How Does Online Patient-Provider Communication Work in Patient-Centered Care? A Comparison of Brazil and Portugal

The widespread application of digital health technologies has enhanced healthcare delivery worldwide. In this context, online patient-provider communication (OPPC) is an emerging approach to connect patients and healthcare providers. Using data from Brazil (N = 1,099, M_age = 37.83) and Portugal (N =1,011, M_age = 40.79), this comparative study explored the discrepancies in OPPC outcomes by examining the relationship between OPPC and healthcare satisfaction. Additionally, this study tested a serial mediation model of perceived efficacy in patient-provider interaction and patient-centeredness that links OPPC to satisfaction. Results indicated that the direct effects of OPPC on satisfaction were not significant in both Brazil and Portugal, but the mediations were significant in Brazil. Moreover, patients in Brazil were more involved in OPPC, had more confidence in patient-provider interaction, and rated higher levels of healthcare satisfaction. As the Community of Portuguese Language Countries consolidates efforts in telehealth to promote universal healthcare access and improve overall healthcare satisfaction, this study offers important theoretical and practical implications.