Understanding Telemedicine Communication Through Critical Incidents: A Mixed-Methods Investigation of Patient Experiences

Amjad Abdulaziz Alghamdi

Advisor: Kevin B Wright, PhD, Department of Communication

Committee Members: Gray Kreps, Melissa Broeckelman-Post

Online Location, Online
June 04, 2025, 11:00 AM to 01:00 PM

Abstract:

The rapid expansion of telemedicine during the COVID-19 pandemic has transformed patient-provider communication, particularly in mental health and chronic care contexts. Yet, limited research has examined patients' nuanced perceptions of communication quality in telehealth settings from the lens of lived experiences. Guided by Social Presence Theory and the framework of patient-centered communication (PCCm), this study explores how patients perceive and evaluate provider communication in telemedicine encounters shared on Reddit. Drawing on the Critical Incident Technique (CIT), 39 publicly available Reddit posts and 345 comments were analyzed to identify communication behaviors that patients viewed as especially helpful or harmful to their therapy or consultation experiences.
Findings revealed three core themes shaping patient evaluations: (1) provider engagement and responsiveness, (2) emotional and interpersonal presence, and (3) structural affordances and limitations of telemedicine platforms. Posts frequently emphasized the relational impact of delayed replies, missed appointments, or inattentiveness behaviors that often led to diminished trust or feelings of abandonment. Conversely, timely, empathetic, and validating communication fostered positive perceptions of care, even in asynchronous or text-based formats. The study also highlights how affordances of Reddit such as anonymity, community support, and narrative depth enabled participants to express vulnerability and critique providers in ways that conventional research methods may not capture.
This dissertation contributes to the growing body of research at the intersection of digital health communication and computer-mediated care by theorizing how social presence and media richness shape patient satisfaction in telehealth environments. It further demonstrates the value of Reddit as a data source for understanding patient voices in naturalistic, emotionally charged contexts. Implications are offered for health communication scholars, educators, and practitioners seeking to enhance relational quality and trust-building in virtual care delivery.

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https://gmu.zoom.us/j/96225334060

Meeting ID: 962 2533 4060