Bridging the gap: Evaluating communication effectiveness and satisfaction towards telepsychiatry services at a teaching hospital from the providers’ and patients’ perspectives

Background The COVID-19 pandemic accelerated telepsychiatry adoption, proving its flexibility despite ongoing challenges. Aim This study investigated whether perceived communication effectiveness, satisfaction, and technology self-efficacy are associated with frequency of recent telepsychiatry use among mental health service providers (MHSPs) and patients at a Malaysian teaching hospital. Methods A cross-sectional study was conducted between February and May 2024. Participants included MHSPs and patients with at least one telepsychiatry session. Independent variables—perceived communication effectiveness, satisfaction, and technology self-efficacy—were assessed using the Telehealth Usability Questionnaire (TUQ) and the Modified Technology Self-Efficacy Scale (MTSES). The dependent variable was frequency of recent telepsychiatry use within the past 2 months. Associated factors were identified via comparative analyses and ordinal logistic regression. Results Among 92 MHSP respondents (median age 36; 65.7% female), perceived communication effectiveness significantly associated with frequency of recent use (adjusted OR: 2.05, p = 0.008); satisfaction and self-efficacy were not significant. For patients, only younger age significantly associated with recent telepsychiatry use (adjusted OR: 0.90, 95% CI: 0.82–0.98; p = 0.016). Conclusion Perceived communication effectiveness is associated with more frequent recent telepsychiatry use among providers, while satisfaction and technology self-efficacy are not. These findings suggest that enhancing the perceived utility is essential for broader adoption.