The COVID-19 pandemic dramatically reshaped healthcare delivery worldwide, propelling telemedicine from a supplementary option to a primary mode of care, particularly in primary healthcare settings (1). This transformation was necessitated by lockdowns, social distancing mandates, and the need to minimize viral exposure among vulnerable populations and healthcare professionals (2). Telemedicine emerged as an effective solution to ensure continuity of care, offering remote consultations through video, audio, and text-based platforms.

The post-pandemic period, however, presents new challenges and opportunities. With the easing of restrictions and resumption of physical consultations, the long-term role of telemedicine in primary care is under scrutiny. Evaluating its utilization and patient satisfaction is crucial to inform future healthcare models. Recent studies have indicated that while telemedicine improves access and convenience, concerns remain regarding the lack of physical examination, diagnostic limitations, and technological disparities among patient groups (3,4).

Patient satisfaction is a critical indicator of healthcare quality and directly influences the acceptance and sustainability of telemedicine services. Parameters such as communication quality, ease of use, wait times, and perceived effectiveness significantly affect patient perception and future engagement with virtual care platforms (5). However, limited data exist on how these factors play out in the post-COVID era, especially in resource-limited or semi-urban primary care settings.

This study aims to evaluate the current utilization patterns of telemedicine in primary care and assess patient satisfaction in the post-COVID context. The findings will help identify strengths, address barriers, and guide policy decisions for integrating telemedicine into routine healthcare services sustainably.

This cross-sectional descriptive study was conducted over a four-month period at five primary healthcare centers located in both urban and semi-urban regions. The study aimed to evaluate telemedicine usage patterns and patient satisfaction in the post-COVID-19 era.

Study Population and Sampling

Adults aged 18 years and above who had attended at least one telemedicine consultation in the previous six months were considered eligible. Patients were selected using stratified random sampling to ensure representation across different age groups, genders, and locations. A total of 400 participants were enrolled after obtaining informed consent.

Data Collection Tool

A structured, pre-validated questionnaire was used to collect data. The questionnaire consisted of three sections: (1) demographic information (age, gender, education, and location), (2) telemedicine usage details (number of visits, type of consultation), and (3) patient satisfaction parameters assessed using a 5-point Likert scale covering ease of access, communication with the physician, technical quality, and overall experience.

Telemedicine Platforms

The consultations were conducted using standard telemedicine platforms approved by the National Digital Health Mission, including video, audio, and text-based services depending on the patient's preference and accessibility.

Data Analysis

Data were entered and analyzed using SPSS version 26. Descriptive statistics were used to summarize demographic and satisfaction data. Categorical variables were expressed as frequencies and percentages, while continuous variables were reported as mean ± standard deviation. The Chi-square test was used to identify associations between demographic factors and satisfaction levels. A p-value less than 0.05 was considered statistically significant

A total of 400 patients participated in the study, with a mean age of 42.3 ± 13.5 years. Female participants constituted 58% (n = 232), while 42% (n = 168) were male. The majority of the respondents (65.5%) resided in urban areas, and 34.5% were from semi-urban regions. Most participants (72.5%) reported having more than one telemedicine consultation in the past year.

Table 1 presents the demographic profile of the study participants. The highest number of users fell within the age group of 31–50 years (46.5%), followed by 18–30 years (28%).

Table 1: Demographic Characteristics of Participants (n = 400)

Most respondents rated their telemedicine experience positively. As shown in Table 2, 78.2% of participants reported overall satisfaction as either “good” or “very good.” Time-saving and ease of scheduling were the most appreciated aspects, with 88.6% and 82.3% satisfaction rates, respectively. However, 21.4% of patients expressed dissatisfaction due to lack of physical examination.

Table 2: Patient Satisfaction Domains (n = 400)

A statistically significant association was found between patient satisfaction and the 31–50-year age group (p = 0.03), indicating higher acceptance among this demographic group (Table 2). The analysis suggests that middle-aged adults found telemedicine more convenient compared to other age categories.

The present study evaluated the utilization and satisfaction levels associated with telemedicine in primary care settings during the post-COVID era. Our findings indicate that telemedicine remains a widely accepted mode of healthcare delivery, especially among adults aged 31–50 years, aligning with earlier reports that highlighted a preference for digital health platforms among working-age individuals due to convenience and time-saving benefits (1,2).

A notable proportion (72.5%) of participants had used telemedicine more than once in the previous year, demonstrating sustained engagement with virtual care services beyond the pandemic. This trend is consistent with studies conducted in similar urban and semi-urban settings, which revealed an increasing reliance on teleconsultations for follow-up care, chronic disease management, and minor illnesses (3,4). Ease of access (82.5%) and time efficiency (88.6%) emerged as the most valued features in our cohort, echoing prior findings that emphasized these factors as key contributors to patient satisfaction (5,6).

The satisfaction rate observed in this study (78.2% reporting good to very good experience) compares favorably with post-pandemic evaluations from other countries, including a study in the United States that reported 76% patient satisfaction with telehealth services (7). Similarly, research in India and other South Asian nations has highlighted positive responses, particularly in urban populations with reliable internet access and digital literacy (8,9). However, technological challenges persist, as reflected by 21.4% of participants citing concerns regarding the inability to undergo physical examinations—a commonly reported limitation in telemedicine (10,11).

Our results also revealed that satisfaction levels were significantly associated with age, particularly among those aged 31–50 years. This is supported by global data suggesting that middle-aged adults are more likely to adapt to digital health services due to work-life demands, technological familiarity, and healthcare needs related to chronic conditions (12,13). On the other hand, older adults may face barriers such as limited digital literacy or discomfort with virtual interfaces, leading to reduced satisfaction (14).

The communication quality with physicians was rated positively by 74.5% of respondents, indicating the potential for building trust and rapport even in remote consultations. However, the lack of physical touch, limited diagnostic scope, and variability in technical infrastructure remain challenges that require strategic attention (15).

Telemedicine continues to be a widely accepted and effective tool in primary care during the post-COVID era, with high patient satisfaction driven by convenience and accessibility. Addressing limitations such as the lack of physical examination and enhancing digital literacy will be essential for its sustained integration into routine healthcare delivery.

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