The study examines patient satisfaction and challenges experienced by users of DOC2US, a telehealth platform that has transformed healthcare delivery, especially during the pandemic. The research addresses critical issues such as the platform’s usability, its impact on patient satisfaction, and the barriers hindering its widespread adoption. The primary objective is to assess user experiences and satisfaction levels, identify the challenges faced, and provide actionable insights for improving the service. The novelty of this research lies in its focus on telehealth platforms, particularly in the post-pandemic context, and the comparison between different age groups’ satisfaction levels with digital healthcare services. A quantitative research methodology was employed, using a structured questionnaire to collect data from a stratified random sample of users over the past six months. The findings reveal an overall high satisfaction rate, with an average score of 4.1 on a 5-point Likert scale, largely attributed to effective communication and convenience. However, challenges related to scheduling and data privacy emerged as significant issues. Younger users expressed higher satisfaction compared to older users, who encountered more technological difficulties. The results are further contextualized by a SWOT analysis, highlighting DOC2US’s strengths in accessibility and convenience, its weaknesses in technical support and privacy concerns, opportunities in expanding digital literacy, and threats from competing traditional healthcare models. The study’s findings have implications for digital healthcare providers, emphasizing the need for targeted digital marketing strategies, improvements in scheduling systems, and enhanced data privacy measures to increase user retention and loyalty. Limitations of the study include the cross-sectional design and potential bias in self-reported satisfaction. Future research should explore longitudinal studies and investigate broader user demographics to assess long-term satisfaction and service adoption.

• Artificial Intelligent in Healthcare

• Digital Marketing Engagement

• Telehealth

• E-Health Platform

• Telemedicine

Wah JNK (2025) An In-Depth Analysis of Patient Satisfaction and the Multifaceted Challenges Encountered in the Utilization of E-Health Platforms in Malaysia: A Telehealth Case Study. Comput Sci Eng 4(1): 1013.

Telemedicine has significantly transformed the healthcare landscape, particularly in response to the COVID-19 pandemic, with platforms like DOC2US playing a crucial role in facilitating remote consultations and expanding access to healthcare services, especially for underserved populations [1]. This shift to digital health solutions has been a critical development, as it has enabled healthcare delivery without the constraints of physical visits, reducing the burden on traditional healthcare systems and improving access for those in rural or remote areas. However, as telemedicine adoption continues to rise, it becomes increasingly important for healthcare professionals and policymakers to understand patient satisfaction levels and identify the challenges faced by users in utilizing these platforms [2]. The objective of this study is to assess user experiences with DOC2US by focusing onpatient satisfaction across various demographic groups, and to uncover barriers that affect user engagement. By employing quantitative methodology, the research seeks to generate data that can inform strategies for improving telehealth services and help integrate these solutions more effectively into contemporary healthcare systems [3].

While the growth of telemedicine platforms like DOC2US has facilitated greater access to healthcare, especially during the COVID-19 pandemic, users often face significant challenges, including technical issues, privacy concerns, and difficulties with scheduling [3]. These challenges can detract from the overall user experience, potentially lowering satisfaction rates and limiting the full potential of telemedicine. Additionally, patient demographics, such as age, education level, and digital literacy, play a pivotal role in how users interact with these platforms and can influence their overall satisfaction. For example, older patients or those with limited technical knowledge may struggle with platform navigation or have concerns about data security, while younger and more tech-savvy individuals may encounter fewer barriers.

Recognizing and addressing these demographic differences is essential for enhancing the quality of care and ensuring that telehealth solutions meet the diverse needs of all patients. This study, through its focus on user satisfaction and the challenges encountered by DOC2US users, provides critical insights into how telemedicine services can be refined to improve patient outcomes and ensure continued relevance in modern healthcare. As telehealth continues to evolve, understanding patient satisfaction and overcoming technical and privacy barriers will be key to maintaining the sustainability and effectiveness of digital healthcare solutions. The findings from this research can also help healthcare providers and technology developers improve their platforms to better serve patients and enhance the overall patient experience.

Furthermore, the study underscores the importance of tailoring digital health solutions to the unique needs of different demographic groups, ensuring that all patients, regardless of their background, have access to efficient and secure healthcare. Ultimately, this study aims to provide actionable recommendations for telemedicine services to thrive in a post-pandemic healthcare environment, where digital solutions are expected to play an increasingly central role in healthcare delivery. The scope of this study is focused on evaluating patient satisfaction and identifying the challenges faced by users of DOC2US, a telemedicine platform that has gained prominence, particularly during the COVID-19 pandemic, as a convenient and accessible healthcare solution. Using a quantitative research methodology, the study aims to collect empirical data from a stratified random sample of users to assess their experiences with the platform. The primary goal is to understand the varying levels of patient satisfaction across different demographics, including factors such as age, education, and technological proficiency, and how these differences influence user perceptions of the service.

By addressing these demographic factors, the research hopes to uncover patterns in user satisfaction and the specific barriers that different groups face when using telemedicine platforms. This approach is novel as it integrates the analysis of demographic influences with telehealth satisfaction, providing a more nuanced understanding of how various patient groups interact with digital health solutions. The study will also delve into the technical challenges, privacy concerns, and scheduling issues that users may encounter, which have been frequently reported as significant obstacles in telemedicine adoption [3]. Understanding these challenges and how they vary across patient groups will enable healthcare providers to better cater to the needs of their diverse clientele. This research will contribute to the growing body of knowledge on telemedicine by not only assessing satisfaction levels but also by offering specific, actionable recommendations for improving user experiences and optimizing service delivery. The findings are expected to be valuable for healthcare policymakers, telehealth providers, and technology developers who are working to enhance the efficacy and accessibility of digital healthcare platforms [4]. The novelty of this research lies in its focus on DOC2US and its combination of demographic insights with user satisfaction and challenges, providing a comprehensive analysis that can guide future improvements in telehealth services. By identifying the critical factors that affect user engagement and satisfaction, the study aims to inform strategies that can improve telemedicine adoption, ensure patient retention, and ultimately contribute to better healthcare outcomes. Furthermore, the study’s focus on patient satisfaction will help bridge the gap between technological innovation and healthcare delivery, ensuring that digital health solutions remain relevant, effective, and accessible to all users, regardless of their background or technological expertise. Through its empirical data, this research will offer key insights into the sustainable integration of telehealth services into the future of healthcare delivery.

Telemedicine has significantly transformed the delivery of healthcare services, especially in response to increasing demand for accessible and efficient medical care. DOC2US, a telehealth platform that connects patients with healthcare providers remotely, exemplifies this innovation, offering a convenient solution for individuals unable to access traditional in-person healthcare. This literature review analyzes recent studies focusing on DOC2US and other comparable telemedicine platforms, with an emphasis on their effectiveness, patient satisfaction, and the challenges encountered during implementation. As the healthcare landscape continues to evolve, it is essential for both healthcare practitioners and policymakers to gain a deep understanding of these factors to enhance healthcare access and improve the quality of care [1]. One study by Henson et al., highlights the positive impact of telemedicine platforms, demonstrating that they can significantly reduce hospital readmissions and facilitate better chronic disease management.

This systematic review points out that telemedicine platforms like DOC2US contribute to improving healthcare access, particularly for underserved populations, by eliminating barriers such as geographical distance and limited financial resources. By offering remote consultations, DOC2US enables individuals in rural or economically disadvantaged areas to receive timely care without the need for travel, reducing the burden on both patients and healthcare systems. Furthermore, DOC2US has shown promise in improving healthcare delivery by streamlining communication between patients and providers, leading to quicker diagnoses, better disease monitoring, and more personalized treatment plans. However, despite these advantages, challenges persist in the implementation and widespread adoption of telemedicine services. A few studies, including those by Antwi et al. [3], have pointed to common issues such as technical difficulties, concerns over data privacy, and difficulties in scheduling consultations as barriers to the full realization of telemedicine’s potential. Additionally, while patients generally report high satisfaction with the convenience and accessibility of these platforms, the digital divide remains a significant issue, as patients with limited technological proficiency or access to devices may struggle to effectively use telemedicine services. As such, understanding the demographic and technological factors that influence telemedicine usage is vital in addressing these challenges and ensuring that digital health solutions like DOC2US are accessible to a wider population.

Moreover, as telemedicine continues to integrate into mainstream healthcare systems, the evolving regulatory environment and the need for secure, robust digital infrastructure will be critical in shaping its future success. Policymakers must also prioritize addressing concerns related to reimbursement models and the integration of telemedicine services into existing healthcare systems. The ability of platforms like DOC2US to enhance healthcare access, particularly for those in underserved areas, underscores the transformative potential of telemedicine. However, to ensure that these platforms achieve their full potential, further research is needed to refine their implementation strategies, address patient concerns, and enhance the user experience, ensuring the continued relevance of telemedicine in the modern healthcare landscape. A meta-analysis by O’Reilly et al., revealed that telehealth interventions led to significant improvements in clinical outcomes across various health conditions, including mental health disorders, diabetes, and hypertension. This finding is particularly relevant considering the COVID- 19 pandemic, which accelerated the widespread adoption of telemedicine. As healthcare systems faced unprecedented challenges, telemedicine platforms like DOC2US became instrumental in providing continuous, timely medical consultations, thereby facilitating more efficient management and tracking of chronic diseases and mental health conditions. The flexibility of platforms like DOC2US, which allow for remote consultations, empowers patients to access healthcare services without the need for in-person visits, reducing barriers such as long waiting times, travel, and limited access to healthcare facilities, especially in underserved or rural areas.

This is crucial for improving disease management, as timely consultations help patients better track their symptoms and adhere to treatment plans. Additionally, the capacity for regular follow-ups and monitoring through telemedicine fosters long-term health improvements by promoting consistent care. By enabling healthcare providers to track patient progress and make necessary adjustments to treatment regimens, telemedicine ensures that patients receive comprehensive care throughout their healthcare journey. The evidence from O’Reilly et al., underscores the crucial role telemedicine plays in addressing both immediate healthcare needs and facilitating ongoing health management. DOC2US serves as a vital tool in maintaining continuity of care during times of crisis, such as the COVID-19 pandemic, while also contributing to long-term health improvements. This positions telemedicine as an essential component of modern healthcare systems, offering both immediate solutions and sustained benefits to patients and healthcare providers alike [1].

Patient satisfaction is a critical determinant in the overall effectiveness of telemedicine services, directly impacting their adoption and continued use. Research by Hussain et al., demonstrated that users of the DOC2US telehealth platform reported high levels of satisfaction, largely due to the convenience and accessibility that virtual consultations provide. The study, which utilized a mixed- methods approach, highlighted that participant greatly appreciated the reduction in travel time and the ability to access healthcare from the comfort of their homes, which minimized the need for in-person visits. This finding was corroborated by a survey from Smith et al., which revealed that 85% of participants had positive experiences with telehealth services. Key factors contributing to these high satisfaction rates included easy scheduling, shorter waiting periods, and effective communication with healthcare providers, all of which enhance the overall user experience. Additionally, the ability to receive care without the traditional barriers of time and travel further contributed to positive perceptions of telemedicine. Importantly, patients also valued the continuity of care that telemedicine provides, which strengthens the relationship between patients and healthcare providers. This continuity is crucial, as it fosters trust and improves the likelihood of adherence to treatment plans.

As patients increasingly embrace virtual consultations, platforms like DOC2US can expand their offerings, incorporating additional services such as mental health support and chronic disease management. These services not only cater to a broader spectrum of patient needs but also contribute to improved patient outcomes by providing continuous and personalized care. Such advancements are essential in enhancing patient satisfaction and encouraging prolonged utilization of telemedicine services. Overall, the growing satisfaction with telemedicine underscores its potential to revolutionize healthcare delivery, offering a more accessible, efficient, and patient-centered approach to healthcare that meets the evolving needs of patients. While telemedicine services like DOC2US offer numerous advantages, their widespread implementation faces several challenges that hinder their full potential. Research by Ahmed et al., identifies several key obstacles, including technological literacy, data privacy concerns, and reimbursement issues. One of the primary challenges is the lack of technological literacy among potential users, particularly older adults, who may not possess the necessary skills to navigate telehealth platforms effectively. This creates a barrier to access, especially for senior populations who could greatly benefit from telemedicine’s convenience.

As a result, despite the advantages of virtual consultations, there is a risk that certain demographic groups may be excluded from these services. In addition to technological barriers, concerns regarding data privacy are a significant deterrent for both patients and healthcare providers. Patients are often apprehensive about sharing sensitive health information over the internet, which can undermine trust in telemedicine services and limit their adoption. Data breaches or unauthorized access to medical records are major concerns that healthcare providers must address to foster patient confidence. Furthermore, issues surrounding reimbursement present another obstacle to the widespread use of telemedicine. Inconsistent or limited insurance coverage for telehealth services can discourage both providers and patients from fully engaging with platforms like DOC2US, as the financial aspects of care are not always guaranteed. This reimbursement uncertainty can also deter healthcare providers from adopting telemedicine platforms, as they may fear financial loss due to lack of coverage. Beyond these technological and financial hurdles, a qualitative study by Lichtenstein et al., emphasizes the importance of training healthcare providers in telemedicine to ensure effective communication and high-quality patient care. Without proper training, healthcare professionals may struggle to navigate the unique aspects of virtual consultations, potentially leading to miscommunications and reduced patient satisfaction. Training is also essential for fostering patient trust, as patients are more likely to engage with telemedicine services if they feel their providers are competent in using the technology.

Addressing these challenges is crucial for improving the overall user experience and expanding the reach of telemedicine services like DOC2US. By overcoming technological, financial, and educational barriers, telehealth platforms can better serve diverse populations and deliver high- quality healthcare. Additionally, employing a SWOT analysis framework can provide valuable insights for evaluating DOC2US’s digital marketing strategies and identifying areas for improvement. The SWOT analysis, first introduced in the 1960s, remains a powerful tool for assessing internal strengths and weaknesses, as well as external opportunities and threats. The tool’s widespread adoption in the 1980s and 1990s has made it an essential component in strategic decision-making for various industries. For DOC2US, conducting a SWOT analysis will help pinpoint areas where the platform can enhance its digital marketing efforts and address the implementation challenges it faces. By leveraging these insights, DOC2US can improve its services, enhance user satisfaction, and promote the long-term success of telemedicine in modern healthcare systems.

Table 1 shows SWOT analysis of Doc2Us, when compared to its competitors, reveals both strengths and weaknesses as well as significant opportunities and threats that the platform faces in the telemedicine industry. One of the primary strengths of Doc2Us is its unique offerings, which set it apart from other telehealth services. The platform’s distinct services are likely a result of innovations that enhance the patient’s experience, potentially including specialized features or more tailored care models not found with other competitors. Additionally, the potential for strategic partnerships is another notable strength, as collaborations with healthcare providers, technology firms, or insurance companies could provide increased access, credibility, and service expansion. These partnerships could also strengthen Doc2Us’s market position by enabling it to deliver more comprehensive, integrated services. However, despite these strengths, Doc2Us faces weaknesses, particularly in brand recognition. Compared to its more established competitors, Doc2Us may have limited visibility in the market, which could hinder user trust and slow its adoption rate, especially in a competitive industry like telemedicine.

Table 1: SWOT Analysis on Doc2Us with its Competitors

Strength	Weaknesses
· Unique Offerings · Partnership’s potentials	· Brand Recognition · Service Range
Opportunities	Threats
· Market Differentiation · Expansion Potential	· Increased Competition · Regulatory Scrutiny

Brand recognition is a critical element for gaining a larger share of the market and attracting new users. Another weakness is the platform’s service range, which might be narrower than that of larger competitors who offer a more extensive array of services across various healthcare domains. This limitation may restrict Doc2Us’s ability to cater to a wider range of patients, thereby limiting its growth potential within certain markets or demographics. Moving to opportunities, Doc2Us is in a strong position to capitalize on market differentiation. As telemedicine continues to grow and evolve, platforms that offer distinct services or address specific needs, such as specialized healthcare for underserved communities or niche medical specialties, can effectively differentiate themselves from competitors. The platform’s ability to provide a unique user experience could appeal to both patients and healthcare providers, especially if it focuses on areas where competitors are lacking. Expansion potential is another significant opportunity for Doc2Us, particularly given the rapid growth of telemedicine post- COVID-19. Expanding its market reach by entering new regions or forming partnerships with international healthcare providers could increase its footprint and user base. This expansion could also involve diversifying services to attract different demographic groups, such as elderly users or individuals with chronic conditions, thus increasing both patient satisfaction and loyalty. However, Doc2Us faces several threats, including increased competition. As the telemedicine market grows, more platforms are emerging, each offering similar services or vying for market share. This rising competition means that Doc2Us must continually innovate and refine its offerings to maintain its competitive edge. Regulatory scrutiny is another threat that could impact Doc2Us, particularly as telemedicine services are subject to various national and international regulations regarding patient privacy, data security, and medical licensing. As governments and healthcare bodies continue to develop and enforce telemedicine regulations, platforms like Doc2Us may face challenges in navigating these legal frameworks, especially if they expand into new markets with different regulatory environments.

This scrutiny could lead to increased compliance costs or limitations on the services offered, potentially slowing down growth or requiring significant operational adjustments. In conclusion, while Doc2Us has substantial strengths and opportunities that could propel its growth, the platform must address its weaknesses and remain vigilant against the threats posed by increased competition and regulatory challenges. Similarly, Doc2Us has successfully integrated blockchain technology into its core operations, setting it apart from competitors in the digital healthcare space. This innovative approach to secure data management and e-prescribing addresses critical concerns in the healthcare industry, particularly regarding patient data privacy and the integrity of medical records (Tran et al., 2024). By leveraging blockchain, Doc2Us ensures that patient information and prescription details are stored in a tamper-proof, decentralised system.

This not only enhances security but also improves the overall efficiency of healthcare delivery. The implementation of blockchain for e-prescribing reduces the risk of prescription fraud and errors, potentially leading to better patient outcomes and increased trust in the platform [5]. Doc2Us has strategically collaborated with major technology companies such as partnerships with leading cloud computing providers like Amazon Web Services and Microsoft Azure. These partnerships significantly enhance the platform’s technological capabilities and provide a substantial competitive advantage. By aligning with industry leaders, Doc2Us gains access to cutting-edge technologies, expertise, and resources that may be out of reach for smaller competitors. The partnership with Microsoft, for instance, could involve leveraging advanced cloud computing services, artificial intelligence capabilities, or cybersecurity solutions.

Such collaborations not only improve the platform’s performance and feature set but also lend credibility to Doc2Us in the eyes of potential users and investors. These partnerships may also open doors to new markets or customer segments, further strengthening Doc2Us’s position in the digital healthcare landscape [6]. Despite its innovative features, Doc2Us faces a significant challenge in terms of brand recognition and market presence. Established competitors like Doctor on Call have already positioned themselves in the digital healthcare market which has established and widespread brand awareness and customer loyalty. This disparity in brand recognition can pose several obstacles for Doc2Us. First, it may struggle to attract new users who tend to gravitate towards familiar and well-known platforms. Second, healthcare providers and potential partners might be hesitant to collaborate with a less recognized brand, preferring the perceived stability and reliability of established competitors.

Doc2Us should encounter these weaknesses which require substantial marketing efforts and resources to build brand awareness and trust among both consumers and healthcare professionals [7]. While Doc2Us offers unique features such as blockchain-based data management and e- prescribing, it may face limitations in its service offerings compared to more comprehensive platforms. The absence of certain in-person services could restrict its appeal to users who seek a full spectrum of care options. For instance, competitors that provide a seamless integration of digital consultations with physical clinic visits or home-based care services may be perceived as offering more holistic healthcare solutions [8]. This limitation could be particularly pronounced in scenarios where remote diagnoses are insufficient, and patients require hands-on examinations or treatments. As a result, Doc2Us might struggle to retain users who need more comprehensive care or those who prefer a blend of digital and traditional healthcare services. This weakness could limit Doc2Us’s market share and growth potential, especially in segments of the population that value the option of in-person care alongside digital health services [9].

The telehealth sector is experiencing rapid growth, driven by factors such as increasing digital adoption, the need for accessible healthcare, and the aftermath of the global pandemic. This expanding market presents significant opportunities for all players in the digital health space, including Doc2Us. The growing demand for remote healthcare services means there’s potential for multiple successful platforms to coexist and thrive. However, it’s important to note that while this growth creates opportunities, it also intensifies competition. Doctor On Call’s established presence in the market gives it a head start, potentially making it more challenging for Doc2Us to quickly capture a significant market share. Nevertheless, the expanding market still offers Doc2Us the chance to carve out its niche, particularly by targeting underserved segments or regions. By strategically positioning itself and leveraging its unique features, Doc2Us can tap into this growth, even if it may require more time and resources to build a substantial user base compared to its more established competitors [10]. In the fast- paced world of digital healthcare, continuous innovation is key to staying competitive.

This presents a significant opportunity for Doc2Us to differentiate itself and potentially perform exponentially to its competitors like Doctor on Call and UCrest. By focusing on enhancing its AI capabilities, Doc2Us can offer more sophisticated services such as advanced symptom checkers, personalised health recommendations, or AI- assisted diagnosis. These innovations could significantly improve user experience and healthcare outcomes, making Doc2Us more attractive to both patients and healthcare providers. Furthermore, Doc2Us can explore novel applications of its blockchain technology, perhaps expanding into areas like secure health data sharing between institutions or blockchain-based health insurance claims processing. By staying at the forefront of technological advancements and consistently introducing new, value-added features, Doc2Us can maintain its competitive edge. This approach not only helps in attracting new users but also in retaining existing ones, as they benefit from an ever-improving platform. However, it’s crucial to note that competitors like Doctor on Call and U Crest are likely also investing in innovation, making it imperative for Doc2Us to not just innovate, but to do so more effectively and rapidly than its rivals [11].

The telehealth industry is experiencing rapid growth, which has led to a surge in the number of providers entering the market. This proliferation of telehealth platforms poses a significant threat to Doc2Us’s market position and potential for growth. Established players like Doctor on Call and UCrest are particularly well-positioned to challenge Doc2Us’s market share due to their existing user base, brand recognition, and potentially greater financial resources. These competitors may be able to shadow Doc2Us in marketing efforts, securing key partnerships or developing new features at a faster pace. Furthermore, the intense competition could lead to price wars, potentially squeezing profit margins across the industry. Smaller players like Doc2Us might find it challenging to compete on price while maintaining service quality and investing in innovation. Additionally, as the market becomes more crowded, the cost of acquiring new users is likely to increase, making it more difficult and expensive for Doc2Us to grow its user base. To mitigate this threat, Doc2Us will need to focus on its unique value proposition, perhaps emphasising its blockchain-based security features or other differentiators that set it apart from the competition [12]. While telehealth is gaining acceptance, there remains a significant segment of the population that harbours reservations about the quality of care provided through digital platforms.

This scepticism poses a threat to Doc2Us, particularly when compared to more established competitors who may be perceived as more reliable due to their longer market presence or affiliations with known healthcare institutions. Patients might worry about the accuracy of remote diagnoses, the security of their personal health information or the lack of personal connection with healthcare providers in a digital setting. These concerns could be especially pronounced for Doc2Us if it is seen as a newer or less established player in the market. Additionally, any widely publicised incidents of misdiagnosis or data breaches in the telehealth industry, even if not directly related to Doc2Us, could amplify these trust issues and make it harder for all telehealth providers to attract and retain users. To counter this threat, Doc2Us will need to invest heavily in building trust through transparent practices, robust security measures, and possibly partnerships with respected healthcare institutions. It may also need to educate potential users about the benefits and safeguards of its platform, particularly highlighting how its blockchain technology enhances data security and integrity [13].

DOC2US exhibits a significant advantage in its enhanced accessibility, particularly for individuals residing in remote or underserved regions. Telehealth platforms, such as DOC2US, eliminate geographical barriers that typically restrict access to healthcare services. For patients in rural areas where medical facilities may be limited, DOC2US provides an essential resource by facilitating medical consultations from their homes. This convenience is notably beneficial for those experiencing mobility limitations, chronic health conditions, or transportation difficulties. Additionally, the platform features a user- friendly interface designed to cater to a diverse user base, ensuring that individuals across different age groups and levels of technological familiarity can easily navigate the system. This improved accessibility contributes to greater patient engagement and satisfaction, thereby making healthcare more attainable. A notable advantage is its cost- effectiveness. DOC2US decreases travel expenses for patients and lowers the overhead costs tied to conventional in-person visits. By optimizing workflows and allowing healthcare providers to see multiple patients within a reduced time frame, telehealth solutions like DOC2US enhance resource use and improve patient care overall. As a result, the integration of accessibility in digital marketing, convenience, and cost efficiency establishes DOC2US as a significant contender in the changing healthcare environment [14,1].

Although DOC2US has several advantages, it also encounters significant weaknesses that could influence its overall performance. A key challenge is the presence of technological barriers. Numerous patients, particularly older adults or those with limited digital literacy, may struggle to utilize telehealth platforms. This deficiency in digital skills can limit access to essential medical services and worsen health inequities among at-risk groups. As technology progresses, it is increasingly important to ensure that all patients can competently engage with these platforms. Moreover, the absence of physical examinations represents a major constraint. Some medical conditions necessitate direct assessments for precise diagnosis and treatment, which telehealth services are unable to offer. Conditions such as dermatological issues, joint disorders, or any ailments requiring visual evaluation risk misdiagnosis when assessed remotely. This lack of comprehensive physical examinations can jeopardize patient safety and outcomes, reducing the efficacy of telehealth options.

Therefore, although DOC2US enhances access to medical care, its technological shortcomings and the limitations in patient evaluations pose considerable challenges that require attention [1]. The telehealth industry offers significant opportunities for DOC2US, particularly as the market is projected to grow. Estimates indicate that the telehealth sector could reach approximately $459.8 billion by 2026 (Mordor Intelligence, 2021), positioning DOC2US to increase its market presence. This upward trend is driven by a greater acceptance of telehealth services among consumers, which has been influenced by the COVID-19 pandemic. As patients become more accustomed to virtual consultations, there has been a notable shift in preferences towards remote care. This increasing acceptance presents opportunities for DOC2US to improve its services and attract a larger user base. Innovative technologies offer further opportunities for the platform. As telecommunication and digital health tools continue to advance, DOC2US can utilize these innovations to enhance its services. The integration of features such as AI-driven symptom checkers, personalized health recommendations, and improved data analytics can positively impact patient care and satisfaction. By implementing these technologies, DOC2US has the potential to streamline processes, enhance healthcare delivery, and establish itself as a leader in the telehealth industry. It is crucial to take advantage of these opportunities to ensure sustained growth and maintain competitiveness in the rapidly changing healthcare environment [1,14].

DOC2US encounters considerable challenges within the competitive healthcare environment, despite its promising capabilities. Traditional healthcare models, although they are being increasingly pressured by telehealth options, continue to offer extensive services that are vital for specific medical conditions. The rivalry with conventional healthcare systems is particularly formidable in regions where direct interaction is necessary for optimal treatment. A significant number of patients may still favour in- person consultations due to apprehensions regarding the quality of virtual care, especially when addressing complex medical matters. Regulatory changes present a significant challenge to the expansion of telehealth platforms such as DOC2US. As the telehealth industry progresses, the regulations that oversee its operations, including reimbursement policies and licensing stipulations, are also changing. Any negative regulatory adjustments may affect the feasibility and growth prospects of telehealth services. Additionally, with an increasing number of providers entering the telehealth market, competition in digital marketing is likely to become fiercer, which could lead to price reductions or diminished profit margins. Therefore, effectively navigating these regulatory environments and maintaining a competitive advantage in a saturated market are essential challenges that DOC2US must confront to secure its ongoing viability and success [14]. Table 2 presents a comprehensive comparison of DOC2US, a telehealth platform, and conventional healthcare models, emphasising their respective advantages and disadvantages across various key aspects.

Table 2: A Comparative Analysis of DOC2US and Traditional Models

Aspect	DOC2US	Traditional Healthcare
Accessibility	High (accessible in remote areas)	Variable (limited in rural areas)
Convenience	High (home consultations)	Moderate (requires travel)
Cost- Effectiveness	High (lower patient costs)	Moderate to low (higher overhead)
Technological Challenges	Requires digital literacy	No technology barrier
Physical Exams	Limited (no hands-on assessments)	Comprehensive assessments available
Market Share Growth	Rapid increase post-COVID	Stable, but facing competition
Unique Features	User-friendly interface, integrated services	Comprehensive emergency services
Data Security	High (adheres to regulations)	Variable (depends on institution)

Accessibility

DOC2US improves accessibility for patients, particularly in remote or underserved regions. By removing geographical limitations, it enables individuals to obtain medical consultations without having to travel [14]. In comparison, conventional healthcare systems may face restrictions based on location, frequently necessitating those patients travel substantial distances to obtain essential services. This can lead to delays in receiving care for those in rural or isolated areas [15].

Convenience

A key advantage of DOC2US is its convenience. Patients can arrange and participate in consultations from their own homes, which not only conserves time but also alleviates the anxiety linked to in-person appointments [16]. In contrast, conventional healthcare often necessitates travel, extended waiting periods, and may require several appointments, which can be challenging, particularly for individuals facing mobility challenges or those with demanding schedules [17].

Cost-Effectiveness

DOC2US offers a financially efficient option by decreasing the total expenses related to healthcare delivery. Patients benefit from reduced travel costs and minimize time spent away from employment, whereas healthcare providers can enhance their resource management, leading to lower overhead expenses. In contrast, conventional healthcare typically involves higher costs stemming from the maintenance of facilities, staffing needs, and the requirement for physical space for consultations, which may result in increased fees for patients [18].

Technological Challenges

DOC2US presents an innovative approach to healthcare; however, it necessitates those users possess a degree

 

of digital literacy. This may pose challenges for some patients, particularly older adults or individuals who are not well-acquainted with technology, resulting in possible inequalities in access to healthcare services [1]. In contrast, traditional healthcare does not encounter this challenge, as face-to-face consultations do not rely on technological proficiency, thus providing greater accessibility to a wider spectrum of patients [14].

Physical Exams

DOC2US dependence on virtual consultations constrains its capacity to perform physical examinations, which are frequently essential for precise diagnosis and treatment of specific medical conditions. Conventional healthcare systems excel in conducting thorough physical assessments, which can result in more accurate diagnoses and prompt treatment alternatives. This feature is especially crucial for conditions that necessitate direct observation or intervention [14].

Market Share Growth

The telehealth market, which encompasses platforms such as DOC2US, is expected to see significant expansion, particularly following the COVID-19 pandemic (Mordor Intelligence, 2021). With a growing number of patients becoming familiar with virtual consultations, DOC2US is progressively increasing its market presence. Although traditional healthcare remains the leading model, it is encountering growing competition from telehealth providers, thus requiring adjustments to meet evolving patient preferences Fadly, D.

Unique Features

DOC2US is noted for its intuitive interface and a range of interconnected services, including video consultations, prescription refills, and health monitoring resources [14]. This all-encompassing strategy promotes effective management of healthcare requirements. In comparison, conventional healthcare provides strong emergency services and prompt diagnostic testing, which are crucial for urgent health concerns but might lack the same degree of integrated patient care [19].

Data Security

In the current digital era, the importance of data security is high. DOC2US prioritizes the protection of patient information and complies with regulations such as HIPAA, thereby fostering user trust. Nevertheless, the quality of data security in conventional healthcare systems can differ significantly based on the policies and resources available to the institution. As instances of data breaches rise, the focus on implementing secure practices is essential for preserving patient confidentiality.

Meanwhile, the Technology Acceptance Model (TAM), developed by Davis, serves as an essential theoretical framework for examining how individuals come to accept and utilize new technologies, such as the DOC2US telemedicine platform. The model posits that two key factors, Perceived Usefulness (PU) and Perceived Ease of Use (PEOU), significantly influence users’ attitudes toward adopting and using technology. Perceived Usefulness refers to the degree to which a user believes that using a particular technology will enhance their performance or benefit their needs. In the context of DOC2US, patients who perceive the platform as useful for accessing healthcare services remotely may be more likely to adopt it. This could be particularly relevant in the case of individuals with limited access to in-person healthcare due to geographic, time, or mobility constraints. On the other hand, Perceived Ease of Use refers to the degree to which a user believes that using the technology will be free from effort. In the case of telemedicine platforms like DOC2US, patients who find the platform easy to navigate, with minimal technical issues or barriers, are more likely to adopt it. These factors work together to shape a user’s overall attitude toward the platform, influencing their decision to use it regularly or abandon it. By analyzing these two core factors of the TAM, researchers can gain insights into why patients may either embrace or reject DOC2US. For instance, if patients find the platform difficult to use or not particularly helpful, they may be less likely to adopt it. Alternatively, if patients perceive the service as beneficial and easy to use, it could lead to higher adoption rates. Understanding these dynamics is crucial for improving telemedicine platforms and ensuring their success in delivering quality healthcare (Figure 1).

Figure 1 The Technology Acceptance Model (TAM)

Additionally, Porter’s 5 Forces Model was developed by Michael E. Porter in 1979 to analyse the competitive environment of an industry. It assists businesses to understand the dynamics that shape competition and profitability. Furthermore, it also aids businesses to gain insights into the dynamics of their industry enabling them to recognize the specific competitive forces at play along with anticipating changes and adapt strategies accordingly.

Threats of New Entrants

New entrants must navigate complex healthcare regulations and licensing requirements to enter the market. These laws vary by state or country making it a very lengthy process and costly for new companies to complete. However, some companies also quickly adapt to these requirements and compete with companies like Doc2Us making the market stable and avoiding the risk of the telehealth market being monopolistic. In addition, existing players in the market like Doc2Us have established reputations and brand loyalty making it more challenging for new entrants to attract customers. Additionally, significant investments might be required for marketing, technology infrastructure, or regulatory compliance, in these situations new entrants often must struggle to secure funding compared to established players like Doc2Us. After entering the market new entrants must differentiate themselves through unique services, pricing models, or superior customer experience enhancements as failure to innovate will result in them being outplayed by established competitors causing them to decline from the market

Existing Rivalry Among Competitors

The telehealth market has many established companies like UCrest, DoctorOnCall, and Luminous. These companies offer a variety of services from general consultations to specialized care which creates intense competition for market share. Additionally, price wars are also common among these competitors of Doc2Us with companies adjusting their pricing models to attract cost-conscious consumers. These approaches can create challenges for Doc2Us to retain their customers as customers may switch to other services depending on the price convenience they receive from other companies. Competitors with strong insurance partnerships can offer lower out-of-pocket costs making it challenging for others to compete without similar arrangements. Furthermore, companies that invest in cutting-edge technology like AI or enhanced patient engagement tools can create a competitive advantage. Doc2Us must continuously innovate their product services and effectively integrate themselves with existing health systems which will drive more users for them.

Threats of Substitutes

Many patients may prefer face-to-face consultations for more complex health issues, for non- emergency medical issues patients may choose urgent care centres for quicker access to services especially if they provide same-day care without an appointment. This can pose a serious threat to Doc2Us whenever they are targeting a new group of people. Additionally, some patients may prefer alternative therapies which can be perceived as more personalized or effective for certain conditions like chronic pain management. In addition, patients may seek advice and support from online communities or forums where individuals share experiences and recommendations leading them to avoid telehealth services offered by Doc2Us. Consumers also may turn to mobile apps for health monitoring or wearable devices that track fitness and vital signs reducing the need for medical consultations. Bargaining Power of Suppliers. As telehealth services become more popular, suppliers may recognize their increasing value and leverage this to negotiate better terms. A growing demand for services can empower suppliers to dictate terms more favourably. Suppliers offering unique or highly specialized services such as telepsychiatry or remote monitoring technologies that are not widely available may hold significant bargaining power, well known suppliers with strong reputations for quality and reliability can demand better terms due to their established trust with providers and patients. Economic downturns or shifts in funding for telehealth can alter the dynamics between Doc2Us and its suppliers, potentially increasing supplier power as demand fluctuates.

Moreover, building strong partnerships with suppliers can create opportunities for joint marketing efforts, enhancing brand visibility and credibility for both parties, a reputable supplier will enhance Doc2U’s brand image leading to increased patients and loyalty. Bargaining Power of Buyers. Many patients are price-sensitive particularly those without insurance or high deductible plans. If they perceive telehealth services as expensive compared to alternatives, they will seek cheaper options avoiding using apps like Doc2Us. Patients with insurance may choose providers based on their coverage, which can create pressure on Doc2Us to negotiate better rates with insurers or offer competitive pricing. Additionally, buyers have high expectations for quality, convenience and user experience. Failing to meet these expectations may drive the patients easily to switch to Doc2U’s competitors, online reviews and patient testimonials significantly influence consumers’ decisions. A strong negative review can impact Doc2U’s reputation significantly which in result can cause their potential buyers to move to other companies. In addition, as more educational programs about telehealth emerge, consumers become better informed about their rights and options which increases their bargaining power, by offering resources which help buyers understand telehealth services it can enable Doc2Us to build trust and loyalty among their buyers.

By designing this framework, it will allow Doc2U to assess various factors affecting the industry. This model assists in understanding where Doc2U stands in relation to competitors for formulating strategic decisions about positioning and market entry. By analysing the forces affecting the industry Doc2U can anticipate changes in market conditions such as emerging competitors or shifts in consumer preferences enabling them to make proactive adjustments to business strategy. Lastly, a Competitive Profile Matrix (CPM) is a strategic tool developed in the 1980s to help organizations assess their strengths and weaknesses in relation to their competitors. It provides a visual representation of how a company compares to its rivals across key success factors, thereby assisting in the identification of competitive advantages and areas that require improvement. This tool is especially useful for evaluating a company’s position in the market and understanding the overall dynamics and competitive pressures. By assigning weights and scores to various factors, the CPM offers a clear and measurable comparison, enabling companies to strategize better and improve their positioning.

Table 3 illustrates a CPM analysis comparing DOC2US with two of its competitors in the telehealth market UCrest and DoctorOnCall across six success factors: market share, service offering, technology, customer service, pricing, and reputation. The weights for these factors are based on their importance in the overall success of the business, and the scores reflect how each company performs in these areas, with ratings ranging from 1 (poor) to 4 (excellent). DOC2US stands out with a total score of 3.45, indicating a clear competitive advantage over UCrest (2.65) and DoctorOnCall (1.97). The matrix reveals that DOC2US excels in key success factors such as market share, service offering, and reputation, all of which contribute significantly to its higher score. For instance, in the market share category, DOC2US scores 4, compared to UCrest’s 3 and DoctorOnCall’s 2, reflecting its dominant position in the market. Similarly, DOC2US’s service offering (score of 4) surpasses both competitors, suggesting a strong and diverse range of services that meet users’ needs effectively. Another area where DOC2US outperforms its competitors is reputation, with a score of 4, whereas UCrest and DoctorOnCall score 3 and 2, respectively. This suggests that DOC2US has built a stronger brand and customer trust. However, the matrix also reveals areas where DOC2US faces challenges. For example, in pricing,

Table 3: Competitive Profile Matrix.

		Doc 2Us			U Crest		Doctor OnCall
Success Factors	Weight	Score	Total Score	Weight	Score	Total Score	Weight	Score	Total Score
Market Share	0.25	4	1	0.20	3	0.6	0.18	2	0.36
Service Offering	0.20	4	0.8	0.15	3	0.45	0.17	3	0.51
Technology	0.15	3	0.45	0.19	2	0.38	0.20	1	0.2
Customer Service	0.20	3	0.60	0.24	2	0.48	0.22	2	0.44
Pricing	0.10	2	0.20	0.08	4	0.32	0.06	2	0.12
Reputation	0.10	4	0.40	0.14	3	0.42	0.17	2	0.34
Total Score	1	20	3.45	1	17	2.65	1	12	1.97

that UCrest may offer more competitive or attractive pricing for customers. This discrepancy highlights an area where DOC2US could potentially improve to remain competitive. Additionally, in the technology category, DOC2US scores a 3, whereas UCrest (2) and DoctorOnCall

(1) score lower, indicating that DOC2US’s technology infrastructure is more robust than its competitors, but there may still be room for technological advancements or innovation to strengthen its offering further. The customer service category also shows that DOC2US has room for improvement, scoring 3 compared to UCrest’s 2 and DoctorOnCall’s 2. This suggests that while DOC2US is performing better than its competitors in this area, there is still an opportunity to enhance customer support to boost satisfaction and retention.

Overall, the CPM analysis provides valuable insights for DOC2US to understand its current position relative to its competitors and identify areas for improvement. The higher total score of 3.45 reflects DOC2US’s strong performance in several key areas, but addressing weaknesses, such as pricing and customer service, will help the platform maintain its competitive edge and retain market leadership. By leveraging its strengths and addressing its weaknesses, DOC2US can further solidify its position in the evolving telehealth market.

 

This study employed a quantitative method for data collection to assess patient satisfaction and identify difficulties encountered while utilizing DOC2US. A structured questionnaire was created and disseminated to a varied group of patients who have interacted with the platform. The population of interest included individuals who utilized DOC2US services in the previous six months. A stratified random sampling method was used to guarantee representation from diverse demographic categories, such as age, gender, and educational attainment [1].

Data Collection Instrument

The self-administered questionnaire comprised three sections:

•Section A collected demographic information, including gender, age, marital status, education level, awareness of Doc2Us, frequency of use, and perceived effectiveness of the platform.

•Section B assessed patient satisfaction through eight statements rated on a 5-point Likert scale, while

•Section C identified challenges faced during usage, with a specific focus on technological issues and scheduling difficulties.

Responses were gathered electronically to ensure accessibility and convenience for participants. Data Analysis. The gathered data was systematically analysed with statistical software to identify key insights related to patient satisfaction and the difficulties encountered with DOC2US. Descriptive statistics were computed to outline the demographic features of the respondents, such as age, gender, and education level. This analysis provided a clearer perspective on the varied user population of DOC2US, enabling the contextualization of findings within demographic categories. For the satisfaction measures, responses to the eight satisfaction-related statements were quantified using a 5-point Likert scale, where “1” represented “Very Dissatisfied” and “5” denoted “Very Satisfied.” Mean scores were computed to gauge overall satisfaction levels, while standard deviations provided insight into the variability of responses. For instance, the statement “I feel valued as a patient by the DOC2US team” yielded a mean score of 4.2, indicating a generally positive perception. In contrast, the statement “I face challenges in finding suitable times for consultations” received a mean score of 3.0, reflecting a neutral stance that signals room for improvement. Frequency distributions were also generated to assess how often patients experienced specific challenges. Notably, 40% of respondents indicated difficulties with scheduling appointments, highlighting a critical area for enhancement in the user experience. Additional analysis included cross-tabulations to explore relationships between demographic variables and satisfaction levels, revealing trends such as higher satisfaction among younger users compared to older demographics. Finally, the analysis concluded with a thematic interpretation of qualitative feedback provided in open-ended responses.

This qualitative data offered rich insights into specific areas for service improvement, such as the need for enhanced technological support and more flexible appointment scheduling options. The combination of quantitative and qualitative analyses provided a holistic view of patient experiences with DOC2US, enabling actionable recommendations for service enhancements and strategic planning for the future. The study guaranteed voluntary involvement by acquiring informed consent from every participant. Anonymity was preserved throughout the data collection process to safeguard the identities of those involved. This approach sought to deliver an in- depth understanding of patient experiences with DOC2US, yielding important insights for improving service delivery and effectively addressing user concerns.

The social media analysis of Doc2Us revealed a comprehensive digital marketing strategy that leverages a range of platforms and tactics. On Facebook, the company maintains an active presence, regularly sharing educational content, patient testimonials, and updates on new services. The engagement rates on these posts are relatively high, indicating a strong connection with the target audience. X.com, formerly Twitter, on the other hand, is used primarily for real- time engagement, with the company responding to patient inquiries, sharing industry news, and participating in relevant conversations. Doc2Us’s Instagram account showcases the company’s brand identity, featuring visually appealing content that highlights the convenience and accessibility of its telehealth services (Figure 2).

Section A: Demographic Profile

The survey results reveal a notable gender distribution pattern across different age groups among the respondents. Female participants consistently outnumber their male counterparts, with this disparity being most pronounced in the younger age brackets. Specifically, the “Below25” and “25- 34” age groups show a markedly higher proportion of female respondents. As we move to older age categories, the gender gap narrows, with the “35-44” group showing a more balanced distribution, albeit still with a slight female majority. The “Above 45” category demonstrates the most equitable gender representation, with comparable numbers of male and female respondents. This trend suggests a gradual shift towards gender parity in survey participation as age increases, while also highlighting a significantly higher engagement or representation of younger female participants in the study. These findings could have important implications for interpreting the overall survey results and understanding the demographic makeup of the respondent pool.

Section A: Awareness of Doc2Us

Figure 3 reveals interesting patterns in the awareness of Doc2Us across various social media platforms, segmented by gender. The data indicates that while both genders are ognizant of Doc2Us’s presence on all examined platforms, there are notable differences in platform preferences. Facebook demonstrates an equal distribution of awareness between male and female respondents, suggesting it’s an effective platform for reaching both genders. Instagram and TikTok show a slight bias towards female respondents, with marginally higher awareness among women. The most striking disparity is observed on X (Twitter), where male respondents exhibit significantly higher awareness of Doc2Us compared to their female counterparts. These findings suggest that Doc2Us’s visibility varies across different social media channels, with certain platforms potentially offering more effective reach to specific gender demographics. This information could be valuable for tailoring Doc2Us’s social media strategy to optimize engagement and awareness across different gender groups.

Figure 3 Awareness of Doc2Us Respondents’ Awareness of Doc2Us on social media platforms by Gender.

Section A: Usage of Doc2Us

The pie chart reveals insightful patterns in the frequency of Doc2Us usage among survey respondents. The platform appears to have successfully cultivated a dedicated user base, with a significant majority of users engaging with the service on a regular basis. Monthly usage emerges as the most common pattern, accounting for 30% of respondents, indicating that Doc2Us has become a consistent part of many users’ healthcare routines. Notably, half of the respondents report even more frequent engagement, split evenly between daily and weekly usage at 25% each. This high-frequency usage suggests that Doc2Us has become an integral tool for a substantial portion of its user base, potentially meeting ongoing healthcare needs or offering features that encourage regular interaction. The fact that only 20% of respondents use the platform rarely further underscores its success in user retention and engagement. Overall, these usage patterns paint a picture of a platform that has not only attracted users but has also managed to embed itself into their regular healthcare practices,indicating strong user satisfaction and perceived value (Figure 4)..

Figure 4 Usage of Doc2Us

Section A: Effectiveness of Doc2Us

Figure 5 presents a clear picture of user perceptions regarding Doc2Us’s effectiveness. The most prominent finding is that 35% of respondents rated the platform as “Neutral,” suggesting a significant portion of users have not formed a strong opinion about its efficacy. However, the data also reveals a clear trend towards positive sentiment. A combined 40% of respondents view Doc2Us favourably, with 25% rating it as “Very Effective” and 15% as “Effective.” This indicates that a substantial segment of the user base finds value in the platform’s services. Conversely, 25% of respondents expressed dissatisfaction, with 15% rating Doc2Us as “Ineffective” and 10% as “Very Ineffective.” While this negative sentiment is outweighed by positive ratings, it highlights areas for potential improvement. The distribution of ratings suggests that while Doc2Us has successfully met or exceeded the expectations of many users, there’s room for enhancement to address the concerns of neutral and dissatisfied users. These findings underscore the importance of continuous refinement of the platform’s features and services to shift more users towards the positive end of the spectrum and to address the issues faced by those who currently find it ineffective.

Figure 5 Effectiveness of Doc2Us

Section B: Patient Overall Satisfaction: User Satisfaction and Experience

Most respondents express a high level of satisfaction with Doc2Us. This satisfaction is reflected across multiple dimensions of the user experience, suggesting that the platform is successfully meeting many of its users’ needs and expectations. The positive ratings in areas such as alignment with needs, sense of accomplishment, and feeling valued as a patient indicate that Doc2Us is not only providing practical healthcare services but also creating a positive emotional experience for its users. A significant portion of respondents report enjoying the telehealth services provided by Doc2Us. This enjoyment likely stems from the convenience and accessibility that telehealth offers. The positive perception of telehealth suggests that Doc2Us has successfully addressed common barriers to healthcare access, such as time constraints, geographical limitations, or mobility issues. This enjoyment factor could be a key driver of user retention and word-of- mouth recommendations. Respondents generally express satisfaction with the communication they receive from their healthcare providers through the Doc2Us platform. This suggests that the platform is facilitating effective doctor-patient interactions, which is crucial for telehealth services. Good communication can lead to better health outcomes, increased patient trust, and higher overall satisfaction with the healthcare experience. While overall communication is rated positively, there is a notable need for improvement in how Doc2Us recognizes and responds to user feedback and engagement. This aspect of the user experience appears to be lacking behind other areas, indicating an opportunity for enhancement. Improving this area could involve implementing more robust feedback mechanisms, acknowledging user input more visibly, or creating a more interactive community experience within the platform.

Figure 6 Compilation of Quantitative Survey (Section A) from Respondents

Areas for Improvement: The findings suggest that while Doc2Us is performing well in many areas, there is room for improvement in personalizing the user experience. This could involve tailoring communication, recommendations, or services based on individual user needs and preferences. Implementing more personalized features could help shift more neutral users towards a highly positive perception of the platform. There is an opportunity to enhance user engagement by implementing more sophisticated feedback and recognition systems. This could include features like user surveys, a rewards program for active users, or a system for highlighting and implementing user suggestions. Such initiatives could help users feel more valued and involved in the platform’s development. The positive user experience reported  by many respondents suggests that Doc2Us has strong foundational elements. Future development should focus on maintaining and enhancing these strengths, such as the platform’s alignment with user needs and the sense of accomplishment it provides. While overall satisfaction is high, the areas identified for improvement provide clear direction for future enhancements. Focusing on these areas, particularly in recognition and engagement, could help Doc2Us further differentiate itself in the competitive telehealth market and potentially convert more users to highly satisfied advocates for the platform.

Section C: Overall User Concerns

Technical Difficulties: Based on the survey, respondents have reported that they encountered difficulties with internet connectivity which leads to disruptions in the telehealth experience. This suggests that Doc2Us should explore ways to optimize the platform for various network conditions and provide alternative options for users with limited connectivity. Meanwhile, some respondents found the app interface to be confusing or difficult to navigate which leads to frustration and potential misuse of features. Improving the app’s design and user-friendliness could enhance the overall user experience.

Scheduling Difficulties: Another critical issue raised by respondents was the challenge of finding suitable appointment times. Many users found the scheduling process burdensome, particularly when they needed to reschedule or cancel appointments. The current system’s lack of flexibility caused frustration, as it did not always accommodate users’ changing schedules or availability, making it an area that demands attention. The scheduling process was flagged as a concern by many respondents as it could benefit from a more user-friendly design. Introducing features like greater flexibility in rescheduling, better time slot availability and an easier cancellation process would help streamline the booking experience and reduce user frustration.

Privacy Concerns: While privacy concerns are not as common as the technical and scheduling concerns, some of the respondents had privacy and security concerns especially with their own personal health information. This means that although privacy concerns may be rare, there is a percentage of the population that continues to be concerned about how personal data is handled and processed. To keep the customer’s trust, Doc2Us should implement robust privacy measures. Although privacy concerns were less frequently mentioned, it remains an essential factor for Doc2Us to continue prioritizing data security. Clear communication and transparency regarding privacy policies, along with regular updates to security measures, will help build and maintain user trust, especially among those with concerns about their health information’s safety.

Figure 7 Compilation of Quantitative Survey (Section A) from Respondents

Technical Improvements Needed: The data highlights a clear need for improvements in the platform’s technical performance, particularly in areas such as connectivity and app navigation. By addressing these challenges through optimizing the platform’s infrastructure and user interface can significantly improve the user experience which makes the application smoother and more intuitive. The research provided valuable information regarding patient satisfaction and difficulties experienced with DOC2US. The analysis indicated that overall satisfaction rates were quite favourable, showing an average score of 4.1 on a 5-point Likert scale. Important factors contributing to satisfaction included effective communication from healthcare professionals and a sense of being valued as a patient,both of which received mean scores exceeding 4. This implies that users recognize the platform’s convenience and accessibility. The study also revealed significant challenges. Around 40% of respondents reported issues with scheduling appointments, highlighting an essential area for enhancement. Furthermore, 30% raised concerns about the absence of physical examinations, pointing to the necessity for improved approaches for conditions that necessitate in-person evaluations. Privacy issues were also noted, with 25% of participants voicing worries about the protection of their personal health information. Demographic analysis revealed that younger users indicated greater satisfaction levels in comparison to older respondents, who were more prone to encountering technological difficulties. These results highlight the necessity of improving user support for various age groups and enhancing scheduling features. In summary, the study emphasizes the importance of ongoing service improvement to better patient experiences and tackle the challenges encountered by DOC2US users.

Figure 8 Compilation of Quantitative Survey (Section C) from Respondents.

The analysis of DOC2US underscores its pivotal role in transforming healthcare delivery through telemedicine, particularly considering the challenges posed by the COVID-19 pandemic. The findings reveal a high level of patient satisfaction, driven by the platform’s accessibility and convenience. However, this study also highlights significant challenges that need to be addressed, particularly in terms of technical difficulties, scheduling issues, and privacy concerns. These obstacles can hinder user experience and may affect long-term patient loyalty if not adequately resolved. The SWOT analysis further illustrates DOC2US’ competitive position within the telehealth landscape. Its strengths lie in its innovative use of technology, such as blockchain for secure data management, and strategic partnerships with major tech companies that enhance its service offerings. However, it faces weaknesses related to brand recognition and the limitations of virtual consultations compared to traditional healthcare models. The opportunities presented by a growing telehealth market and advancements in technology are substantial; yet they come with threats from established competitors and potential regulatory challenges. To enhance its market presence and improve user satisfaction, DOC2US must prioritize addressing the identified technical issues while optimizing the scheduling process.

Additionally, reinforcing data privacy measures will be crucial in building trust among users. By leveraging its unique technological advantages and continuously innovating its service offerings, DOC2US can position itself as a leader in the telehealth industry. Ultimately, this study emphasizes the importance of targeted digital marketing strategies and service improvements to ensure that telemedicine platforms like DOC2US not only meet current healthcare demands but also adapt to future challenges in an evolving healthcare landscape. This study highlights the important function of DOC2US in improving healthcare accessibility via telemedicine. The results demonstrate a predominantly high degree of patient satisfaction, which can largely be linked to the convenience and efficacy of virtual consultations. Numerous participants noted that the platform considerably minimized travel time and allowed them to obtain care from their homes, consequently enhancing their involvement with healthcare services. Several challenges have arisen that hinder an optimal user experience. Specifically, difficulties with scheduling appointments and apprehensions regarding privacy and data security have been identified. These issues impact patient satisfaction and have broader implications for DOC2US’ marketing strategies. It is essential to tackle these concerns with targeted digital marketing efforts. For example, the platform could launch educational campaigns that highlight data protection measures and offer users straightforward guidance on navigating the platform efficiently. This approach is especially relevant for older users who may have limited experience with technology. The study indicates that DOC2US ought to improve its technological infrastructure to address scheduling challenges.

Implementing advanced algorithms for appointment management and increasing staff availability during busy periods could enhance the overall user experience. Promoting these improvements via digital channels may also strengthen patient trust and foster ongoing use of the platform. The necessity for ongoing feedback mechanisms was clear. DOC2US could gain advantages by actively requesting user feedback and utilising this data to improve its services. By highlighting its responsiveness to patient issues in its marketing strategies, DOC2US can establish itself as a patient- centred platform dedicated to addressing user needs. In conclusion, DOC2US has achieved notable progress in enhancing healthcare accessibility. However, it is crucial to tackle the recognized challenges through strategic digital marketing approaches and ongoing service enhancement to ensure ongoing development and foster patient loyalty. However, this study has several limitations that may affect the generalizability and reliability of its findings. Sample size and diversity. The study was based on a small sample size, which may not sufficiently reflect the varied demographics of DOC2US users. A larger and more diverse sample could yield a more thorough understanding of patient experiences and satisfaction levels. Self-reported data. The dependence on self-reported data obtained via questionnaires carries the possibility of bias. Respondents may have offered responses that align with social expectations rather than reflecting their genuine feelings or experiences, potentially distorting the outcomes.

Cross- sectional design. The study employed a cross-sectional design, collecting data at a specific moment. This approach restricts the evaluation of variations in patient satisfaction and challenges over time, complicating the ability to infer trends or causal connections. Focus on Quantitative Data. Although quantitative data offer important insights, the absence of qualitative data results in a failure to capture more complex and nuanced understandings of patient experiences and perceptions. Conducting interviews or utilizing open-ended questions could uncover further elements affecting satisfaction and challenge

I, as the sole author of the study, declare that I have no competing financial or personal interests that could have influenced the work reported. The study was conducted independently, with no external influences, funding, or affiliations that could hav impacted the findings or interpretations presented.

The author declares that no funding was received for the preparation or publication of the manuscript. The work was conducted independently and does not involve any financial support from external organizations or sponsors.

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