Number of Pages :
Patients play a crucial role in the realm of telemedicine as the recipients of
care. Their firsthand encounters significantly shape the delivery of telehealth and
telemedicine services. Therefore, comprehending their lived experiences becomes
paramount for the continued development and enhancement of services that align
with optimal healthcare. Telemedicine emerged as the most convenient and
accessible avenue for seeking consultations amid the challenges posed by the
COVID-19 pandemic. Based on the result of the study, the following conclusion
were drawn: (1) This study delves into the positive experiences of patients utilizing
telemedicine during the Covid-19 pandemic. Participants express a favorable
perception of telemedicine, citing its accessibility, convenience, and contribution to
their overall wellbeing. The decision to choose telemedicine is rooted in its utility
and positive impact on the healthcare consultation process, providing insights into
the transformative role of telemedicine in enhancing patient health. (2) Alongside

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the positive experiences, participants share challenges encountered during
telemedicine consultations. Notable issues include limitations on physical
examinations or procedures, reflecting the constraints of remote healthcare
assessments. Additionally, challenges related to the lack of internet connection and
delayed responses from healthcare providers are identified. These challenges
underscore the existing limitations of telemedicine, contributing valuable insights
into areas that may require improvement. (3) Benefits of Telemedicine during the
Pandemic: Despite the challenges, the study highlights significant benefits
associated with telemedicine in the context of the COVID-19 pandemic. These
advantages encompass enhanced safety measures, cost-effectiveness, effective
communication channels between patients and healthcare providers, and the
elimination of travel time. The identification of these benefits positioned
telemedicine as a promising avenue for improving healthcare delivery, particularly
in times of crisis, emphasizing its potential to address key healthcare concerns and
enhance overall patient experiences.
TABLE OF CONTENTS
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Page
TITLE PAGE
i
RECOMMENDATION FOR ORAL EXAMINATION
ii
APPROVAL SHEET
ii
ACKNOWLEDGEMENT
iii
THESIS ABSTRACT
iv
TABLE OF CONTENTS
v
LIST OF TABLES
viii
LIST OF FIGURES
ix
Chapter
1 THE PROBLEM AND ITS BACKGROUND
Introduction 1
Theoretical Framework 3
Operational Framework 5
Statement of the Problem 7
Assumption of the Study 7
Scope and Delimitations 8
Significance of the Study 9
Definition of Terms 11
2 REVIEW OF RELATED LITERATURE
The Great Demand for Telehealth and Telemedicine 13

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Telehealth: Defining the 21st Century Care 15
The Various Types of Telehealth Services 16
The Primary Role of Telemedicine in COVID-19 Pandemic 17
Telemedicine Status in Different Countries 18
The Emergence of Telehealth in the Philippines 20
The Role of Telemedicine in the Philippines 21
Synthesis of the Reviewed Literature 22
Gaps that the Present Study will Bridge 26
3 RESEARCH METHODOLOGY
Research Design 27
Sources of Data 28
Participants of the Study 28
Instrumentation and Validation 29
Data-Gathering Procedure 30
Data Analysis 31
Ethical Consideration 33
4 RESULTS AND DISCUSSION
I. The Experiences of Patients in Using Telemedicine during the 35

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Covid-19 Pandemic
II. Challenges Experienced by the Patient during the Consultation 49
III. Benefit of Telemedicine during the Covid-19 Pandemic 56
5 SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS
Summary 64
Conclusions 65
Recommendations 66
REFERENCES 69
APPENDIX A (Research Instrument)
APPENDIX B (Letter to the Dean of the College of Nursing)
APPENDIX C (Thematic Anaylsis)
APPENDIX D (Interview Transcript)
CURRICULUM VITAE
LIST OF TABLES
Table Page
1 Perception on Telemedicine 35
2 Choosing Telemedicine Service Among Others 39
3 Problems Encountered during the Consultation 49
4 Advantages of Telemedicine during Consultation 56

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LIST OF FIGURES
Figure Page
1 Dorothea Orem’s Model of Self-Care Theory 4
2 Operational Framework 6
3 Colaizzi's Method of Data Analysis 32
CHAPTER 1
THE PROBLEM AND ITS BACKGROUND
Introduction
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The emergence of the Coronavirus disease (COVID-19) in 2020 prompted a
global health crisis, with the World Health Organization declaring it a pandemic
(Mayo Clinic, 2022). The infectious nature of the disease, coupled with a lack of
effective treatments or vaccines at the time, necessitated rapid adaptations in
healthcare delivery. In response, the utilization of telemedicine, a digital health
technology, became paramount in managing and mitigating the impact of the
pandemic.
Governments worldwide implemented containment and mitigation measures,
including surveillance, testing, contact tracing, and strict quarantine. Digitally
advanced countries effectively employed telemedicine to curb the spread of COVID-
19 and ensure early detection for prompt management, as well as the continuous
care of individuals with multiple chronic diseases (Whitelaw et al., 2020; Latifi &
Doarn, 2020).
While telemedicine gained prevalence during this critical period, challenges
persisted in terms of varied solutions and infrastructure quality, hindering optimal
implementation (Omboni et al., 2022). In Southeast Asia, some countries, unlike
the Philippines, had already developed guidelines for telemedicine. Notably, the
Philippines addressed this gap on November 17, 2021, by passing House Bill No.
10245, known as the "eHealth System and Services Act" (Cervantes, 2021). This
bill aimed to institutionalize a comprehensive system providing accessible and

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quality health information and services through information and communications
technology (ICT). Particularly focused on medically underserved areas, the
proposed Act aimed to benefit marginalized populations, aligning processes,
ensuring data availability, and promoting safe and effective service provision of
telemedicine in the country.
This study delves into the lived experiences of patients who embraced
telemedicine during the COVID-19 pandemic. By exploring these experiences, the
research seeks to contribute valuable insights to the ongoing evolution of
telemedicine, especially in the Philippines, where the proposed eHealth Act is
subject to refinement. The narratives shared by participants may be of use for the
refinement of the guidelines and shaping the future landscape of telemedicine use
in the country.
Theoretical Framework
Dorothea Orem's Model of Self-Care, a foundational nursing concept, proves
crucial in understanding how individuals experienced telemedicine during the
COVID-19 pandemic. This theory, rooted in the belief that nursing interventions
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should empower individuals in self-management for life, health, and well-being,
aligns seamlessly with the fundamental principles of telemedicine (Hellqvist, 2021).
The essence of the Self-Care Nursing Theory emphasizes that individuals
naturally possess the desire and capability to care for themselves. Traditionally
applied in rehabilitation and primary care, this theory takes on a transformative role
in the virtual care landscape, acknowledging that individuals actively turn to
telemedicine platforms to address their perceived healthcare needs.
Orem's theory highlights the collaborative role of healthcare professionals in
developing specialized technologies, especially in telemedicine where
communication is adapted to factors like age and health status (King, 2007). The
core assumption of the theory, focusing on individuals' continual interaction with
their environment, extends to the use of digital devices within the telemedicine
framework. Individuals actively contribute to their well-being and potentially the
well-being of others through these proactive engagements.
As the study delves into the experiences of patients using telemedicine
during the pandemic, Orem's Self-Care Theory provides a theoretical foundation. It
underscores the importance of individuals actively participating in their healthcare,
even in the virtual realm. This framework enables an in-depth exploration of how
patients, through digital interactions, address their healthcare needs, making a

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proactive choice to engage in their healthcare journey amid the evolving landscape
of telemedicine.
Figure 1. Dorothea Orem’s Model of Self-Care Theory
Operational Framework
This study employs a phenomenological approach to delve into the lived
experiences of patients who embraced telemedicine as a healthcare alternative
during the Covid-19 pandemic. The research is structured around three key distinct
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research questions. First, the investigation seeks to uncover the comprehensive
range of patient experiences in utilizing telemedicine, exploring facets such as
accessibility, convenience, and overall satisfaction. The second research question
focuses on understanding how these experiences shape patients' perspectives
regarding telemedicine, particularly concerning perceived challenges associated
with this mode of healthcare delivery. Simultaneously, the third question delves
into the influence of patient experiences on their perspectives but with a focus on
the perceived benefits of telemedicine. This multifaceted approach aims to unravel
the intricate interplay between patient encounters, challenges, and benefits within
the realm of telemedicine during a global health crisis. The "Lived Experiences of
Patients that used telemedicine during the COVID-19 pandemic," encapsulates the
diverse array of encounters and perceptions, offering a nuanced understanding of
the patient journey in the context of telehealth services.

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Figure 2. Operational Framework
Statement of the Problem
This research aims to explore the lived experiences of patients who used
telemedicine during the COVID-19 pandemic. Specifically, this research will seek to
answer the following questions:
1. What are the experiences of patients in using telemedicine during the Covid-
19 pandemic?
2. How does these experiences influence the perspective of patients regarding
telemedicine based on its perceived challenges?

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3. How does these experiences influence the perspective of patients regarding
telemedicine based on its perceived benefits?
Assumption of the Study
In conducting this research, the researchers aim to derive meaningful
insights. The study operates under certain assumptions:
1. Participants have gained enhanced knowledge concerning their health and
well-being through telemedicine.
2. Participants did not encounter challenges in utilizing telemedicine.
3. Participants perceive telemedicine as a provider of quality care, and they
express a willingness to recommend its usage to others.
Scope and Delimitations
This research focuses on investigating the lived experiences of individuals
who engaged with telemedicine services amid the COVID-19 pandemic. The study
involves ten (10) participants selected from the areas of Binan and Sta. Rosa,
Laguna, providing a localized perspective on telemedicine utilization. The research
duration spans from April 2023 to May 2023, capturing a specific timeframe during
the ongoing pandemic. Face-to-face interviews were chosen as the primary method
for data collection.

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The individuals included in this study will be patients with prior experience in
utilizing telemedicine services. According to Cresswell (2013), an optimal range for
participants in a qualitative study is between five and twenty-five (5–25). To
maximize efficiency within the specified timeframe, the researchers intend to
involve ten (10) participants in the study.
To ensure a focused participant selection, the researchers employed
Purposive and Snowball Sampling techniques. Purposive Sampling allowed
intentional selection based on predefined criteria relevant to telemedicine
experiences, while Snowball Sampling facilitated participant recruitment through
referrals.
Significance of the Study
In the context of the evolving healthcare landscape influenced by the COVID-
19 pandemic, this study addresses the practical significance of understanding
individuals' direct experiences with telemedicine. The research aims to provide
concrete insights with potential applications in patient care, healthcare practices,
and policy development.
Patients. This study will benefit the patients by acquiring in-depth knowledge
about telemedicine, empowering them to make well-informed decisions regarding
its merits and challenges. Their experiences may help in guiding future telemedicine
services in the country for optimal use.

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Healthcare Professionals. This research will offer insights into patients'
encounters with telehealth services, potentially enhancing the flexibility between
patients and nurses. Armed with crucial knowledge about patients' experiences,
healthcare workers can adapt and improve their healthcare practices, aligning them
with the patients' perspectives. Ultimately, this adjustment has the potential to
optimize the delivery of healthcare services.
Department of Health. This knowledge equips the Department of Health
with data-driven considerations to refine and optimize the integration of telehealth
services within the broader healthcare framework. By aligning policies and practices
with the uncovered experiences, the department stands to enhance the quality and
accessibility of healthcare services, particularly in the context of telemedicine,
contributing to more effective public health initiatives.
Future researchers. Future researchers can utilize this study as a reference,
providing a starting point for further research aimed at improving healthcare on a
macro level. Contributing to the collective knowledge related to Telehealth and
Telemedicine, this research offers an initial understanding of the subject,
encouraging future exploration of related topics for ongoing improvements in
healthcare practices.
Definition of Terms
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The following terms have been defined conceptually and operationally
according to how they are used in this study.
Electronic health or eHealth refers to the use of cost-effective and secure
information communication technology (ICT) for health. Also known as telehealth.
Geographically Isolated and Disadvantaged Areas (GIDAs) refer to
communities with marginalized populations physically and socio-economically
separated from the mainstream society and characterized by: a. Physical factors
such as those isolated due to distance, weather conditions, and transportation
difficulties; and b. Socio-economic factors such as high poverty incidence, presence
of vulnerable sectors, and communities
in or recovering from situations of crisis or armed conflict (“Philippine eHealth
Systems and Services Act,” 2021).
Information and Communications Technology (ICT) refers to the
following:
1. Compressed digital interactive video, audio, or data transmission;
2. Real-time synchronous video or web-conferencing communications;
3. Secure web-based communication;
4. Still image capture or asynchronous store and forward; and

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5. Modern smart medical device are used for diagnosis and health care services
(“Philippine eHealth Systems and Services Act,” 2021).
Telehealth is the use of medical information exchanged from one site to
another via information and communication technologies (ICT) to improve the
patient’s health status. It encompasses preventive, promotive, curative, and
palliative aspects.
Telemedicine is the technology used to transmit electronic medical data
about clients to individuals at distant locations. It focuses more on the
curative/treatment aspect. Telehealth is often used interchangeably
with telemedicine, with telemedicine often being associated with direct client clinical
services, whereas telehealth has a broader definition of remote healthcare services
(Institute of Medicine, 2012, p. 134).
CHAPTER 2
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REVIEW OF RELATED LITERATURE
This chapter presents the related literature to support and validate the
findings of this study. To give a detailed discussion of the subject, the researchers
anchored this comprehensive analysis to several ideas and perspectives. This study
will include literature and other studies. This section also included a synthesis of the
reviewed related literature as well as a description of the gaps to be bridged by the
study.
The Great Demand for Telehealth and Telemedicine
With over 250 million cases globally and infections still continually rising in
most countries (Abraham & Biswas, 2020), COVID-19 has threatened human lives,
disrupted livelihoods, created societal and economic disorder of unparalleled
magnitude, and putting the global health care sector to a crisis. (Rasul, et al.,
2021)
Firstly, healthcare workers continually experienced higher workload,
psychological distress, shortage of personal protective equipment (PPE), lack of
incentives, and exclusion (Razu et al., 2021). Whereas, frontline workers globally
are shouldering the burden of treating the global pandemic while continuously
providing essential health services. (Braimoh et al., 2021).

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In order to mitigate further burden to the different affected sectors: social
distancing was implemented (Pearce, 2020). ‘Social Distancing’ in application to
COVID-19 is defined as "remaining out of congregate settings, avoiding mass
gatherings, and maintaining distance (approximately 6 feet or 2 meters) from
others when possible." (CDC, 2020). However, Smith et al, (2020) emphasized
that continuance of care for those people without COVID-19 but suffering from
diseases should still be provided with care without the risk of exposure to hospital
congestion or hospital waiting rooms.
In relation to the aforementioned studies, Chuo, et al. (2020) emphasized
that as a response to the implementation of ‘Social Distancing’ the health-care
system was led to adapt in the time of crisis, especially as it faces the COVID-19
pandemic. To avoid the catastrophic consequences of "doing business as usual,"
the health care system has shifted toward providing care through telehealth
platforms, specifically telemedicine, making telehealth a leading modality of health
care delivery.
Exploring this case, Thomas et, al. (2020) claims that telemedicine offers
clients convenient access to consultations without the risk of exposure to the virus,
significantly decreasing person-to-person contact. Notably, telehealth avoids new
hospital visits that can potentially free up hospital beds and equipment for patients
who needs them most. (Hoffman, 2020) For this reason, telemedicine became the
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most secure interactive system between patients and clinicians amidst the
pandemic. (Galiero, et al. 2020)
Telehealth: Defining the 21st Century Care
Telehealth is defined as the usage of medical information exchanged from
one site to another through electronic and digital means such as computers and
mobile devices with the goal of improving patients’ health (MFMER, 2022). It
allows individuals and healthcare providers to communicate effectively about
health-related topics when in-person care is not possible or necessary. (Tuckson et
al., 2017)
For the past years, the consistent usage of Telehealth has been consistently
regarded as a safe quality care modality and a convenient option for both patients
and clinicians. Moreover, it also increases the accessibility of rural communities,
vulnerable patient populations, and patients unable to secure in-person care for
safe, effective, and appropriate care when and where they require it (ATA, 2022).
Additionally, the goals of Telehealth encompass the following: accessible
health care, readily available health services, alternative consultation modality,
easier access to medical specialists, improved communication and coordination of
care, and support for self-management of health care (Persaud et al, 2017).
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The Various Types of Telehealth Services
To elaborate on the concept of Telehealth further, MFMER (2022) highlights
four main categories of Telehealth in the current medical industry. The benefits of
each category may vary depending on the scope of the patient’s health needs.
Live Videoconferencing (Telemedicine) is the most notable type of
technology-based healthcare service in telehealth, it is also known as Online
Consultation or Telemedicine. It involves a live, two-way video-based based
conference between the client and medical practitioner in real-time, or live. It is
typically done via interactive software such as Zoom and Google Meet housed in
hardware such as desktop computers, laptops, tablets, and smartphones.
The process of Telemedicine according to Saini and Jaiya (2022), starts with:
Firstly, the pre-consultation phase wherein the client will book a schedule with the
physician. Secondly, the consultation phase where the client and physician will have
a discourse about the health concern. Lastly, the sendoff phase wherein the
physician will provide an e-prescription or a follow-up schedule sent to the client.
In contrast with the aforementioned, the second category is Mobile Health
(mHealth). It is defined as the involvement of hardware devices such as
smartphones, tablets, smart wearables like iWatch, and other technologies to
monitor a variety of factors such as pulse rate, heart rate, and vital signs. Mobile
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Applications can be suggested by the physician to help clients manage health
conditions (Telehealth Org., 2020).
Similar to Mobile Health, the third category: Remote Patient Monitoring
(RPM) also allows healthcare providers to record and monitor patients’ health from
a distance. It uses web-based or mobile applications, wearable devices, and home
monitoring devices for uploading health-related information. (Chiron Health, 2022)
Different from all categories, Asynchronous Telehealth (Store-and-Forward
Telemedicine) involves a cloud-based platform that allows the clients’ data to be
collected and stored securely and later retrieved by professionals for analysis. This
type of telehealth is beneficial in rural settings where accessibility to specialists is
limited. Furthermore, it allows health providers in the area to electronically send
clients’ data to other geographic areas for consultation and analysis. (HIPAA, 2022)
The Primary Role of Telemedicine in the COVID-19 Pandemic
The rise of Telemedicine expanded as one of the management responses to
the COVID-19 crisis (Bahl et al. 2020). Due to the increased vulnerability and risk
of exposure to the virus, telemedicine has been applied more broadly across the
healthcare industry. Its use facilitates early patient access to health and social
services (Tahan, 2020). Moreover, video conferencing and similar systems were
also utilized to provide health care programs for people who are hospitalized and in
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quarantine to reduce the risk of spread and exposure to others and employees.
(Smith et al. 2020)
Additionally, physicians under quarantine utilized telemedicine to employ
their services remotely (Hollander and Carr, 2020). This addresses the challenge of
the lack of workforce, enabling physicians, although infected, to resume their duties
through telemedicine (Shaw, et al. 2020). A further point, Tahan (2020) also
mentioned that telemedicine enabled other healthcare providers such as nurse
practitioners, clinical psychologists, and licensed clinical social workers to be
reimbursed for services in providing healthcare to their patients via telemedicine.
Telemedicine Status in Different Countries
The aforementioned related literature emphasizes that the pandemic
challenged health care systems across the globe. However, despite various
attempts to reform the health care system in the Middle East, its progress has been
slow. Factors including cultural, financial, technological, legal, and regulatory
challenges were found to prevent telemedicine from being fully utilized. Moreover,
patients' and doctors’ resistance to the usage of telemedicine is rooted in its low-
quality system implementation, lack of infrastructure, funding, and lack of
information technology training. (Hosam, 2020)
In comparison, the prolonged COVID-19 outbreak the Ministry of Health and
Welfare in South Korea agreed that teleconsultation is a helpful modality in avoiding

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hospital visits that can lead to transmission of the virus. Despite this, unprepared
telemedicine implementation can cause detrimental effects such as confusion for
the medical staff and patients therefore it is not a permanent modality for
consultation, only temporary. (Kim, 2021).
Similarly, Price (2020) emphasized that telemedicine has proven to be an
extremely effective and necessary tool in the fight against COVID-19. It's likely to
remain but there is still room for improvement just as there is room for health care
providers to adapt to changing technology.
Even more so, the surge in usage and demand of Telemedicine in countries
like the USA (Hyder, 2020), the UK (Browne, 2020), and China (Cui, et al., 2020)
and countries in Latin America (Pierce, et al. 2021), by contrast, a technologically
advance country like Japan experience little usage of Telemedicine. An average of
2,400 initial online doctor appointments were conducted per month accounting for
less than 0.1% of the total doctor appointments in the country (Seki, 2021).
Moreover, Noto (2021) emphasized that the Japanese Medical Association
had shown skepticism and reluctance toward telemedicine, concerned that doctors
might be sued for misdiagnosis or footage of appointments could be leaked by
patients. Therefore, online consultation has struggled to increase.
The Emergence of Telehealth in the Philippines

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Telehealth and telemedicine are not new concepts in the Philippines. The
National eHealth Systems and Services Act (HB 10245), which delivers health
services through cost-effective, secure information, and communications technology
(ICT), was approved by the Philippine House Committee on Health. This approved
measure now specifies that Republic 10532 or the “Philippine National Health
Research System Act of 2013” shall ensure the development of new eHealth
solutions, services, and innovations.
The aforementioned law brought about the pioneers of telemedicine locally,
which includes KonsultaMD, a 24/7 health hotline service manned by skilled and
licensed Filipino doctors, and AIDE, a mobile app marketplace that connects
patients with doctors that were both established in 2015. Like in other countries,
the adaption of telemedicine in the Philippines was sluggish, hampered by
consumers' unwillingness to try this modality for medical consultations and
clinicians' general reluctance to change their current practices and learn a new way
of providing medical care (Lugtu, 2021).
Despite this reluctance, the genesis of the COVID-19 pandemic forced the
Philippine Health Care System to adapt to the challenges. In the words of Portia
Marcelo, a project leader of the National Telehealth System, ‘Telehealth was really
born out of the need for access to better care because of the geographic and social
challenges.’ (SIHI, 2020).

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The Role of Telemedicine in the Philippines
In addition to the aforementioned literature and studies, the Department of
Health (DOH) and the National Privacy Commission (NPC) released a framework for
telemedicine services to improve access to health services during the Enhanced
Community Quarantine amidst the pandemic. In the joint memorandum,
Telemedicine services were strengthened and offered for free, this allows physicians
to give medical consultations over the phone, chat, short messaging services
(SMS), and other audio-visual-conferencing platforms. To enhance it further,
medical practitioners are allowed to issue electronic case reports and prescriptions
(DOH, 2020).
With the vast array of services provided through online platforms due to the
many Filipinos diligently following health protocols, telehealth has stepped up in
expanding its services (Plantado, et al. 2020). In addition, this led to the rise of
Telemedicine in the country. Most of the online medical consultation services
provide 24/7 access to their users and/or subscribers, some require a certain
application to be downloaded on the user’s mobile phone or computer and provide
either monetary registration or free service. (Publico, 2022)
Likewise, another mode of availing telemedicine was through the DOH
COVID-19 hotline and via the website or downloadable mobile applications such as
SeeYouDoc, CloudPx, HealthnowPH, TelAventusMD, MedCheck, Telimed by

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Medgate, KonsultaMD, CareSpan, BizBox, and TsekApp to name a few. (DOH,
2020).
A further point, a surge of teleconsultations came after the country’s health
department allowed access to Telemedicine in lieu of the COVID-19 outbreak.
Telemedicine provider Medgate reported 170% increase in teleconsultation in
Philippines in 2020 and an 80% resolution rate. This service resulted in easing
hospital occupancy and preventing the spread of the outbreak (Gunasegaran,
2021).
Telemedicine is practically the future of the Philippines' healthcare industry,
and the Philippines government will need to regard it as a crucial component of
universal health coverage (Hani, et al., 2021). Additionally, the Philippines has a
low doctor-to-patient ratio (Balinbin, 2021). Using technology like telemedicine to
deliver healthcare is critical to improving the country's healthcare system.
Synthesis of the Reviewed Literature
Telehealth was defined as electronic and digital means to exchange medical
information from one site to another. It is a safe and secure digital environment
where effective communication about health-related topics is discussed via video
conference and remote monitoring tools. It provides access to health care,
especially to rural communities and vulnerable patient populations. (MFMER, 2022;
Tuckson, et al., 2017; Saini & Jaiya (2020); ATA, 2022; Persaud, et al. 2017)
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In addition to the aforementioned, MFMER, (2022); Telehealth Org., (2020);
Chiron Health, (2022); and HIPAA, (2022); defined the various types of Telehealth
services available in the medical industry. They all agreed that Live
Videoconferencing or Telemedicine is the most notable, especially during the time
of the pandemic.
With the continuous rise of COVID-19 infections around the globe various
detrimental effects have been observed. It disrupted the socio-economic order,
and day-to-day living, and put the global healthcare sector in a crisis. (Rasul, et al,
2021; Razu, et al. 2021; Braimoh, et al. 2021)
Furthermore, social distancing was implemented to break the exponential
curve, banning mass gatherings and promoting distancing. However, people with
illnesses other than COVID-19 still require medical attention. Due to this reason,
Telemedicine has become the most secure interactive system for patients and
clinicians. (CDC, 2020; Smith, et al. 2020; Galiero, et al. 2020)
The claim above was supported by the study of Chuo, et al. (2020). They
emphasized the shift of treatment from the standard through a new modality, can
leads to the prevention of severe consequences. Moreover, Thomas, et al. (2020),
also emphasized that Telemedicine not only guarantees safety but also provides
convenient access to health care.

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Likewise, Bahl, et al. (2022) agreed that Telemedicine is one of the
management approaches to the COVID-19 crisis. This was supported by Tahan
(2022); Smith, et al. (2020); and Hollander & Carr, (2020) by mentioning that it
facilitates early patient access to health and services and reduces exposure to
COVID-19. It also re-employs physicians and other medical workers infected by
COVID-19 to resume their duties via digital means.
Though telemedicine had been considerably regarded as helpful by most
nations, in contrast, each country had their way of handling the COVID-19
pandemic, various countries had implemented Telemedicine. Additionally, the USA,
UK, China, and countries in Latin America have shown a significant surge in its
usage. (Hyder, 2020; Browne, 2020; Cui, et al., 2020; Pierce, et al., 2021)
An exception in regions like the Middle East, the progress of Telemedicine
has been slow and doctors and patients alike shown resistance to its usage (Hosam,
2020). Likewise in Japan, the use of Telemedicine consists of less than 0.1% of the
total medical appointments, thereby Noto (2021) emphasized that usage of
telemedicine struggled to increase in Japan.
Similarly, Kim (2021) emphasized that Korea utilizes telemedicine but it
would not be the basis of treatment permanently, only temporarily. There is still
room for improvement in Telemedicine according to a study by Price (2020).

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According to Lugtu (2021), Telehealth was established in the Philippines as
early as 2015. It is not a new concept; however, it is unpopular or not well known.
In contrast, the study of SIHI (2020) highlights the shift of the modality of
consultation from traditional to digital via telemedicine as a response to the
challenge of the COVID-19 pandemic.
To support the claim above, the Department of Health and the National
Privacy Commission released a framework for telemedicine services to be
implemented and strengthened during the Enhanced Community Quarantine (DOH,
2020). This was supported by the study of Plantado, et al. (2021), who mentioned
that telemedicine services were offered for free and conducted 24/7. This is due to
the compliance of R.A 11223 to provide equitable access to quality and affordable
health care and services.
Moreover, DOH (2020) and Publico (2022) emphasized the use of
applications to fully utilize Telemedicine services in the Philippines that promote
accessibility to telemedicine. In relation, Gunasegaran (2021) reported that there
was a 170% increase in the usage of Telemedicine in the Philippines in 2020. This
was supported by Hani, et al. (2021), by mentioning that almost 70,000 virtual
services had been provided during the COVID-19 outbreak.
Gaps that the Present Study Will Bridge

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Whilst various published related literature discussed about definition, usage,
and need for telemedicine, a knowledge gap persists for understanding the
experiences of patients related to the use of telemedicine.
This study will be comparable with the related studies. The aforementioned
related literature and article focuses on telemedicine at a macro level: it discusses
concepts related to telemedicine and its application to the community and the
country. This study will explore the same concepts of telemedicine however, this
study will focus on the micro level: the participants and their experiences.
CHAPTER 3
RESEARCH METHODOLOGY
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This chapter discusses the research design, the selection of the participants
as well as the data-gathering procedures, the treatment and analysis of data, and
ethical considerations.
Research Design
For the purpose of understanding the participants’ lived experiences,
researchers in this research study employed a qualitative research method,
specifically, phenomenological research design since the result of the study will
explore the lived experiences of patients who used telemedicine during the COVID-
19 pandemic. Phenomenological research is an approach to qualitative research
that aims to comprehend and articulate the fundamental essence of a phenomenon
in a universal manner. This technique examines the daily encounters of individuals
while refraining from the researchers' preexisting views regarding the phenomenon.
Phenomenological research aims to explore the subjective experiences of
individuals in order to obtain a more profound understanding of their interpretations
and comprehension of events. This methodology is widely employed for the
examination of lived experiences, facilitating a more profound comprehension of
human cognition, and enhancing a researcher's grasp of a particular event. The
phenomenological research design necessitates the researcher to suspend any
preconceived assumptions they may hold regarding the experience or phenomena
(Ho, 2022).
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Sources of Data
Most of the data will be collected by conducting numerous in-depth face-to-
face interviews with people who have used telemedicine during the COVID-19
pandemic at the age of 18 years old and above and who live in Biñan to Sta. Rosa
City Laguna. Creswell (2007) suggested that for qualitative studies, researchers
interview 5 to 25 people who have all encountered the phenomenon. In order to
provide in-depth background and meaningful answers to the research questions,
the researchers consulted and cited books, journals, publications, and articles
through the process of reviewing related literature.
Participants of the Study
The participants of this study were composed of ten adults, aged 18 years old
and above from Biñan to Sta. Rosa, Laguna who used telemedicine during the
COVID-19 pandemic that is sourced via online screening through social media
applications and the web. According to Cresswell (2007), for a qualitative study five
(5) to twenty-five (25) participants are optimal. In accordance, the total number of
participants expected to participate in the study will be ten (10) in order to reach
data saturation. From this population, the sample that would be involved in the
study should be patients or clients who have had an experience with the use of
telemedicine for medical consultation during the COVID-19 pandemic.

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In selecting the participants for the study, the researchers were guided by
two sampling techniques namely: Purposive Sampling and Snowball Sampling.
Purposive Sampling refers to a collection of non-probability sampling procedures
where participants are chosen because they possess criteria that the study needs,
while Snowball Sampling facilitates participant recruitment through referrals. These
are the methods of selection to find participants who can offer comprehensive and
in-depth information about the phenomena being studied. In order to identify the
study population, the researchers included inclusion criteria in which the
participants should be 18-22 years old, male/female, experienced or have had an
experience with the use of telemedicine during the COVID-19 pandemic, in Biñan or
Sta. Rosa, Laguna.
Instrumentation and Validation
The researchers used semi-structured one-on-one interviews which may be
conducted online or in person. The online interview will be considered through a
Google Meeting. The researchers used open-ended self-made interview guide
questions for the participants which are relevant to complement the primary source
of the data and to explore experiences, views, and opinions on specific areas in the
study. As a method for collecting information relevant to the study. This was used
because interviews offer an in-depth and personal view of the experience of the
patients than other methods.

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Data-Gathering Procedure
The research instrument was validated, and the approved questionnaires
would be the primary tool for data gathering for the questions contained in the
inquiry that would be asked of the participants of the research. The selected
participants will be given a full discourse about the study and will be oriented about
the premise of the research, they will also be asked to sign an informed consent
about the study and set their chosen schedule for the interview. Moreover, the
researchers would also provide a brief yet concise background for the research to
fully inform the participants about the study both verbally and in writing/text.
The use of guide questions was also utilized during the interview. To answer
the first statement of the problem of the study the researchers prepared the
following questions such as: Based on your experience, what are your views on
telemedicine? Why did you choose this telemedicine service among others? Can you
tell me about your experience with telemedicine during the COVID-19 pandemic?,
Based on your experience, what are the struggles you encountered during the
consultation?, During your consultation, what would you consider the advantages of
telemedicine?
Data Analysis
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The researchers used Colaizzi’s Method of Data Analysis. In the initial phase of
familiarization, the researchers immersed themselves in the data by repeatedly
reading the participants’ verbatim transcripts to develop a sense of familiarity.
Subsequently, the focus shifted to Identifying Significant Statements, where the
researchers pinpointed statements directly relevant to the investigated
phenomenon. During the stage of Formulating Meanings, careful consideration of
these significant statements led to the identification of meanings associated with
the phenomenon, accompanied by the crucial step of ‘bracketing’ to suspend any
preconceived notions and align closely with the participants’ experiences. It’s
important to note that, according to Colaizzi, achieving complete bracketing is
acknowledged as an unattainable goal.
Moving on to Clustering Themes, the researchers grouped the identified
meanings into common themes across all accounts, maintaining the application of
bracketing to prevent potential bias. This was followed by Developing an Exhaustive
Description, where all themes generated in the clustering phase were incorporated
into a comprehensive portrayal of the phenomenon. The next step, Fundamental
Structure, involved condensing the exhaustive description into a concise, dense
statement encapsulating the essential aspects of the phenomenon’s structure.
The final stage, Seeking Verification of the Fundamental Structure, entailed
presenting the fundamental structure statements to all participants to confirm if it

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accurately reflected their experiences, aiming for congruence with their lived
reality. Importantly, the researchers adjusted earlier analysis steps based on the
feedback received from participants during this verification process.
Familiarization
Seeking
Identifying
Verification of the
Significant
Fundamental
Statements
Structure
Producing the
Formulating
Fundamental
Meanings
Structure
Developing
Exhaustive Clustering Themes
Description
Figure 3. Colaizzi’s Method of Data Analysis
Ethical Consideration
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Throughout the study, the researchers conscientiously adhered to ethical
considerations, with a particular focus on safeguarding the confidentiality of the
participants. Prior to the interviews, participants were sought for permission to
partake in the study, and their informed consent was obtained. Additionally, oral
consent was verbally secured from each participant before commencing the
interview, serving as tangible proof of their voluntary involvement in the research.
To uphold participant anonymity, every individual involved was assured that
their names would not be disclosed in the study's findings. The researchers
prioritized the well-being of the research participants, ensuring that they were not
exposed to any harm during the interview process. Throughout the interviews, the
dignity of the research participants was upheld, underscoring the researchers'
commitment to ethical conduct. Consequently, the confidentiality of the data
collected from the participants during the interviews was meticulously safeguarded.
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CHAPTER 4
RESULTS AND DISCUSSION
This chapter presents how the researchers completed the process of
bracketing, horizontalization, theme clustering, writing the overall essence, and
verification of the lived experiences of the participants who had used telemedicine
during the COVID-19 Pandemic.
Theme clustering was utilized after horizontalization by analyzing, outlining,
and grouping significant statements into meaningful units to sub-themes. The
researchers were able to derive four themes that contribute to answering the
questions of the study namely: What are the experiences of patients in using
telemedicine during the Covid-19 pandemic?; How do these experiences influence
the perspective of patients regarding telemedicine based on its perceived
challenges?; How does these experiences influence the perspective of patients
regarding telemedicine based on its perceived benefits?

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The following tables presented the groupings of clustered themes and sub-
themes based on the significant statements and their relative ideas.
I. The Experiences of Patients in Using Telemedicine during the Covid-19
Pandemic
Theme 1: Perception on Telemedicine
Sub-themes: Positive Experience, Usefulness in Consultation
SUB-THEMES THEME
Positive Experience Perception on Telemedicine
Useful for Consultation
Table 1. Perception of Telemedicine
The first overarching theme is the Perception of Telemedicine, which includes
the subthemes of Positive Experience and Useful for Consultation. Most of the
participants who had utilized telemedicine during the COVID-19 pandemic had
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positive perceptions regarding telemedicine. By sharing their feedback, they
conveyed the efficiency with which their healthcare providers, utilizing telemedicine,
promptly and effortlessly attended to their health-related issues. They received
comprehensive information that facilitated clear and effective communication
between patients and doctors, contributing to the patient's recovery from the
disease and fostering overall well-being.
Sub-theme 1.1: Positive Experience
Participant 1 verbalized, “My views regarding Telemedicine have been
positive experience.”
Moreover, Participant 8 elaborated on how Telemedicine proves highly
advantageous as it obviates the necessity for physical presence outside the
residence, offering a streamlined and user-friendly interface. Through a
straightforward process involving minimal interactions, users can efficiently respond
to inquiries posed by their healthcare providers regarding their specific medical
concerns.
This technological modality thereby optimizes healthcare accessibility while
ensuring convenience and ease of use, contributing to an enhanced patient
experience, “Napakalaking tulong sakin ng telemedicine kase nga di na ko
kailangan lumabas pa ng bahay tapos napakadali nya lang gamitin, click click ka
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lang and then, sagutan mo lang yung mga tanong sayo ng doctor mo kung ano
yung masakit sayo.”
Furthermore, Participant 10 also explicates that Telemedicine stands out as a
time-saving, exhibiting exceptional utility and user-friendliness. This modality,
characterized by its efficiency, not only mitigates the temporal constraints
associated with traditional healthcare approaches but also offers a seamless and
accessible platform for medical interactions. The streamlined nature of
telemedicine not only expedites the healthcare process but also contributes to a
more convenient and user-centric experience, “Mas nakaka save ako ng time, super
helpful at napakadali nya lang gamitin.”
Our study revealed highly positive participant experiences with Telemedicine,
particularly in terms of its effectiveness in knowledge acquisition. These favorable
outcomes resonate with findings from other studies, including Dario et al. (2016),
where participants expressed high satisfaction with telemedicine services. Patients
in that study reported extreme contentment with the management of their health
concerns, highlighting the success of telemedicine consultations. This suggests that
telemedicine was perceived as a valuable tool enhancing current healthcare and
enabling better monitoring of health conditions by healthcare providers.
Consistent positive results were also observed in studies conducted by
Wenshuo et al. (2021) and Park et al. (2021). Despite varying patient attitudes
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toward telemedicine, an overall positive outlook prevailed, emphasizing its
convenience, interactivity, and reliability.
Sub-theme 1.2: Useful for Consultation
Elaborating on its usefulness in consultation, the participants, through their
feedback, conveyed the swift and effortless manner in which their healthcare
provider attended to their health concerns via telemedicine. They received
comprehensive information, fostering clear communication between patients and
doctors. This, in turn, contributed to the patient's recovery from the disease
process and played a role in promoting overall well-being.
Participant 5 elaborated on how Telemedicine removes the need to go the
hospital because of the protocols during the COVID-19 pandemic. “Para sakin yun
pandemic ano yun telemedicine malaki tulong talaga sya para sakin especially
madami protocols na bawal lumabas sa mga establishment so ayun ang
telemedicine during pandemic is helpful at accessible sa lahat.”
Similarly, Patient 9 also verbalized how telemedicine proved to be beneficial
by offering avenues for doctor-patient interaction, resulting in time and resource
savings for regular consultations. “Telemedicine has been very helpful in providing
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a platform for doctor-patient interaction, saving time and resources to conduct
regular consultations, especially during peak Covid-19 pandemic.” Which shares the
same sentiment as Participant 10, ““Malaking tulong sya actually nun pandemic lalo
na bawal lumabas kase mataas yun cases ng covid. Gamit na gamit sya nun
pandemic dahil no choice tayo kundi magpa online consultation.”
This outcome finds support in various studies. Aashima et al. (2021) reported
similarly satisfactory results in addressing patients' concerns and questions through
telemedicine. Zhu et al. (2020) highlighted that most doctors effectively addressed
patients' concerns, with patients noting effective communication with providers and
the added benefits of avoiding COVID-19 exposure. Moreover, Tenforde et al.
(2020) identified telemedicine as well-suited for follow-up consultations, providing
synchronous or asynchronous communication options. This versatility contributes to
clearer discourse between patients and providers regarding their health concerns.
Collectively, during the COVID-19 pandemic, telemedicine emerges as a viable and
positive tool for health consultations with healthcare professionals.
Theme 2: Choosing Telemedicine Services Among Others
Sub-themes: Wellbeing, Conveniennce, Accessibility
SUB-THEMES THEME
Wellbeing Choosing Telemedicine Service

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Among Others
Convenience
Accessibility
Table 2. Choosing Telemedicine Service Among Others
The second overarching theme is choosing telemedicine service among
others, which includes the subthemes of safety, convenience, and accessibility. The
second main theme revolves around the preference for telemedicine services over
other options, highlighting subthemes of safety, convenience, and accessibility.
Wellbeing is a crucial consideration, especially during the ongoing pandemic, as
telemedicine allows individuals to receive healthcare without exposing themselves
to potential risks associated with in-person visits. Convenience plays a pivotal role,
offering users the flexibility to engage in medical consultations from the comfort of
their homes, eliminating the need for travel and waiting times. Additionally,
accessibility ensures that individuals, regardless of location or mobility constraints,
can easily connect with healthcare providers, promoting inclusivity in healthcare
delivery.
Sub-theme 2.1: Wellbeing

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The spread of COVID-19 infection has a direct impact on wellbeing,
intertwining with the theme of choosing telemedicine services. As the virus spreads,
individuals face heightened health risks when venturing into crowded places,
including healthcare facilities. The fear of exposure to the virus during in-person
medical visits becomes a significant concern, influencing the decision to opt for
telemedicine. This choice aligns with the overarching theme of prioritizing safety.
By utilizing telemedicine services, individuals can protect their wellbeing by
minimizing the risk of infection while still accessing necessary healthcare resources.
This connection underscores the interplay between the spread of COVID-19 and the
considerations that drive the adoption of telemedicine for the preservation of
individual well-being.
Participant 1 elaborated that out of fear of contracting COVID-19, she opted
to use Telemedicine for her wellbeing. “I had like a sting from an “alupihan” or a
centipede. So, it was really an onset pain and I really felt like I needed to go to an
emergency hospital but I chose not to because like I said, out of fear of the COVID-
19 pandemic, so I stayed at home.”
Participant 2 verbalized that using telemedicine prevents the spread of the
virus from patient to patient. “Para sakin yun advantages nya is during pandemic is
to prevent yun pag spread ng virus sa patient
tapos kung malayo yun patient and yun doctor makakapg consult padin”
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Participant 6 relatively have the same sentiments, “...And then yun naman
talaga ang purpose ng telemedicine during that time is not to spread yung covid
19.”
The Philippine government implemented the "enhanced community
quarantine" (ECQ), imposing restrictions on travel and community activities. Large
gatherings, including hospital services, were prohibited to curb the spread of
COVID-19 (Amit et al., 2021). In response, the Department of Health (DOH)
introduced telemedicine as an alternative to face-to-face consultations, aiming to
alleviate patient saturation in hospitals.
Former Health Secretary Francisco T. Duque III highlighted the DOH's
emphasis on technology, enabling the public to connect with medical professionals
for advice without leaving their homes. This initiative, available even to healthcare
workers, aimed to reduce hospital congestion and mitigate the virus's spread,
aligning with quarantine restrictions (DOH, 2020; CDC, 2022).
Many patients expressed apprehension about visiting hospitals due to the
fear of contracting the disease. Concerns for safety prompted them to choose
telemedicine to avoid potential exposure and protect their families. Additionally,
patients worried about potential misdiagnosis in hospitals sensitive to respiratory
illness symptoms, triggering COVID-19 surveillance protocols. Using telemedicine

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provided a way for patients to seek professional opinions, gain insights into their
health concerns, and mitigate the risk of COVID-19 transmission.
Sub-theme 2.2: Convenience
This sub-theme delves into the convenience reported by patients through
their utilization of telemedicine. According to the study by Walczak et al. (2022),
telemedicine leverages the internet and related technologies, amalgamating
affordability, easy access to health information, and communication, contributing to
the overall convenience experienced by patients. Patient transcripts consistently
highlighted the efficiency and comfort related to travel in most interviews. They
emphasized the opportunity to rest and make the most of time saved by eliminating
the need for travel in their telemedicine consultations. Additionally, patients noted
substantial savings in travel costs as a further advantage of this convenient
healthcare approach.
The following participants share the same sentiments regarding the
convenience of telemedicine. Participant 2 verbalized, “I would say na it’s more
convenient nung ginamit ko siya that time since I didn’t have to leave the house
and go to a hospital.”, moreover Participant 3 mentioned that, ““For me, yun
telemedicine is ano malaking tulong sya para dun sa mga patients during
pandemic.”
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Participant 4 mentioned that, ““Maganda sya kase hindi kana ah.. tatawag ka
nalang hindi kana lalabas ng bahay at bawal din naman lumabas nun mga araw na
iyon at pahirapan makapunta sa hospital.” While Participant 5, “For me
napakaconvenient nya since hindi mo na kailangan lumabas ng bahay and di mo na
din kailangan pumila ng napakahaba, tapos di mo na din kailangan gumastos ng
pamasahe papuntang hospital. Tapos napaka accessible niya pa since kailangan mo
lang is cellphone and internet para makapag appointment sa doctor mo and kahit
nasan ka man pwedemong makausap yung doctor mo and consult about your
health.”
Participants 4 and 5 emphasized the convenience of telemedicine by
highlighting the fact that there is no need to leave the house. This observation
underscores the ease with which individuals can access healthcare services from
the comfort of their own homes, eliminating the necessity for physical travel to a
medical facility. By not having to leave the house, participants like Participant 4 can
enjoy the added convenience of receiving medical attention without the associated
challenges of commuting, such as travel time, transportation costs, and potential
exposure to external factors. This aspect of telemedicine aligns with the broader
theme of convenience, emphasizing its role in simplifying and improving the overall
healthcare experience for participants.

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These findings were supported by the study of Sardar (2022) aligned with
our findings, indicating that telemedicine consultations eliminate inconvenient
waiting times in clinics and the time spent traveling to medical facilities. This
improvement in efficiency not only enhances the quality of life for patients but also
reduces the necessity for travel, echoing the overarching sentiment that
"telemedicine saves time, money, and energy" as highlighted in Dam et al.'s
(2022). Notably, participants expressed a preference for the option of staying at
home in their familiar setting.
Furthermore, participants emphasized the positive impact of not having to
travel, particularly for those who did not reside near the nearest health service. The
saved time afforded them the opportunity to engage in other activities. This time
efficiency aspect was consistently noted by several participants, echoing the
sentiments shared in Jitender et al. (2022) study. In that study, patients found
telemedicine not only helpful for time savings but also for protecting them from
infections, providing basic primary care close to home during the pandemic. These
consistent findings underscore the broader theme of time efficiency as a significant
benefit of telemedicine, aligning with various research perspectives.
Sub-theme 2.3: Accessibility
This theme elucidated clients' seamless utilization of telemedicine without
encountering challenges. As described by DeFranco and Metro (2022), telemedicine

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is the provision of medical care over the internet, synonymous with "healing at a
distance." Accordingly, a majority of the interviewed patients confirmed that with
the widespread availability of technology, they now have the convenience of
accessing healthcare from the comfort of their homes. This, in turn, facilitates easy
access to medical consultations. The use of telemedicine provides patients with
advantages such as convenient and hassle-free consultations.
Participant 7 expressed that telemedicine is easy to access, “Madali lang po
maaccess ang telemedicine”
Participant 8 highlighted the convenience of telemedicine, emphasizing that
one no longer needs to leave the house, endure long queues, or incur travel
expenses to reach the hospital. “For me napakaconvenient nya since hindi mo na
kailangan lumabas ng bahay and di mo na din kailangan pumila ng napakahaba,
tapos di mo na din kailangan gumastos ng pamasahe papuntang hospital. Tapos
napaka accessible niya pa since kailangan mo lang is cellphone and internet para
makapag appointment sa doctor mo and kahit nasan ka man pwedemong
makausap yung doctor mo and consult about your health.”
The accessibility of telemedicine was emphasized by Participant 8, who noted
that all that's required is a cellphone and internet connection to schedule
appointments and consult with a doctor from anywhere., “Since madali syang
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gamitin and super accessible sila kase 24/7, pwede kang magconsult sa kanila and
then pwede ka din magpadeliver ng mga medicines.”
Additionally, Participant 8 explained that telemedicine is user-friendly and
highly accessible, available 24/7 for consultations and even offering the
convenience of medicine delivery. Participant 10 echoed the sentiment, noting that
telemedicine eliminates the need for travel, allowing individuals to wait for their
doctor in the comfort of their homes through a Zoom link. “Hindi mo na need mag
travel ng ilang minutes or hours para lang makapunta ka ng hospital unlike pag
nasa bahay ka chill kalang hihintayin mo nalang yun doctor mo pumasok sa zoom
link na binigay sayo.”
Participant 9 shared their experience, describing the straightforward process
of scheduling consultations through telemedicine. Although setting up a third-party
software was required, the overall procedure, including confirmation and payment
validation, took only a few minutes., “I only did schedule for a consultation twice at
the time. Creating an account and filling in details such as
payment method were fairly straightforward. Scheduling for a consultation and all
the following bits and pieces only took a matter of a few minutes. though I needed
to set up a third-party software to use as a platform for the on-call consultation.
Schedule confirmation and payment validation through the doctor-secretary were
also necessary prior to the doctor-patient meet.“

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Furthermore, Participant 8 stressed the accessibility of telemedicine anytime
and anywhere, emphasizing its advantages in terms of convenience and safety. “For
me, yung advantage ng telemedicine talaga is yung convenience and safety
since ...tapos accessible pa sya anytime and anywhere you are.”
Similarly, Participant 10 highlighted the universal accessibility of telemedicine
across various gadgets, as long as there is a Wi-Fi connection. “...very accesible sya
sa lahat ng gadgets basta may wifi ka.”
These collective accounts highlight the consensus among participants
regarding the user-friendly nature and extensive accessibility associated with
telemedicine. This echo similar findings in the study of Ng and Park (2021), which
emphasized the immediate availability of doctors through digital means and the
broader access to medical services facilitated by technological advancements,
including the use of various applications and social media in e-health strategies
during the pandemic.
In our study, participants emphasized the role of telemedicine in providing
accessibility during follow-up consultations, allowing for the addressal of patients'
inquiries at different stages. The establishment of virtual connections through
telemedicine notably enhanced the accessibility of the follow-up process,
particularly when patients faced medical situations prompting questions about their
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health. This heightened accessibility proved critical during the pandemic, enabling
doctors to monitor patients and conduct follow-ups effectively.
The findings of Tapodoc and Lasala's (2022) study further support the notion
that telemedicine services were indispensable during the pandemic, especially for
doctors tracking patients and conducting follow-ups. Patients' heightened
confidence in telemedicine for follow-ups stemmed from the ease of contacting
doctors and receiving prompt responses. This consistent reinforcement underscores
the substantial accessibility benefits of telemedicine, aligning seamlessly with our
study's emphasis on clients' positive perceptions of the ease of access to
consultations and follow-up services amid the pandemic.
II. Challenges Experienced by the Patient during the Consultation
Theme 3: Problems Encountered during the Consultation
Sub-themes: Limitations on Physical Examinations or Procedures, Lack of Internet
Connection during the Consultation, and Delayed Response from the Healthcare
Provider,
SUB-THEMES THEME
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Limitations on Physical Examinations Problems Encountered during the
or Procedures Consultation
Lack of Internet Connection during
the Consultation
Delayed Response from the
Healthcare Provider
Table 3. Problems Encountered during the Consultation
The third overarching theme is the struggles encountered during the
consultation, which include the subthemes of Limitations on Physical Examinations
or Procedures, Lack of Internet Connection during the Consultation, and Delayed
Responses from the Healthcare Provider,
A notable number of interviewed patients highlighted a key limitation of
telemedicine: the inadequacy of a comprehensive physical assessment, which holds
significant importance in the medical diagnosis process. The absence of a physical
examination poses a challenge to the fundamental principle of patient care, even in
an online platform.
Sub-theme 3.1: Limitations on Physical Examinations or Procedures

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Participants 2, 5, and 8 voiced shared concerns about the limitations of
physical examinations and procedures in the context of telemedicine.
Participant 2 elucidated the challenges in providing access for the doctor to
assess their sibling effectively, particularly mentioning activities like catching a ball
that the doctor would typically perform. However, due to telemedicine constraints,
the family had to take on this role, creating a situation where the doctor couldn't
fully assess the participant's sibling remotely. The participant expressed, “Actually
yun nga yun need maacess ng neuro yun kapatid ko actually mahirap sya kase yun
mga ano yun mga activities na dapat yun doctor yun nagawa is kame yun nag-
implement sa kapatid ko like yun nag catch ng ball kase yun doctor dapat nagawa
ng mga ganon kase nga para maaccess nga ng maayos so ayun nga kami yun nag
implement so parang hindi maaccess ng doctor yun lagay ng kapatid ko.”
Participant 5 highlighted the absence of a physical assessment during their
telemedicine interaction, underscoring that only their temperature was inquired
about. The participant emphasized the challenge of the healthcare provider not
being able to conduct a more comprehensive examination remotely, stating,
"Tapos, temperature lang tinanong niya sakin nung time na ‘yun kasi obviously ‘di
naman nila ko ma-check."
Furthermore, Participant 8 pointed out the struggle with limited physical
assessment in online consultations, particularly in explaining the extent of pain or

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discomfort. They emphasized the disparity between online and in-person
consultations, where healthcare professionals can directly observe and thoroughly
examine the body, allowing for a more comprehensive assessment. The participant
stated, “Siguro yung struggle lang sa online consultation is yung pag eexplain ng
kung anong masakit sayo, kung gaano kasakit di ba kasi inaano nila yung pain
level, kunware sa sakit ng ipin, tatanungin ka nila unlike pag sa personal makikita
nila through your actions and machecheck up talaga ng masinsinan yung katawan
mo.”
Moreover, Participant 10 echoed concerns about limited physical and
laboratory assessments in telemedicine, citing difficulties in conducting these
assessments at home. The participant stressed the challenge of managing
laboratory tests and assessments remotely, emphasizing the importance of
immediate access to healthcare professionals, especially in urgent situations. They
stated, “Siguro yun laboratories and assessment kase nga nasa bahay lang paano
magagawa yun.”
In summary, these participants collectively point to the challenges posed by
the limitations of physical assessments and procedures in telemedicine, including
difficulties in accessing necessary activities, conducting comprehensive
examinations, and managing laboratory assessments remotely.

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This sentiment is echoed in the research article by Lahat and Shatz (2021),
where patients pointed out the drawbacks of telecare, with the most common
concern being the absence of physical examination. Therefore, patients articulated
concerns about the limitations and constraints associated with physical procedures
when conducted through telemedicine. While telemedicine facilitates remote
consultations, patients recognize challenges related to certain physical aspects of
healthcare interactions, procedures, or examinations that are traditionally
conducted in a face-to-face setting.
Sub-theme 3.2: Lack of Internet Connection during the Consultation
Enumerating the drawbacks of telemedicine, the lack of internet connectivity
emerges as a significant concern. Dow-Fleisner et al. (2022) emphasized that
virtual connections to facilitate healthcare necessitate sufficient broadband access,
a resource that is often constrained or unavailable.
Participants shared various challenges related to internet connectivity during
telemedicine consultations. Participant 3 highlighted instances where healthcare
providers were difficult to contact, with unanswered calls or choppy connections
that hindered effective communication. They mentioned, "Minsan hindi sila ma-
contact, walang sumasagot sa phone nila or minsan naman choppy, hindi mo sila
maintindihan, hindi ka nila maintindihan, ganun connection lang."

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Participant 4 acknowledged that the quality of telemedicine interactions
depends on the individual's signal strength. They stated, "Siguro depende nalang sa
signal mo, pero overall okay naman."
Similarly, Participant 6 attributed the success of telemedicine to internet
quality, stating, "Siguro sa internet, diba nga thru online."
Participant 7 identified slow internet as the primary problem, leading to
potential lags or call disruptions during consultations. They noted, "Ang number 1
problem po is internet po, since mabagal yung internet may possibility po na mag-
lag yung call or mamatay yung call during consultation po."
Participant 9 emphasized the impact of unstable internet on audio quality
during video calls, making it challenging to understand the doctor's instructions.
They expressed, "It was certainly the noise in the audio during the video call that
made the communication process difficult. I was having a hard time understanding
my doctor's instructions and other explanations regarding my case because of her
broken audio... most likely caused by her unstable internet connection."
These accounts collectively underscore the critical role of internet stability in
ensuring effective communication and successful telemedicine consultations.
Sub-theme 3.3: Delayed Response from the Healthcare Provider

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Participants highlighted instances of delayed response from healthcare
providers during telemedicine consultations.
Participant 3 succinctly expressed the impact of a lack of signal on
telemedicine, stating, "Telemedicine is not possible without a signal." This
underscores the essential role of a stable signal in facilitating effective
communication.
Participant 2 elaborated on their experience, noting a delayed response from
the healthcare provider. They shared, "Nung time na pala ‘yun na nagco-
communicate ako sa doctor, medyo matagal lang talaga siya mag-reply. I’m not
sure kung bakit, siguro marami din siyang patients hina-handle? I think it would be
best na meron siyang mga nurses or tumutulong sa kanya para mag-entertain sa
mga patients. Medyo may delayed time lang talaga. Well, in my case anyways."
This account emphasizes the need for healthcare providers to manage their
workload efficiently, possibly with the assistance of support staff, to address delays
in responding to patients.
These experiences collectively highlight the challenges associated with
delayed responses during telemedicine consultations and underscore the
importance of addressing such issues for optimal patient care.
The findings in our study align with those of Turchioe (2022), highlighting
recurring delays in responses from healthcare providers in telemedicine

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consultations. Technical challenges, particularly the essential requirement of a
reliable internet connection, were emphasized by participants for seamless
interactions. Signal issues, contacting difficulties, and choppy connections were
identified as contributors to delays. Participants also acknowledged the impact of
high patient loads on healthcare providers, suggesting the need for additional
support staff. Technical competence issues, including audio quality problems and
broken connections, were noted as further hindrances to effective communication.
Addressing these challenges is imperative for enhancing telemedicine efficiency and
ensuring a positive experience for both providers and patients.
III. Benefit of Telemedicine during the Covid-19 Pandemic
Theme 4: Advantages of Telemedicine during Consultation
Sub-themes: Safety, Cost-Effective, Effective Communication, and Cessation of
Travel Time
SUB-THEMES THEME
Safety Advantages of Telemedicine during
Consultation
Cost Effective
Effective Communication
Cessation of Travel Time

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Table 4. Advantages of Telemedicine during Consultation
The fourth overarching theme is the advantages of telemedicine during the
consultation, which include the subthemes of Safety, Cost-Effective, Effective
Communication, and Cessation of Travel Time.
Sub-theme 4.1: Safety
This sub-theme centrally addressed the concept of COVID-19 infection,
highlighting telemedicine's role in prioritizing security. Clients emphasized their
focus on safety during the pandemic, opting for telemedicine as reflected in their
transcripts. Furthermore, utilizing telemedicine helps prevent the spread of
infections, contributing to a reduction in the number of cases due to this reason,
one of the advantages of telemedicine during the Covid-19 pandemic is for safety.
Participant 1 emphasized the safety of online consultations compared to
physically visiting hospitals and the associated risk of contracting COVID-19. They
articulated, "So, I chose the online platform of seeking healthcare—online rather
than going physically to a hospital or a clinic as an outpatient because of fear of
contracting the COVID-19 virus."
Similarly, Participant 2 chose telemedicine during the peak of the pandemic,
expressing concerns about the high risk of contracting COVID-19 in hospitals. They
stated, "I chose telemedicine service at the time mainly because it was during peak
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Covid-19 pandemic, as visiting hospitals were very risky and unsafe... to avoid
physical contact essentially, that's why."
Participants 1 and 2 both emphasized the safety aspect of telemedicine as a
primary reason for choosing online consultations over physically visiting hospitals
during the COVID-19 pandemic. Participant 1 expressed a clear fear of contracting
the virus, highlighting the perceived safety of seeking healthcare through
telemedicine from the comfort of their home. This aligns with the general sentiment
that telemedicine helps reduce exposure to infectious diseases by eliminating the
need for in-person visits to healthcare facilities.
Similarly, Participant 2's decision to opt for telemedicine during the peak of
the pandemic was driven by concerns about the high risk and perceived unsafety of
hospitals at that time. They specifically mentioned the avoidance of physical contact
as a crucial factor in choosing telemedicine, reinforcing the idea that telehealth
services provide a safer alternative to traditional in-person healthcare visits.
The perspectives shared by Participants 1 and 2, emphasizing the safety
advantages of telemedicine during the COVID-19 pandemic, align with the findings
of Baudier et al. (2021). According to Baudier et al., teleconsultation is considered a
viable tool by medical teams to lower contact and infection rates. The participants'
choice of telemedicine over in-person visits to hospitals resonates with the medical
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community's acknowledgment of telehealth as an effective strategy to sustain
patient care while minimizing the risk of infections.
As Participants 1 and 2 expressed concerns about the high risk and fear of
contracting COVID-19 in hospitals, their decisions to opt for telemedicine reflect a
broader trend observed in healthcare. The implementation of telemedicine, as
highlighted by Baudier et al., becomes a preferred alternative to alleviate patients'
fears, reduce infection rates, and ensure the continuity of patient care. The
alignment between participants' choices and medical team considerations reinforces
the role of telemedicine as a valuable tool for promoting safety, especially in the
context of infectious disease control during a health crisis.
Sub-theme 4.2: Cost Effective
Participant 1 emphasized the convenience of telemedicine, highlighting its
time-saving and cost-effective nature. In expressing their perspective, they stated,
"At the same time, I wanted to save on transportation fees and my time was also
limited since I’m also a nursing student at St. Michael’s." This aligns with the
findings of the study conducted by Walczak and colleagues (2022), which
underscored the role of telemedicine in combining affordability with easy access to
health information and communication through internet-based technologies. The
study emphasized how patients, in various interviews, consistently highlighted the
advantages of telemedicine in terms of travel efficiency and comfort. Many

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participants expressed that they could use the time saved from eliminating travel
for rest, and they appreciated the cost savings associated with not having to incur
transportation expenses for in-person consultations. Thus, the insights from both
Participant 1 and the study by Walczak et al. collectively reinforce the notion that
telemedicine contributes to enhanced convenience, financial savings, and
streamlined access to healthcare information.
Sub-theme 4.3: Effective Communication
Telemedicine emerges as a pivotal solution for ensuring ease of
communication between patients and healthcare providers during the COVID-19
pandemic. Virtual consultations, enabled by telemedicine platforms, facilitate
ongoing communication without necessitating in-person visits, thereby minimizing
the risk of viral transmission.
Participant 3 expressed the convenience of telemedicine, emphasizing its role
in easier communication during the pandemic. In their statement, "Mas pinili ko sya
minsan ay nun pandemic kase syempre hindi ako makakalabas ng bahay pupunta
sa psychiatrist so thru phone call ko nalang sya ginagawa".
Ali et al. (2022) emphasizes the positive impact of effective communication
on health outcomes, particularly the crucial role of physician communication

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behaviors. This resonates with the paradigm shift enabled by telemedicine during
the COVID-19 pandemic, highlighting its pivotal role in ensuring ease of
communication between patients and healthcare providers. Telemedicine serves as
a transformative solution, offering virtual consultations that overcome physical
distance barriers and minimize the risk of viral transmission. Secure messaging
systems and video calls enhance real-time communication, providing patients a
safe platform to discuss symptoms and seek medical advice.
The convenience and accessibility of telemedicine contribute to
comprehensive healthcare delivery, including remote monitoring, prescription
management, and health education. Timely updates and alerts further streamline
communication, keeping patients informed about appointments and medications.
Participant 3's preference for telemedicine in mental health consultations
reflects the broader sentiment seen in Ali et al.'s research. It highlights
telemedicine's accessibility and ease of communication, particularly crucial in
situations limiting physical mobility, such as the pandemic. In essence, telemedicine
acts as a transformative and effective means of communication, ensuring
individuals access necessary healthcare services while prioritizing safety.
Sub-theme 4.4: Cessation of Travel Time
The patient transcripts consistently highlighted the significance of travel
efficiency and comfort during telemedicine consultations. Participants emphasized

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the relief derived from the time saved by eliminating the need for travel, allowing
them to rest and prioritize their well-being. Additionally, the convenience of
telemedicine not only provided a respite from travel-related stress but also resulted
in tangible cost savings associated with commuting to healthcare appointments.
Participant 6 emphasized the absence of travel requirements in telemedicine,
stating, "Kasi...hindi mo na kailangan mag travel hindi mo na kailangan pumila kasi
diba minsan pag nagpapacheck pa tayo sa hospital kailangan nating pumila unlike
kasi sa teleconsult or elemedicine."
Similarly, Participant 2 highlighted the advantage of not needing to go
outside for a consultation, expressing, "The way I see it, ‘yung advantage lang
talaga is ‘yung hindi mo na kailangan lumabas kasi online lang talaga."
Participant 3 echoed this sentiment, emphasizing the convenience of not
having to go to the clinic for a consultation, stating, "Yun advantages nya lang ay
yun hindi muna need pumunta sa clinic para magpaconsult sa doctor mo and ayun
easy access sya yun lang."
Likewise, Participant 4 pointed out the convenience of not having to go to the
hospital for a check-up, stating, "Convenient tapos ahm hindi kana mahihirap
pumumta sa hospital para magpacheck up tungkol sa nararamdaman mo."

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The statements made by participants regarding the elimination of travel in
telemedicine consultations are supported by the study of Rodler et al. (2023) This
study aligns with the participants' perspectives, emphasizing that telemedicine
consultations remove inconvenient waiting times in clinics and eliminates the need
to spend time traveling to medical facilities. Additionally, the findings highlight that
telemedicine contributes to improving the quality of life for patients while reducing
the necessity for travel. It emphasizes that telemedicine not only saves time,
money, and energy but also brings attention to the preference of staying at home
in their own setting. These findings collectively underscore the convenience and
efficiency associated with telemedicine, reinforcing the participants' viewpoints on
the advantages of not needing to travel for healthcare consultations.

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CHAPTER 5
SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS
This chapter presented the summary of findings, conclusions, and
recommendations of the study to further enhance the concepts and the facts
discussed in the preceding chapters as provided by the results of the analysis of
data.
Summary
The study focused on patients' experiences on utilizing telemedicine during
the COVID-19 epidemic, the difficulties they encountered during their consultations,
and how telemedicine aid in addressing their health concerns. Since the study's
outcome delved into the experiences of patients who used telemedicine during the
COVID-19 pandemic, the researcher opted for a phenomenological approach. Ten
(10) adults from Biñan to Sta. Rosa, Laguna, aged 18 and above, who accessed
telemedicine through online screening via social media applications and the web
during the COVID-19 pandemic was included in the study. Individual interviews in
person interview, were employed for the study. Recurring themes in the interview
data were identified, analyzed, and interpreted using thematic analysis.

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Conclusions
These conclusions encompass key themes drawn from the participants'
experiences and perceptions related to telemedicine, shedding light on both its
limitations and advantages in the context of healthcare delivery:
1. The study illuminates the positive experiences of patients utilizing
telemedicine during the COVID-19 pandemic. Participants express a
favorable perception of telemedicine, citing its accessibility, convenience, and
contribution to their overall well-being. The decision to choose telemedicine
is rooted in its utility and positive impact on the healthcare consultation
process, providing insights into the transformative role of telemedicine in
enhancing patient experiences.
2. Alongside the positive experiences, participants share challenges
encountered during telemedicine consultations. Notable issues include
limitations on physical examinations or procedures, reflecting the constraints
of remote healthcare assessments. Challenges related to the lack of internet
connection and delayed responses from healthcare providers are also
identified. These challenges underscore the existing limitations of

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telemedicine, contributing valuable insights into areas that may require
improvement.
3. Despite the challenges, the study highlights significant benefits associated
with telemedicine in the context of the Covid-19 pandemic. These
advantages encompass enhanced safety measures, cost-effectiveness,
effective communication channels between patients and healthcare providers,
and the elimination of travel time. The identification of these benefits
positions telemedicine as a promising avenue for improving healthcare
delivery, particularly in times of crisis, emphasizing its potential to address
key healthcare concerns and enhance overall patient experiences.
Recommendations
Given the results and conclusions, the following are suggested:
1. The researchers propose that this study could assist the National Telehealth
Center in enhancing their service delivery for quality healthcare, particularly
through video conferencing and other platforms. This improvement may
involve the development of innovative solutions to address challenges
identified in this study. For instance, the creation of user-friendly software
could help bridge technological gaps and enable telemedicine consultations
without relying on paid internet connections.

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2. The researchers suggest using this study as a foundation for enhancing
telemedicine services in the Philippines. This could involve allocating a
budget to improve laws, policies, and regulations related to telemedicine.
Such improvements would contribute to a more comprehensive and
competent experience for both patients and healthcare workers engaging in
telemedicine services.
3. This study could serve as an educational reference for medical and allied
health course students, raising awareness about telehealth and telemedicine
services. Students could become advocates for promoting telemedicine as an
alternative to traditional consultations, especially during situations like
pandemics that strain hospital resources. This knowledge would empower
them to understand the lived experiences of clients who have undergone
telehealth consultations, ultimately enhancing their ability to provide
improved healthcare in the future.
4. The researchers propose that healthcare workers use this study as a guide to
enhance their competence in delivering quality healthcare through
telemedicine. By assessing the advantages and disadvantages outlined in the
study, healthcare workers can refine their services and adapt their
professions to be more technologically congruent, ensuring better provision
of telemedicine care to patients.

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5. Patients who have utilized telemedicine during the pandemic are encouraged
to continue using it, particularly for mild diseases. The study's conclusive
evidence supporting the role of telemedicine in understanding health
concerns makes it a valuable resource for patients. Continual use allows
patients to compare and contrast experiences during the pandemic and post-
pandemic periods, providing valuable insights for future research, academia,
and the healthcare system.
6. This study can serve as a reliable resource for future research on telehealth
and telemedicine services. Future researchers can use it to bolster their
claims and contribute to the improvement and development of telemedicine.
Additionally, the researchers suggest exploring not only the lived experiences
of patients but also those of physicians and other healthcare workers.
Conducting face-to-face interviews may enhance the validity of studies in the
telehealth domain, considering the diverse services available beyond
telemedicine and telehealth.

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APPENDIX A
(RESEARCH INSTRUMENT)
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APPENDIX B
(RESEARCH INSTRUMENT)
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APPENDIX C
(THEMATIC ANALYSIS)
LEGEND:
Perception on Telemedicine
Choosing Telemedicine Services Among Others
Problems Encountered during the Consultation
Advantage of Telemedicine during Consultation
Q1. Based on your experience, what are your views on

telemedicine?
Participan Q1 Significant Q1 Cluster Emergent
t Statements Formulated Themes Themes
Meanings
2 “I would say na It is more Convenience Choosing
it’s more convenient Telemedicine
convenient nung and doesn't Service
ginamit ko siya have to leave Among
that time since I the house and Others
didn’t have to go to a
leave the house hospital.
and go to a
hospital.”
3 “For me yun Telemedicine Convenience
telemedicine is is a big help
ano malaking for the
tulong sya para patients
dun sa mga during the
patients pandemic.
during pandemic”
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4 “Maganda sya It is Convenience

kase hindi kana convenient
ah.. tatawag ka because you
nalang hindi kana do not have
lalabas ng bahay to leave the
at bawal din house during
naman lumabas pandemic and
nun mga araw na it is hard to
iyon at pahirapan go to the
makapunta sa hospital.
hospital.”
7 “Madali lang po Easy access Accessibility
maaccess ang of
telemedicine” telemedicine.
8 “For me It is Convenience
napakaconvenient convenient
nya since hindi mo since it will
na kailangan not consume
lumabas ng bahay your time and
and di mo na din effort,
kailangan pumila affordable
ng napakahaba, andaccessible.
tapos di mo na din
kailangan
gumastos ng
pamasahe
papuntang
hospital. Tapos
napaka accessible
niya pa since
kailangan mo lang
is cellphone and
internet para
makapag
appointment sa
doctor mo and
kahit nasan ka
man pwedemong
makausap yung
doctor mo and
consult about your
health.”
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1 “My views Positive Positive Perception

regarding experience Experience on
Telemedicine has with Telemedicine
been positive Telemedicine
experience.”
5 “Para sakin yun Telemedicine Useful for
pandemic ano yun is useful Consultation
telemedicine during
malaki tulong pandemic in
talaga sya para consulting
sakin especially with health
madami protocols professionals.
na bawal lumabas
sa mga
establishment so
ayun ang
telemedicine
during pandemic is
helpful at
accessible sa
lahat.”
9 “Telemedicine has Telemedicine Useful for
been very helpful was helpful in Consultation
in providing a providing
platform for platforms for
doctor-patient doctor-patient
interaction, saving interaction, it
time and saves time
resources to and resource
conduct regular to conduct
consultations, regular
especially during consultations.
peak Covid-19
pandemic.”
10 “Malaking tulong Telemedicine Useful for
sya actually nun is helpful Consultation
pandemic lalo na during
bawal lumabas pandemic to
kase mataas yun prevent the
cases ng covid. spreading of
Gamit na gamit COVID-19. I
sya nun pandemic used
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dahil no choice itbecause I do

tayo kundi magpa not have a
online choice but to
consultation.” have
online
consultation.
Q2. Why did you choose this telemedicine service among others?
Participan Q1 Q1 Cluster Emergent
t Significant Formulated Themes Themes
Statements Meanings
1 “So, I chose Online Safety Advantage
the online consultation is of
platform of much safer Telemedicin
seeking than e during
healthcare— visiting Consultation
online rather hospitals and
than going being at risk of
physically to a having
hospital or a COVID-19
clinic as an
outpatient
because of
fear of
contracting
the
COVID-19
virus.”
9 “I chose Choosing Safety
telemedicine telemedicine
service at the due to high risk
time mainly of
because it was having COVID-
during peak 19 since it is
Covid-19 during the
pandemic, as peak
visiting of the
hospitals were pandemic.
very risky and Which felt
unsafe... to unsafe and too
avoid physical risky to go to
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contact the hospitals

essentially,
that's why.”
1 “At the same Telemedicine Cost Effective
time, I wanted saves time and
to save on transportation
transportation fee.
fees and my
time
was also
limited since
I’m also a
nursing
student at St.
Michael’s.”
3 "Mas pinili ko Telemedicine Effective
sya minsan ay allows easier Communicatio
nun pandemic communication n
kase syempre .
hindi ako
makakalabas
ng bahay
pupunta sa
psychiatrist so
thru phone call
ko nalang sya
ginagawa."
6 "Kasi...hindi Telemedicine Cessation of
mo na does not Travel Time
kailangan mag involve travel
travel hindi time.
mo na
kailangan
pumila kasi
diba minsan
pag
nagpapacheck
pa tayo sa
hospital
kailangan
nating pumila
unlike kasi sa
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teleconsult or
telemedicine"
8 “Since madali It is easy to Accessibility Choosing
syang gamitin use. Also, Telemedicin
and super accessible 24/7 e Services
accessible sila and Among
kase 24/7, can deliver you Others
pwede kang your
magconsult sa medicines.
kanila and
then pwede ka
din
magpadeliver
ng mga
medicines.”
10 “Pinili ko ang You don't need Accessibility
telemedicine to travel and
kase takot din wait in line for
ako hours if you
mahawaan ng went to the
covid and sa hospital. Unlike
bahay lang in
naman hindi the convenient
mo na need of your own
mag travel ng home, it
ilang minutes prevents
or hours para you to catch
lang COVID-19.
makapunta
ka ng hospital
unlike pag
nasa bahay ka
chill kalang
hihintayin mo
nalang yun
doctor
mo pumasok
sa zoom link
na binigay
sayo.”
5 “Convenient It is convenient Convenient
and and
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comfortable.” comfortable.
2 "They It is convenient Convenient
provided us because it is
health provided by the
insurance that
comes with health
the job.So, insurance
every time during the
kailangan pandemic.
naming mag
ano—gamitin
‘yon, they
refer us to
their medical
doctor since
it’s—I think
parang
accredited sa
kanila or
parang
affiliated sa
kanila yung
doctor para
ma-sure nila
yung—yun nga
may sakit nga
talaga.”
4 “Mas It is convenient Convenient
convenient because you do
hindi kana not have to
pupunta sa go to the
mga doctor hospital. The
pag face to attending
face unlike sa physician
online will only ask
consultation about your
tatanungin ka complains.
lang about sa
nararamdama
n mo kaysa
pumunta ka
pa sa hospital”
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7 “I tried it po It is a fast and Convenient

since convenient.
kailangan ko Since the
din po ng clinics
mabilis na that are near
gamutan nung are all close
time na yun
and
sarado na din
po yung mga
clinic near sa
house namin
po”
Q3. Can you tell me about your experience with telemedicine

during the COVID-19 pandemic?
Meanings
7 “Base on my It is very Accessibility Choosing
experience po sa accessible Telemedicine
telemedicine since you Services
during covid 19 don't have to Among
pandemic is go outside to Others
sobrang accessible go for a
nya po check-up and
dahil po di mo na those clinics
po kailangan nearby need
lumabas pa para an
magpacheck up appointment.
and ang mga clinic
po kasi dito
malapit samin ay
kailangan pa ng
appointment.”
9 “I only did It is accesible Accessibility
schedule for a and easy to
consultation twice use.
at the time.
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Creating an
account and filling
in details such as
payment method
were fairly
straightforward.
Scheduling for a
consultation and
all the following
bits and
pieces only took a
matter of a few
minutes, though I
needed to set up a
third-party
software to use as
a
platform for the
on-call
consultation.
Schedule
confirmation and
payment
validation through
the
doctor-secretary
were also
necessary prior to
the doctor-patient
meet.”
4 “Mabilis lang pag You can Accessibility
nasa trabaho ka access
pag may sakit ka telemedicine
tapos tatawagan even when
ka nila for you're at
consultstation tas work, they
ayun will call you
sesendan ka nila for a
sa email after nila consultation
idiagnos yun then they'll
nararamdaman send an
mo.” email after
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diagnosing
what you
feel.
1 “I had like a sting Due to the Wellbeing
from an “alupihan” fear of
or a centipede. COVID-19, it
So, it was really is easy to
an onset pain and stay at home
I really felt like and not risk
I needed to go to yourself
an emergency going out
hospital but I and having a
chose not to check up at
because like I the hospital.
said, out of fear of
the
COVID-19
pandemic, so I
stayed at home.”
3 “For me mas It is Convenient
convinient sya convenient
kase ayun nga because you
hindi ko na don't have to
kaylangan go outside to
pumunta sa see a health
psychiatrist.” professional
8 “Napakalaking Telemedicine Positive Perception
tulong sakin ng is a big help Experience on
telemedicine kase since you Telemedicine
nga di na ko don't have to
kailangan lumabas go outside
pa ng bahay tapos the house
and it is also
napakadali nya easy to use,
lang gamitin, click with just a
click ka lang and few clicks
then, sagutan mo and then
lang yung mga answer your
tanong sayo ng doctor's
doctor mo kung questions
ano yung masakit about what
sayo.” pains you
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10 “Mas nakaka save Telemedicine Positive

ako ng time, saves time, Experience
super helpful at very helpful
napakadali nya and easy to
lang gamitin.” use.
6 “Convenient siya, It is Cessation of Advantage of
convenient bakit?, convenient Travel Time Telemedicine
kasi aahhhh hindi since you during
mo na kailangan don't have to Consultation
mag travel hindi travel, and
mo na kailangan you don't
pumila kasi diba need to line
minsan pag up because
nagpapa-check pa sometimes
tayo sa hospital when you go
kailangan nating for a check-
pumila unlike kasi up at the
sa hospital, you
teleconsult or have to line
telemedicine is up and wait.
ikaw yun mag Unlike
schedule or teleconsult or
titignan mo yun telemedicine,
schedule ng you're the
doctor so kung one who will
alin do the
yung schedule schedule or
niya yun yung you get to
pipiliin mong day, check your
date, and time.” doctor's
schedule.
2 “Actually yun nga Difficulty in Limitations Problems
yun need maacess physical on physical Encountered
ng neuro yun assessment. examinations during the
kapatid ko actually or Consultation
mahirap sya kase procedures
yun mga ano yun
mga activities na
dapat yun doctor
yun nagawa is
kame yun nag-
implement sa
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kapatid ko like
yun nag
catch ng ball kase
yun doctor dapat
nagawa ng mga
ganon kase nga
para maaccess
nga ng maayos so
ayun nga kami

yun nag
implement so
parang hindi
maaccess ng
doctor yun lagay
ng kapatid ko.”
5 "Tapos, Lack of Limitations
temperature lang physical on physical
tinanong assessment. examinations
niya sakin nung or
time na ‘yun kasi procedures
obviously ‘di
naman nila ko
ma-check."
Q4. Based on your experience, what are the struggles you encounter
during the consultation?
Participant Q1 Q1 Cluster Emergent
Significant Formulated Themes Themes
Statements Meanings
3 “Minsan hindi Sometimes, Lack of Problems
sila they're hard to internet Encountered
macontact,wal contact, no connection during the
ang one answers during Consultation
sumasagot sa the phone or consultation.
phone nila or sometimes, it
minsan naman is choppy, like
choppy hindi you can't
mo sila understand
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maintindihan them or they

hindi ka nila can't
maintindihan understand
ganun you.
connection
lang.”
4 “Siguro It depends on Lack of
depende your internet internet
nalang sa connection. connection
signal mo pero during
overall okay consultation.
naman.”
6 “Siguro sa The problem Lack of
internet diba encountered internet
nga thru by the connection
online.” participant is during
the internet. consultation.
7 “So ang The number Lack of
number 1 one problem of internet
problem po is telemedicine is connection
internet po, the internet during
since mabagal connection, consultation.
yung internet since the
may possibility connection is
po na slow, there's a
mag-lag yung possibility that
call or the call will lag
mamatay yung or will end
call during during the
consultation consultation.
po.”
9 “It was It was Lack of
certainly the certainly the internet
noise in the noise in the connection
audio during audio during during
the video call the video call consultation.
that made the that made the
communication communication
process process
difficult. I was difficult. You'll
having a hard have a hard
time time
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understanding understanding
my doctor's your doctor's
instructions instructions
and other and other
explanations explanations
regarding my regarding your
case because case because
of her broken of the broken
audio... most audio, most
likely caused likely caused
by her by the
unstable unstable
internet internet.
connection.”
5 “Actually It's difficult Limitation on

mahirap sya since there are physical
kase yun mga procedures examinations
ano yun mga that your or
activities na doctor is procedures.
dapat yun supposed to
doctor yun do but they
nagawa is can't.
kame
yun nag-
implement sa
kapatid ko like
yun nag
catnch ng ball
kase yun
doctor dapat
nagawa ng
mga
ganon kase
nga para
maaccess nga
ng maayos so
ayun nga kami
yun nag
implement so
parang
hindi maaccess
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ng doctor yun
lagay ng
kapatid ko.”
5 “Yun nga yun Limited Limitation on
mga struggles physical physical
namin yun assessment. examinations
mga or
assessment na procedures.
dapat yun
doctor nag-
implement or
gumawa tas
kami yun
gumawa and
medyo ano
kase para sa
side namin
during
consultation
para
naiinis yun
doctor kase
nga yun bagay
na dapat sya
yun nagawa is
kami yun
nagawa tapos
hindi
namin sya
magawa ng
maayos kase
yun kapatid ko
diba nga
autistic so
ayun para
hindi sya
nasunod
samin kase
kilala nya kami
pero kase pag
sa iba tao
parang
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nasunod
naman sya
kahit mejo
nahihiya
so ayun kaya
medyo
nahihirapan
kami ipagawa
yun mga
activities.”
8 “Siguro yung Limited Limitation on

struggle lang physical physical
sa online assessment. examinations
consultation is or
yung pag procedures.
eexplain ng
kung anong
masakit sayo,
kung gaano
kasakit di ba
kasi inaano
nila yung pain
level, kunware
sa sakit ng
ipin,
tatanungin ka
nila
unlike pag sa
personal
makikita nila
through your
actions and
machecheck
up talaga ng
masinsinan
yung katawan
mo.”
10 “Siguro yun Limited Limitation on
laboratories physical and physical
and laboratory examinations
assessment assessment. or
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kase nga nasa procedures.

bahay lang
paano
magagawa yun
3 Telemedicine Telemedicine Delayed
is not possible is not possible response
without without signal. from the
signal.” healthcare
provider
2 “Nung time na There was Delayed
pala ‘yun na delayed response
nagco- response from from the
communicate the healthcare healthcare
ako sa doctor provider. provider
medyo
matagal lang
talaga siya
magreply.
I’m not sure
kung bakit,
siguro marami
din siyang
patients hina-
handle? I think
it would be
best na
meron siyang
mga nurses or
tumutulong sa
kanya para
mag-entertain
sa mga
patients.
Medyo may
delayed time
lang talaga.
Well, in my
case
anyways.”
Q5. During your consultation, what would you consider the advantages of
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telemedicine?
Meanings
1 “Because everyone Telemedicine Convenient Choosing
uses the internet is convenient Telemedicine
nowadays, so it and easy to Services
was just as easy as use. Among
like the “tap of a Others
button”
or the “click of the
mouse” over the
computer. So, it
was like in an
instant health is
provided— I
mean health
service is provided
to you at your own
fingertips.
Accessible siya
sobra.”
7 “Sobrang laking Convenient Convenient
advantage po na because
meron silang reseta certificates
na pinipresent and and
sinisend po sa inyo prescription
through pdf na din were sent
po sya and isesend online.
po nila through
telemedicine din
po. And then,
idodownload
mo na lang po yun
and then ipapakita
mo po sya since
ang mga mercury
drugs and other
drug
store po, di po sila
nagbebenta ng
gamot ng wala
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pong reseta.”
9 “Well, of course, it's Convenient Convenient
time-saving as because
consultations can certificates
be done anytime... and
anywhere. Ease of prescription
transactions as were sent
payment through online.
my health card was
done swiftly in just
a few clicks of a
button.
Generally, in my
opinion,
telemedicine is very
advantageous for
people who wants
to save time
for a regular check
up, maybe just a
one-time
consultation for the
most common
diseases.”
5 “Para sakin yun Prevent the Wellbeing
advantages nya is spread of
during pandemic is infection.
to prevent yun pag
spread ng virus sa
patient
tapos kung malayo
yun patient and
yun doctor
makakapg consult
padin.”
6 “Ayun nga Prevent the Wellbeing
convenient and spread of
then save ng infection.
money and then
yun nga yung
comfort andoon
padin. Yung
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patient and then

yun naman talaga
ang purpose ng
telemedicine during
that time is not to
spread
yung covid 19.”
8 “For me, yung Telemedicine Accessibility
advantage ng is accessible
telemedicine talaga anytime and
is yung anywhere.
convenience and
safety since di mo
na
lumabas ng bahay,
tapos di mo na
kailangan humarap
sa napakahabang
pila, tapos
accessible pa
sya anytime and
anywhere you are.”
10 “Malaki nasasave Telemedicine Accessibility

na time and hindi is accessible
mo na need and easy to
lumabas/ pumunta use.
hospital para
pumila ng
napakahaba para
magpacheck up and
very accesible sya
sa lahat ng gadgets
basta may wifi ka.”
2 “The way I see it, The patient Cessation of Advantage of
‘yung advantage does not Travel Time Telemedicine
lang talaga is ‘yung need to go during
hindi mo na outside for Consultation
kailangan lumabas consultation.
kasi online
lang talaga.”
3 “Yun advantanges The patient Cessation of
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nya lang ay yun does not Travel Time

hindi muna need need to go
pumunta sa clinic outside for
para magpaconsult consultation.
sa doctor
mo and ayun easy
access sya yun
lang.“
4 “Convenient tapos The patient Cessation of
ahm hindi kana does not Travel Time
mahihirap pumunta need to go
sa hospital para outside for
magpacheck up consultation.
tungkol sa
nararamdaman
mo.”
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APPENDIX D.
(INTERVIEW TRANSCRIPT)
Interview #1
INTERVIEWER: Good day po, ma’am. My name is Joanna Bren de Leon. These are my
groupmates po: Ms. Aira Dominguez, Mr. Ireneo Desquitado, Mr. Nicky Dapitin, Ms. Danielle
Anne De Leon, and Ms. Aivee De La Cruz po. We are third year nursing students po kami from
University of Perpetual Help Laguna. So, andito po kami para magconduct ng interview para po
sa research naming na entitled “The Lived Experiences of Patients who used Telemedicine
During the Covid-19 Pandemic.” So, ask ko lang po kung pwede kayong mainterview po,
ma’am?
PARTICIPANT: Sure, I give my consent.
INTERVIEWER: Pwede rin po ba namin i-record ang conversation natin po, ma’am?
PARTICIPANT: Of course, no problem.
INTERVIEWER: Thank you po, ma’am. So based po sa experience niyo, ano po ba ang mga views
niyo sa Telemedicine?
PARTICIPANT: My views regarding Telemedicine has been positive experience. I’ve never had
any trouble when I started or when I acquired or sought help from Telemedicine services.
INTERVIEWER: Why did you choose this Telemedicine service among others po?
PARTICIPANT: So, I chose the online platform of seeking healthcare— online rather than going
physically to a hospital or a clinic as an outpatient because of fear of contracting the COVID-19
virus. At the same time, I wanted to save on transportation fees and my time was also limited
since I’m also a nursing student at St. Michael’s.
INTERVIEWER: Can you tell me about your experience po with Telemedicine during nung
COVID-19 pandemic po?
PARTICIPANT: Okay so basically, I actually just took Telemedicine services last year— sorry, I
made an appointment online and it was ConsultaMD, specifically because I had like a sting from
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an “alupihan” or a centipede. So, it was really an onset pain and I really felt like I needed to go
to an emergency hospital but I chose not to because like I said, out of fear of the COVID-19
pandemic, so I stayed at home.
INTERVIEWER: So, ma’am, halimbawa po kung mangyari po sainyo yan ngayon would you still
go— I mean choose the Telemedicine service po imbis na pumunta na lang po sa ospital para
mapatignan po kayo?
PARTICIPANT: Definitely. I did not see any difference except yun lang you’re not able to see the
doctor or the nurse in person, but it really felt like there was no difference in the service that
they provided for me so I was really satisfied.
INTERVIEWER: Based po sa experience niyo po, meron po ba kayong naencounter na mga
struggles po during the consultation?
PARTICIPANT: Honestly, no because it was really much cheaper than having to pay 600 or 500
pesos when you go to the hospital or clinic to have a check-up. So, I only paid like 150, via
GCash pa—online. Other than that, the waiting time, I actually chose the time of the
appointment so there was no problem at all, it was really easy.
INTERVIEWER: So, convenient po sainyo yung oras po?
PARTICIPANT: Yes, bali ano, convenience ng time, ng money, and actually yun din—yung
parang comfort ko—that I was at home, and I was able to rest instead of having to struggle with
the pain and then go to the hospital and wait there.
INTERVIEWER: So, ano pa po ba ang mga advantages para sainyo ng Telemedicine?
PARTICIPANT: Bali ayun, because everyone uses the internet nowadays, so it was just as easy as
like the “tap of a button” or the “click of the mouse” over the computer. So, it was like in an
instant health is provided— I mean health service is provided to you at your own fingertips.
Accessible siya sobra.
INTERVIEWER: So, given a choice po, magpapaconsult po ulit kayo sa Telemedicine app or for
you po, do you think na mas better po para mas thorough po yung pacheck-up niyo po or
consultation, mas better po ba na pumunta na lang po physically sa ospital po?
PARTICIPANT: The only thing I can say regarding yung assessment or yung full physical profile
mo na malalaman nila or maddiagnose nila yung pinaka ano mo—symptoms, signs ganun diba?
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So, yung full diagnosis pati yung sabihin natin the diagnostics ng mga laboratory, of course,
those are impossible over sa online because we do not have the equipment at home, so you
really have to go to laboratories or to the hospital to have that done. I would say for minor
cases or like hindi siya severe cases pwede siya, pwede si Telehealth or Telemedicine. But, if
you have a severe case like CHD mga ganon, or parang hypertension which Is like you really
need medication and then monitoring for that, then yeah, you’d really have to go to the
hospital.
INTERVIEWER: So, for you po ma’am, ano po bang mga pwede pa nating maimprove po sa
Telemedicine yung gusto niyo pa po sanang makita in the future po?
PARTICIPANT: I would rather have it na maging mas accessible siya to all parties—to all sectors
—sa government, even sa mga less fortunate or underprivileged kasi there are not so many
people who have access to the internet. Diba they don’t have mobile phones and what not? So,
if the government were to actually support Telemedicine and provided along with
telecommunication providers diba? like free internet for everybody ganun. Tapos even sa mga
rural areas, they could provide mga barangays with internet access, I think that would be
something to promote Telemedicine because it’s really helpful, it can save money as well. Save
you money as well, sorry.
INTERVIEWER: Paano niyo po pala pinatignan yung kagat niyo po sa centipede?
PARTICIPANT: Actually, I just took pictures of it and then I told the doctor—or I explained to her
yung time and duration ng pain. Bali sinabi ko rin na how many hours from the start yung pain
nag-occur. Then she gave the medication for the pain, then yung para bang for the swelling. So,
atleast, dun ko narin nakuha yung ano—E ano, anong tawag dun?
INTERVIEWER: E-Prescription?
PARTICIPANT: Yeah, e-prescription or electronic prescription. So, it’s like paperless siya and
then yun nga, I was only just able to show it sa Mercury, holding up my cellphone. I didn’t have
to print it out and they were able to see yung prescription, yung license number ni Doc, and
then yung date and time na—para atleast ano siya, real time talaga, like hindi siya like fake
ganun.
INTERVIEWER: Tapos hiningian po ba kayo ng I.D. or something para ma-verify po yung ano…?
PARTICIPANT: Identity?
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INTERVIEWER: Opo.
PARTICIPANT: Actually, yeah. They really asked me if my name is this and that and then I
showed my number that it’s registered to my name.
INTERVIEWER: Okay, po. I think yun lang po, ma’am. Thank you po for your time.
PARTICIPANT: Thank you.
Interview #2
INTERVIEWER: Good day po, sir. I am Joanna Bren de Leon. These are my groupmates po: Ms.
Aira Dominguez, Mr. Ireneo Desquitado, Mr. Nicky Dapitin, Ms. Danielle Anne De Leon, and Ms.
Aivee De La Cruz po, third year nursing students po kami from University of Perpetual Help
Laguna. So, andito po kami para mag-conduct ng interview para sa research naming entitled
“The Lived Experiences of Patients who used Telemedicine During the COVID-19 Pandemic.” So,
ask ko lang po kung puwede kayong ma-interview po, sir?
PARTICIPANT: Ok po.
INTERVIEWER: Thank you po. Pwede rin po ba naming i-record ang conversation natin, sir?
PARTICIPANT: Sure.
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INTERVIEWER: Thank you po. Based po sa experience niyo po, ano po ba yung mga views niyo
on Telemedicine?
PARTICIPANT: I would say na it’s more convenient nung ginamit ko siya that time since I didn’t
have to leave the house and go to a hospital and meron din mga downside but, yun nga, I just
think it’s convenient than having to go to an actual hospital or clinic.
INTERVIEWER: Kelan niyo po ba ito ginamit, sir?
PARTICIPANT: I think it was 2021? Around 2021. I’m not sure kung anong month, basta year
2021.
INTERVIEWER: Ok. Why did you choose this Telemedicine service among others po, sir?
PARTICIPANT: I was working for a BPO company at that time, since they’re based in Cebu, they
provided us health insurance that comes with the job. So, every time kailangan naming mag
ano—gamitin ‘yon, they refer us to their medical doctor since it’s—I think parang accredited sa
kanila or parang affiliated sa kanila yung doctor para ma-sure nila yung—yun nga may sakit nga
talaga. Since obviously, BPO company, they need to make sure na hindi naming ma-fake or
whatever yung pa-check-up.
INTERVIEWER: Can you tell me po yung buong experience niyo sa Telemedicine during the
COVID-19 pandemic po?
PARTICIPANT: I think I just used it like a few times. Yung time na may parang slight fever ako
tapos may sore throat. Natakot ako that time baka COVID, pero hindi naman pala. So ‘yun, nung
ni-report ko yun sa supervisor ko, nirefer niya kami sa ‘yun parang—I’m not so sure if it’s
company doctor, pero doctor ng Telemedicine sa—it was a clinic that’s affiliated sa company
nila. So ‘yun, the check-up was done through Zoom. Yeah, we did it through Zoom. He
interviewed me, asked me about my symptoms and all that. Tapos, temperature lang tinanong
niya sakin nung time na ‘yun kasi obviously ‘di naman nila ko ma-check.
INTERVIEWER: Ano po ba yung diagnosis niyo po and may nireseta po ba?
PARTICIPANT: Meron siyang nireseta. Actually, before niya ko niresetahan pala, nag-request
siya na magpa-laboratory ako. So, parang strep throat lang naman pala ‘yon kasi nawalan narin
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ako ng boses then slight infection. So, antibiotics lang din naman. Tapos para sa mga symptoms
‘yung—I think it was a mouthwash na—ano ba ‘yun? Betadine mouthwash or something?
INTERVIEWER: Bactidol po?
PARTICIPANT: Yeah!
INTERVIEWER: Bali nagpa-lab test po kayo?
PARTICIPANT: Yes, nagpa-lab test pa ako. After nung makuha ko yung result, I just had to take a
screenshot and e-mail it to the doctor.
INTERVIEWER: Ano pong lab test po yung ginawa?
PARTICIPANT: Parang throat swab? ‘Yun.
INTERVIEWER: Based po sa experience niyo, ano po yung mga struggles po na na-encounter

niyo during the consultation po?
PARTICIPANT: Sa consultation, so far parang wala naman, wala namang struggles.
INTERVIEWER: Nasa magkano po nagastos niyo po?
PARTICIPANT: Hindi ko na siya ma-remember, but since it was part of our insurance, covered
nadin ng ano ko—I think it was Medicare—oo, Medicare I think? Ay, MaxiCare pala! Sorry.
Covered ‘yun ng MaxiCare.
INTERVIEWER: During the consultation niyo po, ano po yung maco-consider niyo pong mga
advantages ng Telemedicine?
PARTICIPANT: The way I see it, ‘yung advantage lang talaga is ‘yung hindi mo na kailangan
lumabas kasi online lang talaga. Well, except for ‘yung ni-request niya ‘ko magpa-laboratory
and ‘yun syempre lumabas para bumili ng mga gamot.
INTERVIEWER: So, sa tingin niyo po were they able to provide quality care naman po like kung
ikumpara natin to sa traditional na consultation na face-to-face po, may pagkukulang po ba sila
in that regards?
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PARTICIPANT: In my case, I would say wala naman kasi parang yung sakin simple lang naman na
parang sore throat or slight fever. Pero if ever na malala na ‘yung sakit ko, I don’t think I would
recommend that kasi obviously the doctor needs to do more check—physically check you para
malaman niya talaga kung ano ‘yung problema or whatever. Pero ‘yun, it has its ups and downs.
INTERVIEWER: So, halimbawa po ngayon, would you rather—I mean would you recommend
Telemedicine po? For you po, halimbawa, mangyari po ulit na magkasakit po kayo, would you
opt for Telemedicine imbis na traditional na lang po na pumunta na lang po sa ospital or clinic?
PARTICIPANT: For me, if it’s something simple lang, yeah, I think that would be a good option.
Pero kung medyo iba na, I would prefer to go to the hospital or the clinic.
INTERVIEWER: What would you consider na medyo malala na po?
PARTICIPANT: Like say for example, mga severe na ano—grabe na talaga ‘yung lagnat mo—or
siguro mga worse case na mga sakit.
INTERVIEWER: Ano po bang masa-suggest niyo pong magandang—para ma-improve po natin

yung Telemedicine natin for our future use po?
PARTICIPANT: Ah yes, I forgot to mention this, meron lang times—nung time na pala ‘yun na
nagco-communicate ako sa doctor medyo matagal lang talaga siya magreply. I’m not sure kung
bakit, siguro marami din siyang patients hina-handle? I think it would be best na meron siyang
mga nurses or tumutulong sa kanya para mag-entertain sa mga patients. Medyo may delayed
time lang talaga. Well, in my case anyways.
INTERVIEWER: This was prior to your Zoom call po?
PARTICIPANT: Yes, prior to the Zoom call.
INTERVIEWER: Bali may waiting period po? Pero naka-set po ‘yung time niyo po sa kanya?
PARTICIPANT: Yes, naka-set ‘yung time since company ‘yun. Alam naman ng—since it’s a BPO
industry, lahat kami may schedule, so kahit magkasakit ka you have to inform them in advance
for some reason, I don’t know why, pero ‘yun.
INTERVIEWER: That’s all of my questions po, sir, thank you po for your time.
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PARTICIPANT: Okay, thank you.
Interview #3
INTERVIEWER: Good day po, ma’am. My name is Ireneo Desquitado. These are my groupmates
po: Ms. Aira Dominguez, Ms.Aivee De La Cruz, Mr. Nicky Dapitin, Ms. Danielle Anne De Leon,
and Ms. Joanna Bren de Leon po. We are third year nursing students po kami from University of
Perpetual Help Laguna. So, andito po kami para magconduct ng interview para po sa research
naming na entitled “The Lived Experiences of Patients who used Telemedicine During the Covid-
19 Pandemic.” So, ask ko lang po kung pwede kayong mainterview po, ma’am?
PARTICIPANT: opo
INTERVIEWER: Pwede rin po ba namin i-record/ ivideo ang conversation natin po, ma’am?
PARTICIPANT: sure
PARTICIPANT: for me yun telemedicine is ano malaking tulong sya para dun sa mga patients
during pandemic na ano hindi makapunta sa mga hospital dahil madami mga checkpoint at sa
mga hindi din makalabas dahil wala sila mga sariling sasakyan ganyan.
INTERVIEWER: ahh okay po mam, so ano po apps ang ginamit nyo nun gumamit po kayo ng
telemedicine pwede ko po ba malaman?
PARTICIPANT: so bali ano yun ginamit ko ay hindi app bali thru phone call lang sya
INTERVIEWER: ahh okay po so bali may nakausap naman po kayo na Doctor?
PARTICIPANT: meron
INTERVIEWER: ask ko lang po mam bali hindi po kayo nagpa appointment since thru phone call
lang naman po yun consult sainyo and nun tumawag po kayo naconsult agad kayo ng doctor?
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PARTICIPANT: oo
INTERVIEWER: next question is why did you choose this telemedicine among others?
PARTICIPANT: mas pinili ko sya minsan ay nun pandemic kase syempre hindi ako makakalabas
ng bahay pupunta sa psychiatrist so thru phone call ko nalang sya ginagawa.
INTERVIEWER: ilang beses po kayo nagpapaconsult
PARTICIPANT: siguro mga 6 times
INTERVIEWER: ano po yun sunod sunod consult nyo or pag inaatake lang po kayo?
PARTICIPANT: pag inaatake lang
INTERVIEWER: ang third question po ay can you tell me about your experience with
telemedicine during the Covid-19 pandemic?
PARTICIPANT: so bali for me mas convinient sya kase ayun nga hindi ko na kaylangan pumunta
sa psychiatrist ganon pero ano minsan iniisip ko din what if yun sa kabila line na patient nila is
hindi- alam nyo yun para ano hindi nya talaga macontrol yun gagawin nya talaga kung ano
gagawin para ayun lang siguro yun disadvantage
INTERVIEWER: ano po mas prefer nyo face to face or yun thru phone call consultation lang kayo
kung papapiliin kayo?
PARTICIPANT: thru face to face padin kase nakikita ka nila
INTERVIEWER: kumbaga mas malaki po tulong ang face to face consultation sainyo?
PARTICIPANT: opo
INTERVIEWER: next question is based on your experience, what are the struggles you
encountered during the consultation?
PARTICIPANT: ayun minsan hindi sila macontact,walang sumasagot sa phone nila or minsan
naman choppy hindi mo sila maintindihan hindi ka nila maintindihan ganun connection lang.
INTERVIEWER: pag ganon mam ano yun ginagawa nyo pag hindi nyo sila macontact.
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PARTICIPANT: pinapatayan ko hahaha
INTERVIEWER: pero tinatawagan nyo padin po pabalik pag hindi nyo na sila macontact?
PARTICIPANT: minsan, minsan naman pag ayoko na pag ayoko may kausap ako hindi ko na
tinatawagan.
INTERVIEWER: pero natritrigger po ba nararamdaman nyo pag di nyo sila macontact?
PARTICIPANT: hindi naman para ano lang nag rereach out nalang ako sa friend para lang
gumaan loob ko.
INTERVIEWER: next question po during your consultation, what would you consider the
advantanges of telemedicine?
PARTICIPANT: yun advantanges nya lang ay yun hindi muna need pumunta sa clinic para
magpaconsult sa doctor mo and ayun easy access sya yun lang.
INTERVIEWER: during your consultation nyo po may binabayaran po ba kayoor wala po?
PARTICIPANT: kapag doctor ko yun kausap ko may fee sya pero kapag yun emergency hotline
nila doon wala.
INTERVIEWER: mas mahal po ba pag online compared sa face to face?
PARTICIPANT: actually no, same lang sila ng fee mapa online or face to face
INTERVIEWER: paano nyo po binabayaran thru gcash po ba or bank transfer po?
PARTICIPANT: thru gcash minsan thru bank
INTERVIEWER: after your consultation nyo po nalelesses or gumagaan naman po lobb nyo like
nasasatisfy po ba kayo after you consultation?
PARTICIPANT: yes
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COLLEGE OF NURSING
INTERVIEWER: since nagamit po kayo ng telemedicine app ano po yun masusuggest nyo para
mas maimprove po nila yun services nila like po nun naexperience nyo po sometimes hindi nyo
po sila macontact.
PARTICIPANT: yun ano kase pandemic feeling ko kulang sila sa staff tapos yun signal nila parang
hindi po sila maintindihan kase mahina pero ngayon naman pag natawag ako sakanila hindi na
ganon katulad dati pag tawag ko kaylangan pa ilang ring bago pa sagutin ngayon kase alala nila
kumbaga unang ring sasagot agad sila tas hindi na ganon na walang signal.
INTERVIEWER: until now po ba nagamit padin po kayo ng telemedicine?
PARTICIPANT: oo pag emergency
INTERVIEWER: kelan po huli nyo paconsult?
PARTICIPANT: last december.
INTERVIEWER: Ok po maam maraming salamat po maam sa lahat po ng pinag usapan natin ito
po maging pribado po so kami lang po ang nakakaalam ng pinag usapan natin so ang purpose
po ng ginawa natin interview is a reference lang po sa thesis namin so maraming salamat po ulit
maam, at salamat po sa inyo pagpapa unlak.
PARTICIPANT: thank you din!

Interview #4
INTERVIEWER: Good day po, Sir . My name is Aivee De La Cruz. These are my groupmates po:
Ms. Aira Dominguez, Mr. Ireneo Desquitado, Mr. Nicky Dapitin, Ms. Danielle Anne De Leon, and
Ms. Joanna Bren de Leon po. We are third year nursing students po kami from University of
PARTICIPANT: pwede naman
INTERVIEWER: Pwede rin po ba namin i-record/ ivideo ang conversation natin po, sir?
PARTICIPANT: sure pero walang video

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INTERVIEWER:Thank you po, ma’am. So based po sa experience niyo, ano po ba ang mga views
PARTICIPANT:Maganda sya kase hindi kana ah.. tatawag ka nalang hindi kana lalabas ng bahay
at bawal din naman lumabas nun mga araw na iyon at pahirapan makapunta sa hospital.
INTERVIEWER: So bali po ano po pinaconsult nyo nun gumamit po kayo ng telemedicine
PARTICIPANT: nilagnat
INTERVIEWER: Thru phonecall po ba or video call po kayo during consultation nyo po?
PARTICIPANT: thru direct phone call
INTERVIEWER: next question po is why did you choose this telemedicine service among others?
PARTICIPANT: Ano kase mas convenient hindi kana pupunta sa mga doctor pag face to face
unlike sa online consultation tatanungin ka lang about sa nararamdaman mo kaysa pumunta ka
pa sa hospital
INTERVIEWER: next question po ay can you tell me about your experience with telemedicine
during the Covid-19 pandemic?
PARTICIPANT: mabilis lang pag nasa trabaho ka pag may sakit ka tapos tatawagan ka nila for
consultstation tas ayun sesendan ka nila sa email after nila idiagnos yun nararamdaman mo.
mabilis lang pag nasa trabaho ka pag may sakit ka tapos tatawagan ka nila for consultstation tas
ayun sesendan ka nila sa email after nila idiagnos yun nararamdaman mo tsaka mas convenient
hindi kana pupunta sa mga hospital/clinic para magpaconsult unlike sa online consultation
tatanungin ka lang about sa nararamdaman mo kaysa pumunta ka pa sa hospital tas what if dun
ka makakuha ng virus mahirap na kaya mas mabuti sa bahay nalang para hindi nadin makakuha
ng virus.
INTERVIEWER: Ano po yun madalas nyo pinapacheck pag gumagamit kayo ng telemedicine
PARTICIPANT: ano lang yun ubo,sipon at body pain

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INTERVIEWER: So until now ginagamit nyo padin yun telemedicune?

PARTICIPANT: Oo lalo na sa work namin kahit may face to face consultation gumagamit padin
kami ito kase mas mabilis at less hassle nadin.
INTERVIEWER: next question is based on your experience, what are the struggles you
encountered during the consultation?
PARTICIPANT: Sakin wala naman problema siguro depende nalang sa signal mo pero overall
okay naman
INTERVIEWER: ahh okay po eto po sir next question po ay during your consultation, what
would you consider the advantanges of telemedicine?
PARTICIPANT: Uhm ano convenient tapos ahm hindi kana mahihirap pumuta sa hospital para
magpacheck up tungkol sa nararamdaman mo tas yun disadvantange for me siguro yun pag
may pilay ka yun mga hindi pwede ipacheck up thru phonecall or video call na need talaga
ipaconsult sa hospital kase may mga test or laboratories na need gawin para maaccess talaga.
INTERVIEWER: last question po sir ano po kaya pwede nyo na suggestion about this app po
kung meron po?
PARTICIPANT: Siguro yun ano dagdagan nila yun mga available na doctors sa online
consultation
PARTICIPANT: thank you.
Interview #5
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INTERVIEWER: Good day po, ma’am. My name is Aivee De La Cruz . These are my groupmates
po: Mr. Ireneo Desquitado, Mr. Nicky Dapitin, Ms. Danielle Anne De Leon, Ms. Joanna Bren de
Leon,and Ms. Aira Dominguez po. We are third year nursing students po kami from University
of Perpetual Help Laguna. So, andito po kami para magconduct ng interview para po sa
research naming na entitled “The Lived Experiences of Patients who used Telemedicine During
the Covid-19 Pandemic.” So, ask ko lang po kung pwede kayong mainterview po, ma’am?
PARTICIPANT: opo
INTERVIEWER: Pwede po ba namin record or video po yun buong interview po namin sainyo
ngayon?
PARTICIPANT: pwede naman basta walang video ah
INTERVIEWER: Thank you po, ma’am. First question based po sa experience niyo, ano po ba ang
mga views niyo sa Telemedicine?
PARTICIPANT: Para sakin yun pandemic ano yun telemedicine malaki tulong talaga sya para
sakin especially madami protocols na bawal lumabas sa mga establishment so ayun ang
telemedicine during pandemic is helpful at accessible sa lahat.
INTERVIEWER: ahh okay po mam next question po why did you choose this telemedicine
service among others?
PARTICIPANT: Actually wala naman ako choice kase nga pandemic bawal pumunta sa labas
para kumain mga clinics, hospitals for face to face consultation kaya nag required sila for online
consultation nalang so ayun diko naman pinili pero yun at yun lang talaga ang required kaya
wala ako choice.
INTERVIEWER: Ano po pinaconsult nyo that time
PARTICIPANT: actually hindi ako yun nagpaconsult yun kapatid ko yun nagpaconsult kase may
autism sya and need sya maacess ng neuro so ayun kasama lang ako durimg ano consultation
na ano ahm online.
INTERVIEWER: Paano po yun consultation nyo thru videocall po ba or phonecall?

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PARTICIPANT:oo thru videocall kase kaylangan sya maaccess ng doctor kase may mga activities
na pinagawa ng sakanya para makita ng doctor kung ano nga bayun mga skills, abilities nya.
INTERVIEWER: ahh okay po mam next question can you tell me about your experience with
telemedicine during the Covid-19 pandemic?
PARTICIPANT: Actually yun nga yun need maacess ng neuro yun kapatid ko actually mahirap
sya kase yun mga ano yun mga activities na dapat yun doctor yun nagawa is kame yun nag
implement sa kapatid ko like yun nag catnch ng ball kase yun doctor dapat nagawa ng mga
ganon kase nga para maaccess nga ng maayos so ayun nga kami yun nag implement so parang
hindi maaccess ng doctor yun lagay ng kapatid ko.
INTERVIEWER: During consultation po may ginawa po ba laboratories ginawa?
PARTICIPANT: Ay wala sya lab more on occupational bayun? Yun activities ganun pero nun
binigay yun result samin nag advice sila ipa CT scan.
INTERVIEWER:Based on your experience, what are the struggles you encountered during the
consultation?
PARTICIPANT: Yun nga yun mga struggles namin yun mga assessment na dapat yun doctor nag
implement or gumawa tas kami yun gumawa and medyo ano kase para sa side namin during
consultation para naiinis yun doctor kase nga yun bagay na dapat sya yun nagawa is kami yun
nagawa tapos hindi namin sya magawa ng maayos kase yun kapatid ko diba nga autistic so ayun
para hindi sya nasunod samin kase kilala nya kami pero kase pag sa iba tao parang nasunod
naman sya kahit mejo nahihiya so ayun kaya medyo nahihirapan kami ipagawa yun mga
activities.
INTERVIEWER: Pero nagawa nyo naman po yun pinagawa ng doctor?
PARTICIPANT: Oo nagawa naman pero yun result nun hindi agad naibigay mga following day pa
bago ibigay.
INTERVIEWER: Mga ilang beses po kayo nagpaconsult that time
PARTICIPANT: actually isang beses lang sya tapos yun follow up nun matagal nadin kase
andami din pinapahanap na doctors kumbaga magpa second opinion kami tsaka nirequire din
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sya mag CT scan eh diba pag ct scan face to face nayun so nito lang yun kase nga during
pandemic natin mahirap makapunta hospital kase nito lang sya nakapag CT scan.
INTERVIEWER: next question during your consultation, what would you consider the
advantanges of telemedicine?
PARTICIPANT: para sakin yun advantages nya is during pandemic is to prevent yun pag spread
ng virus sa patient tapos kung malayo yun patient and yun doctor makakapg consult padin and
actually hindi naman anytime sasabihin ko sana anytime pwede macontact may times kase may
schedule din yun mga doctors para makausap mo sila so ayun lang yun advantanges nya para
sa akin.
INTERVIEWER: May masusugest po ba kayo para improve yun telemedicine?
PARTICIPANT: Siguro yun time nila kase minsan minamadali nila katulad nun autistic yun
patient tas may mga activies na ano siguro sa isang patient may a lot sila ng time like haliwbawa
one hour mag alot sila g extra minutes like 30 mins more kase hindi naman during consultation
na 1 hour maaacess agad nila completely yun patient since online consultation nga lang
INTERVIEWER: Pero on time naman po sila dumating sa sinabi nila oras?
PARTICIPANT: thru zoom kami tas antagal dumating nun doctor kami payun nag antay sakanya
pabalik balik kami sa zoom
INTERVIEWER: Pero nagpa appointment po kayo bago kayo magpaconsult?
PARTICIPANT: oo sa email
INTERVIEWER: Matagal po ba sila mag reply?
PARTICIPANT: Mabilis naman sa email ang matagal lang is yun mismo session
INTERVIEWER: ilan oras po yun consultation nyo po?
PARTICIPANT: 2 hours yun consultation pero hindi naman nasagad yun oras nabigay samin
INTERVIEWER: And lastly paano po yun sa payment nyo po paano po thru gcassh or bank
transfer?
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PARTICIPANT: gcash pero ay bank transfer sila pero mas convinient yun gcash diba?
INTERVIEWER: ahh okay po. I think yun lang po, ma’am. Thank you po for your time.
PARTICIPANT: Thank you.
Interview #6
INTERVIEWER:Good day po, ma’am. My name is Ireneo Desquitado. These are my groupmates
po: Ms. Aira Dominguez, Ms.Aivee De La Cruz, Mr. Nicky Dapitin, Ms. Danielle Anne De Leon,
and Ms. Joanna Bren de Leon po. We are third year nursing students po kami from University of
PARTICIPANT: ah sure ok naman
INTERVIEWER: Pwede rin po ba namin i-record/ ivideo ang conversation natin po, ma’am?
PARTICIPANT: yes you can
PARTICIPANT: Ahhh my views or my own views po for telemedicine is ay isang way para
maging para di mag spread lalo yung nag pandemic, kasi ang telemedicine or teleconsult by the
way first time gumamit ng teleconsult during pandemic so yun, it's a way na para di lalo mag
spread yun covid ahhh nacoconsult sya na nasa isang place siya na komportable siya, like yun
nasa bahay sya sympre nasa bed sya unlike kasi na nasa ospital parang, ako kasi parang anu eh
nung nasa ospital ako hindi ako parang ganun ka komportable parang yun worries, aaahhhhhh
na baka dun pa ako makakuha ng sakit or baka mamaya lumala pa yun kung anu yung
nararamdaman ko and then at the same time convenient siya, convenient bakit?, kasi aahhhh
hindi mo na kailangan mag travel hindi mo na kailangan pumila kasi diba minsan pag nagpapa
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check pa tayo sa hospital kailangan nating pumila unlike kasi sa teleconsult or telemedicine is
ikaw yun mag schedule or titignan mo yun schedule ng doctor so kung alin yun schedule niya
yun yung pipiliin mong day, date, and time, para atlis diba, actually doon naman yun sa
expirience mo kung anu yun pinili mong day at yun time nasunod siya so aattend ka ng doctor
or makakausap mo talaga yun doctor sa binigay mo oras tsaka unlike sa ospital diba mag aantay
ka di mo alam kung anu oras ka ma accommodate and then at the same time for me kasi save
din ng money gaya ng sa amin na wala namang sasakyan or yung alam mo yun? Sarili sasakyan,
kailangan namin ahhhh mag travel by transportation so instead na gumastos kami ng pamasahe
so yun sa bahay na lang so naka save din kami for anu ng money, so in terms naman doon sa
anu fee ng consultation,para sa akin mas mura kasi parang anu eh para magagastos lang namin
nun is parang 400 unlike yun mag aanu kami pag nag walk in or dun sa actual talaga doon sa
ospital mga anu 500 to 600 ganun so ayun, so tsaka pag anu pag kailangan mo ng medcert.
Libre nila binibigay, unlike doon sa mga experience na pag kailangan ng medcert. May separate
fee.”
INTERVIEWER: Oh, so bali maam na cater naman po ng lahat ng telemedicine yun mga
pangangailangan ninyo, so ma'am ahhh kung halimbawa po na magkakasakit po ulit kayo.
Would you still use telemedicine service instead of going to hospital consultation?
PARTICIPANT: “For, for now, for us of now mas prepared ko pa rin siya kasi aahhh kasi ahhh
ngaun kasi hinde naman, nandun pa din yun anu eh.”
INTERVIEWER: Worry?
PARTICIPANT: worry, lalo na pag ospital na ang pinag uusapan parang merong, meron na
parang meron na kasi.
INTERVIEWER: Fear?
PARTICIPANT: oo fear, ganun or parang minsan napa praning tayo kasi ayaw ko pumunta ng
ospital kasi meron naman naman ibang way, yun anu nga yun teleconsult or so yun ahhhhh mas
prepared ko pa din siya.
INTERVIEWER: So parang na provide ng telemedicine ang pangangailangan nyo po?
PARTICIPANT: ah oo, actually kasi
INTERVIEWER: Ah pag dating sa cater po?

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PARTICIPANT: oo, kasi anu naman kasi sa teleconsult or sa telemedicine kasi is naka video call,
so anu parang doctor kung anu man tatanungin yun like actual anu din ang question ng nasa
walk in or nasa ospital mismo and then for example nagkaroon ka tonsillitis or kati sa lalamunan
yun ganun, yun camera itatapat mo lang so ayun naman so far is base naman din yun sa video is
nakita naman nila yun, yung kung anu yun sakit talaga ng tao, siguro yun ang difference nila na
actual is sympre for example heartbeat yun kailangan nila kunin yn lang talaga ng pagkakaiba
nila pero in terms naman dun sa talagang ipapa- consult mo is ok naman na naaanu din nila yun
sakit.
INTERVIEWER: So ahhh, additional po diyan maam. Based on your experienced po, What are
the struggles you encounter during your consultation po?
PARTICIPANT: Actually ahhh parang wala naman siguro anu lang that time kasi yun signal kasi
siguro sa internet diba nga thru anu tnruu aahh.
INTERVIEWER: Online po?
PARTICIPANT: online lang yun so yun, yun lang naman pero hindi naman ganun ka struggles
kasi parang bumabalik naman agad ganun, actually pag ganun nga pag nawawala sila mismo
tumatawag, tinatawagan uli kunwari naputol yun line so tinatawagan ka nila hindi yun parang
maaanu ka na tatawagan ba ako, ganun so tinatawagan ka nila, binabalikan ka nila and then at
the same time diba for example diba nag anu sila ng reseta ng gamot, and then dapat ay 7 days
mo dapat ittatake minsan ahhh kinakamusta ka nila after 7 days kung kamusta na yun patient or
anu may progress ba? So yun nga and lahat ng documents na kailangan mo like resita, medical
certificate, ini email nila after mo mag request or after ng consultation.
INTERVIEWER: Ah ok po,during your consultation maam. What do you consider the advantage
of telemedicine ?
PARTICIPANT: ang advantage po gaya nga ng sinabi ko kanina ayun nga convenient and then
save ng money and then yun nga yun komportable yun comfort nung tao na yun or yung
patient and then yun nga ang pinaka pina talaga purpose ng telemedicine during that time is
not to spread yun covid 19.
INTERVIEWER: So kung papipiliin kayo maam ang mas prepared ninyo pa din ay yun
telemedicine?
PARTICIPANT: yes for me

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INTERVIEWER: So maam, What would you suggest to improve telemedicine for future uses?
PARTICIPANT: based kasi sa experience ko so far wala pa ako ano, wala pa ako ahhh
masusuggest at marerecomend na improvements maliban lang dun sa internet connection
hinde ko kasi alam kung kami ba or sila yun may problema pero, ayu nga na kahit na ganun
agad agad naman kami binabalikan so yun, so far wala ako recommendations, siguro isa pa,
siguro anu na lang sana mas marami doctor na available and yun oras nila sana mas convenient
yun anu nila availability and yun nga sa oras ng schedule nila.
INTERVIEWER: So ma'am overall experience po kung mas komportable nyo po gamitin?
PARTICIPANT: Yes, actually doon pa lang sa biyahe minsan dun pa lang kasi na stress ka na eh.
INTERVIEWER: So ayun po yun nagiging barriers ninyo maam kay pinili nyo po ang
telemedicine?
PARTICIPANT: actually anu eh, hindi ah before i know ayun nga may sakit nga nag spread nag
worry talaga ako paano mag papa check up buti na lang may telemedicine na nirecocomend or
nabanggit na teleconsult na lang instead of pumunta pa ng ospital kasi nga nakakatakot yun
time na yun. Actually, kahit naman ngayon kasi lalo ngayon diba dumadami yun case ngayon ng
covid 19 so for me its ahh mas prepared ko pa din yun telemedicine kasi mas ok naman siya.
INTERVIEWER: ahh in some point po ang telemedicine ay pwede ma recommend sa mga

kaibigan nyo po?
PARTICIPANT: yes actually, after kung gamitin everytime na meron nagkakasakit or meron may
gusto mag pa check up, kasi minsan may mga praning na ubo sipon pa ng lang ganun diba, sabi
why not to try yun teleconsult kasi ayun ok siya gamitin convenient talaga sya at makaka save
kapa ng pamasahe kasi diba hindi muna kailangan pumunta so ang kailangan mo na lang gawin
download yun apps `hahanapin mo lang kung anu yung nararamdaman mo, like nandun naman
yung mga choices sobrang friendly use naman yun apps nila and then yun din titingin ka lang
ng mga doctors na available then yun araw, yun time, ganun, tinitry din nila actually yun
teleconsult or yun telemedicine and that time ko lang nalaman na may ganyan pala eh. Pero di
ko lang sure noong wala pang covid meron ng teleconsult pero ayun very convenient, and very
helpful very effective.
INTERVIEWER: Ok po maam maraming salamat po maam sa lahat po ng pinag usapan natin ito
po maging pribado po so kami lang po ang nakakaalam ng pinag usapan natin so ang purpose
po ng ginawa natin interview is a reference lang po sa thesis namin so maraming salamat po ulit
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maam, at salamat po sa inyo pagpapa unlak.
PARTICIPANT: thank you din, goodluck sa research nyo.
INTERVIEWER: Thank you po.
INTERVIEW #7
INTERVIEWER: Good day po, sir. I am Danielle Anne de Leon. These are my groupmates po: Ms.
Aira Dominguez, Mr. Ireneo Desquitado, Mr. Nicky Dapitin, Ms. Joanna Bren De Leon, and Ms.
Aivee De La Cruz po, third year nursing students po kami from University of Perpetual Help
PARTICIPANT: Ok po.
INTERVIEWER: Thank you po. Pwede rin po ba naming i-record/video ang conversation natin,
mam?
PARTICIPANT: Sure.
on Telemedicine?
PARTICIPANT: based on my experience po, madali lang po maaccess ang telemedicine lalo napo
sa mga student or sa mga minor cases lang po na sakit, pwede po sya maccess through
appstore or apple store idodownload po so sobrang easy lang po para po mapabilis po yung
paggaling ng isang pasyente po.
INTERVIEWER: Ano pong apps ang ginamit nyo
PARTICIPANT: Konsulta MD po.
INTERVIEWER: Why did you choose this telemedicine service among others?
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PARTICIPANT: So nakita ko lang yung telemedicine through online and then I tried it po since
kailangan ko din po ng mabilis na gamutan nung time na yun and sarado na din po yung mga
clinic near sa house namin po, so parang nagtry lang po ako ng telemedicine para po makabili
na agad ng gamot. Sobrang less hassle since wala din kayong babayaran.
INTERVIEWER: Can you tell me about your experience with telemedicine during the CoVid-19
pandemic?
PARTICIPANT: So ang telemedicine po during covid 19 pandemic is sobrang accessible nya po

dahil po di mo na po kailangan lumabas pa para magpacheck up and ang mga clinic po kasi dito
malapit samin ay kailangan pa ng appointment and before po, hinddi po alam ng parents ko yun
since matanda na din po sila so kapag lalabas po sobrang hassle po para sa kanila , kaya po nag
try po kami ng telemedicine para po mas mapadali po yung pagpapacheck up ng lola ko po or
ng mga tita ko po or tito ko na may sakit po.
INTERVIEWER: Based on your experience, what are the struggles you encountered during the
consultation?
PARTICIPANT:So ang number 1 problem po is internet po, since mabagal yung internet may
possibility po na mag-lag yung call or mamatay yung call during consultation po. So that time
po, nagpaconsult po ko and mabagal po yung internet so medyo chappy po yung doctor na
nagcoconsult. Inuulit naman po nila if ever may question po kayo or may hindi kayo
naintindihan.
INTERVIEWER: During your consultation, what would you consider the advantages of
telemedicine?
PARTICIPANT: During my consultation po, sobrang laking advantage po na meron silang reseta
na pinipresent and sinisend po sa inyo through pdf na din po sya and isesend po nila through
telemedicine din po. And then, idodownload mo na lang po yun and then ipapakita mo po sya
since ang mga mercury drugs and other drug store po, di po sila nagbebenta ng gamot ng wala
pong reseta. So, kailangan po ng reseta and sobrang laking advantage po na may pinipresent
ang telemedicine na reseta para po sa kung ano man pong gamot na para sa inyo.
INTERVIEWER: Were your medical needs fully met by the telemedicine service you availed?
PARTICIPANT: Naprovide naman po nila yung help na kailangan namin. Natutuwa po ko dahil
madali lang po syang iaccess,snce idodownload mo lang po sya and magwawait lang po kayo
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ng doctor na available para po macheck up kayo at makausap kayo, mabigyan po kayo ng reseta
na pwede po kayong makabili gamot.
INTERVIEWER: Would you still use telemedicine services instead of going to an actual clinic or
hospital for consultation?
PARTICIPANT: Yes po, kasi po as a student po mas madaling magcontact sa mga telemedicine
since wala po kaming time para po magpacheckup dahil ang klase po namin eh simula morning
until afternoon which is sarado na po yung mga clinic.
INTERVIEWER: What are your suggestions to improve telemedicine for future use in the field of
healthcare.
PARTICIPANT: Isa lang po masusuggest ko para po sa improvement ng telemedicine, dahil ang

internet dito sa pilipinas ay di naman po ganon kabilis so ang masusuggest ko po ay sana may
offline din po ang telemedicine para po sa mga Filipino na walang pong pang internet or walang
internet sa bahay.
INTERVIEWER: That’s all of my questions po, sir, thank you po for your time.
INTERVIEW #8
INTERVIEWER: Good day po, mam. I am Danielle Anne de Leon. These are my groupmates po:
Ms. Aira Dominguez, Mr. Ireneo Desquitado, Mr. Nicky Dapitin, Ms. Joanna Bren De Leon, and
Ms. Aivee De La Cruz po, third year nursing students po kami from University of Perpetual Help
PARTICIPANT: Opo.
mam?
PARTICIPANT: pwede po.

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on Telemedicine?
PARTICIPANT: For me napakaconvenient nya since hindi mo na kailangan lumabas ng bahay

and di mo na din kailangan pumila ng napkahaba, tapos di mo na din kailangan gumastos ng
pamasahe papuntang hospital. Tapos napaka accessible nya pa since kailangan mo lang is
cellphone and internet para makapag appointment sa doctor mo and kahit nasan ka man pwede
mong makausap yung doctor mo and consult about your health.
PARTICIPANT: pinili ko yung Konsulta MD since madali syang gamitin and super accessible sila
kase 24/7, pwede kang magconsult sa kanila and then pwede ka din magpadeliver ng mga
medicines.
INTERVIEWER: Can you tell me about your experience with telemedicine during the CoVid-19
pandemic.
PARTICIPANT: During Covid-19 pandemic, napakalaking tulong sakin ng telemedicine kase nga
di na ko kailangan lumabas pa ng bahay tapos napakadali nya lang gamitin, click click ka lang
and then, sagutan mo lang yung mga tanong sayo ng doctor mo kung ano yung masakit sayo.
consultation?
PARTICIPANT: siguro yung struggle lang sa online consultation is yung pag eexplain ng kung
anong masakit sayo, kung gaano kasakit di ba kasi inaano nila yung pain level, kunware sa
sakit ng ipin, tatanungin ka nila unlike pag sa personal makikita nila through your actions and
machecheck up talaga ng masinsinan yung katawan mo.
INTERVIEWER: During your consultation, what would you consider the advantages of
telemedicine?
PARTICIPANT: For me, yung advantage ng telemedicine talaga is yung convenience and safety
since di mo na lumabas ng bahay, tapos di mo na kailangan humarap sa napakahabang pila,
tapos accessible pa sya anytime and anywhere you are.
INTERVIEWER: Were your medical needs fully met by the telemedicine service you availed?
PARTICIPANT: For me, maayos naman nilang naprovide yung mga medical care na kailangan
ko since nadiagnose naman nila kung ano yung sakit ko and nabigay naman nila yung mga
medicines or mga kailangan kong gawin para gumaling ako. And yon, gumaling naman ako.
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INTERVIEWER: Would you still opt for telemedicine services instead of going to an actual clinic
or hospital for consultation?
PARTICIPANT:For me, mas prefer ko pa rin magpacheck up sa actual clinic or hospital kahit
napaka convenient ng telemedicine kasi for me, mas malalaman ng doctor kung paano ka ida-
diagnose eh kapag sa actual, tsaka minsan kasi pag through online lang, mahihirapan kang na i
identify yung masakit sa yo unlike sa in person i guguide ka talaga ng doctor kung paano mo i
identify yung mga masasakit sa katawan mo.
INTERVIEWER: What are your suggestions to improve telemedicine for future use in the field of
healthcare?
PARTICIPANT:yung suggestions ko lang is sana mas maguide pa nila ng mas mabuti yung mga
patients nila and sana mas dumami pa yung mga telemedicines, para mas madami pang
makakagamit.
INTERVIEWER: That’s all of my questions po, mam, thank you po for your time.
INTERVIEW #9
INTERVIEWER: Good day po, ma’am. My name is Nicky Dapitin. These are my groupmates po:
Ms. Aira Dominguez, Mr. Ireneo Desquitado, Ms.Joanna Bren de Leon, Ms. Danielle Anne De
Leon, and Ms. Aivee De La Cruz po. We are third year nursing students po kami from University
of Perpetual Help Laguna. So, andito po kami para magconduct ng interview para po sa
research naming na entitled “The Lived Experiences of Patients who used Telemedicine During
the Covid-19 Pandemic.” So, ask ko lang po kung pwede kayong mainterview po, ma’am?
PARTICIPANT: Sure, .
INTERVIEWER: Pwede rin po ba namin i-record ang conversation natin po, ma’am?
PARTICIPANT: Of course, no problem.
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PARTICIPANT: Telemedicine has been very helpful in providing a platform for doctor-patient
interaction, saving time and resources to conduct regular consultations, especially during peak
Covid-19 pandemic.
PARTICIPANT: I chose telemedicine service at the time mainly because it was during peak
Covid-19 pandemic, as visiting hospitals were very risky and unsafe... to avoid physical contact
essentially, that's why.
INTERVIEWER: Can you tell me about your experience with telemedicine during the Covid-19
pandemic?
PARTICIPANT: I only did schedule for a consultation twice at the time. Creating an account and
filling in details such as payment method were fairly straightforward. Scheduling for a
consultation and all the following bits and pieces only took a matter of a few minutes, though I
needed to set up a third-party software to use as a platform for the on-call consultation.
Schedule confirmation and payment validation through the doctor-secretary were also
necessary prior to the doctor-patient meet.
INTERVIEWER: Based on your experience, what are the struggles you encountered during
the consultation?
PARTICIPANT: It was certainly the noise in the audio during the video call that made the
communication process difficult. I was having a hard time understanding my doctor's
instructions and other explanations regarding my case because of her broken audio... most
likely caused by her unstable internet connection.
INTERVIEWER: During your consultation, what would you consider the advantanges of
telemedicine?
PARTICIPANT: Well, of course, it's time-saving as consultations can be done anytime...

anywhere.
Ease of transactions as payment through my health card was done swiftly in just a few clicks of
a button
Generally, in my opinion, telemedicine is very advantageous for people who wants to save time
for a regular check up, maybe just a one-time consultation for the most common diseases... and
for patients looking for, perhaps, a particular doctor in a specific field that is maybe unavailable
near the patient's location... to consult about an uncommon case.
INTERVIEW #10
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INTERVIEWER: Good day po, mam. I am Aira Dominguez . These are my groupmates po: Mr.
Ireneo Desquitado, Mr. Nicky Dapitin, Ms. Joanna Bren De Leon, Ms. Danielle Anne De Leon,
and Ms. Aivee De La Cruz po, third year nursing students po kami from University of Perpetual
Help Laguna. So, andito po kami para mag-conduct ng interview para sa research naming
entitled “The Lived Experiences of Patients who used Telemedicine During the COVID-19
Pandemic.” So, ask ko lang po kung puwede kayong ma-interview po, sir?
PARTICIPANT: sure no problem.
mam?
PARTICIPANT: yes.
on Telemedicine?
PARTICIPANT: telemedicine? Uhmm malaking tulong sya actually nun pandemic lalo na bawal
lumabas kase mataas yun cases ng covid. Gamit na gamit sya nun pandemic dahil no choice
tayo kundi magpa online consultantation diba? Lahat naman ay nag benefit.
PARTICIPANT: pinili ko ang telemedicine kase takot din ako mahawaan ng covid and sa bahay
lang naman hindi mo na need mag travel ng ilang minutes or hours para lang makapunta ka ng
hospital unlike pag nasa bahay ka chill kalang hihintayin mo nalang yun doctor mo pumasok sa
zoom link na binigay sayo.
INTERVIEWER: Can you tell me about your experience with telemedicine during
the Covid-19 pandemic?
PARTICIPANT: ayun nga tulad ng sabi ko kanina mas nakaka save ako ng time, super helpful at
napakadali nya lang gamitin basta may maayos ka signal para tuloy tuloy yun interview sayo.
INTERVIEWER: during your consultation nyo po satisfy po ba kayo or nabigay naman po yun
needs nyo?
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PARTICIPANT: actually yes imagine online consultation pero ginawa padin nila yun best para
mabigay yun need or maccess yun nararamdaman namin.
consultation?
PARTICIPANT: siguro yun laboratories and assessment kase nga nasa bahay lang paano
magagawa yun mga laboratories and assement na need para masure kung tama bayun
diagnose sayo ng doctor so far yun lang naman. Kase that time abdominal pain yun pinaconsult
ko
INTERVIEWER: During your consultation, what would you consider the advantanges of
telemedicine?
PARTICIPANT: malaki nasasave na time and hindi mo na need lumabas/ pumunta hospital para
pumila ng napakahaba para magpacheck up and very accesible sya sa lahat ng gadgets basta
may wifi ka.
INTERVIEWER: Would you still opt for telemedicine services instead of going to an actual clinic
or hospital for consultation?
PARTICIPANT: for me yes lalo na busy person ako wala na ako time para pumunta hospital para
magpacheck not unless need talaga need or very emergency cases kase pag online consultation
anywhere pwede mo makausap sila for consultation.
INTERVIEWER: ahh okay po mam, how about your payment naman po mam thru gcash or bank
transfer po?
PARTICIPANT: thru bank transfer para mabilis.
PARTICIPANT: Alright, Thank you.

142
COLLEGE OF NURSING
CURICULLUM VITAE
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COLLEGE OF NURSING
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COLLEGE OF NURSING
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COLLEGE OF NURSING

Research - Group 7B

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Research - Group 7B

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UNIVERSITY OF PERPETUAL HELP- DR. JOSE G.

TAMAYO MEDICAL UNIVERSITY

THE LIVED EXPERIENCES OF PATIENTS THAT USED

An Undergraduate Study Presented to The

RECOMMENDATION FOR ORAL EXAMINATION

This undergraduate thesis entitled: “THE LIVED EXPERIENCES OF

APPROVAL BY THE PANEL OF EXAMINERS

Approved by the committee on Oral Examinations with a grade of

Accepted and approved in partial fulfillment of the requirements for the

The researchers would like to express their heartfelt appreciation to the

First and foremost, ...

Title : “THE LIVED EXPERIENCES OF PATIENTS THAT USED

Patients play a crucial role in the realm of telemedicine as the recipients of

telemedicine services. Therefore, comprehending their lived experiences becomes

with optimal healthcare. Telemedicine emerged as the most convenient and

telemedicine during the Covid-19 pandemic. Participants express a favorable

perception of telemedicine, citing its accessibility, convenience, and contribution to

the transformative role of telemedicine in enhancing patient health. (2) Alongside

the positive experiences, participants share challenges encountered during

telemedicine consultations. Notable issues include limitations on physical

examinations or procedures, reflecting the constraints of remote healthcare

assessments. Additionally, challenges related to the lack of internet connection and

delayed responses from healthcare providers are identified. These challenges

underscore the existing limitations of telemedicine, contributing valuable insights

Pandemic: Despite the challenges, the study highlights significant benefits

associated with telemedicine in the context of the COVID-19 pandemic. These

advantages encompass enhanced safety measures, cost-effectiveness, effective

communication channels between patients and healthcare providers, and the

elimination of travel time. The identification of these benefits positioned

telemedicine as a promising avenue for improving healthcare delivery, particularly

enhance overall patient experiences.

1 THE PROBLEM AND ITS BACKGROUND

Statement of the Problem 7

Assumption of the Study 7

Scope and Delimitations 8

Significance of the Study 9

2 REVIEW OF RELATED LITERATURE

The Great Demand for Telehealth and Telemedicine 13

Telehealth: Defining the 21st Century Care 15

The Various Types of Telehealth Services 16

The Primary Role of Telemedicine in COVID-19 Pandemic 17

Telemedicine Status in Different Countries 18

The Emergence of Telehealth in the Philippines 20

The Role of Telemedicine in the Philippines 21

Synthesis of the Reviewed Literature 22

Gaps that the Present Study will Bridge 26

Participants of the Study 28

Instrumentation and Validation 29

4 RESULTS AND DISCUSSION

I. The Experiences of Patients in Using Telemedicine during the 35

II. Challenges Experienced by the Patient during the Consultation 49

III. Benefit of Telemedicine during the Covid-19 Pandemic 56

5 SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS

APPENDIX A (Research Instrument)

APPENDIX B (Letter to the Dean of the College of Nursing)

APPENDIX C (Thematic Anaylsis)

APPENDIX D (Interview Transcript)

2 Choosing Telemedicine Service Among Others 39

3 Problems Encountered during the Consultation 49

4 Advantages of Telemedicine during Consultation 56

1 Dorothea Orem’s Model of Self-Care Theory 4

3 Colaizzi's Method of Data Analysis 32

THE PROBLEM AND ITS BACKGROUND