Revista Científica y Arbitrada de Ciencias Sociales y Trabajo Social ‘‘Tejedora’’: Vol. 5 (Núm. 9) (ene-jun 2022). ISSN: 2697-3626  
Results of telemedicine and its doctor-patient interaction, in the face of the Covid 19 pandemic, in the working population  
of the City of Manta  
RESULTS OF TELEMEDICINE AND ITS DOCTOR-PATIENT INTERACTION, IN THE FACE OF THE  
COVID 19 PANDEMIC, IN THE WORKING POPULATION OF THE CITY OF MANTA.  
RESULTADOS DE LA TELEMEDICINA Y SU INTERACCIÓN MÉDICO- PACIENTE, ANTE LA  
PANDEMIA DEL COVID 19, EN LA POBLACIÓN LABORAL DE LA CIUDAD DE MANTA  
1
Aragundi-Muñoz Adriana Cecibel  
Juárez-Méndez Armando José  
2
1
2
ABSTRACT:  
The present study aims to know the results of telemedicine and its doctor-patient correlation and interaction in the  
working population of Manta city during the period 2020. This quali-quantitative research covers an exploratory  
study method, a survey applied to a sample of 387 people from the working population of Manta. Significant results  
were obtained in relation to telemedicine, where 74% of the population stated that medical care should remain in  
the traditional method, with direct contact and face-to-face check-ups, while 26% indicated that this modality is not  
necessary to effectively carry out a medical appointment. Regarding to a good treat-service applied to patients by  
the doctor, 55.7% of the contestants said that they received a good service, while 3.9% pointed out that there was  
not a fair service through the telemedicine process. These results allow us to analyze in depth the advantages and  
disadvantages of telemedicine, and its effectiveness in the prescriptions that are issues online to patients. In  
conclusion we can state that this popular method called Telemedicine is an option against the pandemic we are  
facing in order to avoid possible contagions, nevertheless, it does not give the necessary guarantees and safety for  
the patient who attends to a doctor's appointment, those appointments has traditionally been rooted with  
auscultation, physical checkup and other processes that are involved in a medical appointment.  
Keywords: Telemedicine, Interaction, doctor-patient.  
RESUMEN:  
El presente estudio tiene objetivo conocer los resultados de la telemedicina, su interacción y correlación médico-  
paciente en la población laboral de la Ciudad de Manta, durante el periodo 2020. Esta investigación de corte cuali-  
cuantitativo, con método de estudio exploratorio, para la recolección de datos aplicó encuestas dirigidas a 387  
personas de la población laboral del Cantón Manta. Se obtuvieron resultados importantes en relación a la  
telemedicina, en los que 74% de la población manifestó que las atenciones médicas deberían mantenerse de manera  
presencial, es decir con contacto directo y chequeo presencial, mientras que el 26% indicó que no es necesario esta  
modalidad para llevar a cabo de manera efectiva una cita médica. En relación al buen trato los participantes  
manifestaron con un 55,7% que, si existió buen trato, mientras que el 3,9% indicó que no hubo buen trato durante  
el proceso de telemedicina. Estos resultados nos permiten analizar de manera profunda acerca de la telemedicina,  
y las ventajas y desventajas que existen dentro de la misma, y su efectividad en las prescripciones que este emite de  
manera on-line hacia el paciente. Como conclusión podemos decir que este método popular actual llamado  
Telemedicina es una opción frente a la pandemia para evitar posibles contagios sin embargo no da las respectivas  
garantías de seguridad para el paciente que acude a una cita médica, misma que ha estado tradicionalmente  
arraigada con la auscultación, el chequeo físico y demás procesos que implican una cita médica tradicional.  
Palabras Clave: Telemedicina, Interacción, médico- paciente.  
Recibido: 05 de octubre de 2021; Aceptado: 27 de diciembre de 2021; Publicado: 07 de enero de 2022.  
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Revista Científica y Arbitrada de Ciencias Sociales y Trabajo Social ‘‘Tejedora’’: Vol. 5 (Núm. 9) (ene-jun 2022). ISSN: 2697-3626  
Aragundi-Muñoz et al. (2022)  
1
. INTRODUCTION  
Throughout history, medical care has been  
provided in a personalized way between the  
doctor and the patient, touching and feeling  
the condition that afflicts the user who goes  
to a medical appointment, but now these  
attentions have been influenced by the  
inclusion of technology as part of the  
medical interactions.  
According to a study carried out in Peru  
regarding the knowledge of the population  
about telemedicine, 68% know about the  
subject, while 32% are completely unaware  
of what telemedicine is. (Pardo, 2013, pág.  
41).  
Through this research work, the results of  
telemedicine are made known, and the  
advantages that it implies to ensure a good  
state of health of the patient, in this case of  
the company's collaborators, who have  
chosen to implement this mechanism to  
optimize resources and avoid the spread of  
infected people in their workplaces.  
According to the World Health Organization  
(2019) “it is essential to harness the  
potential of digital technologies to achieve  
universal health coverage. After all, these  
technologies are not an end in themselves,  
but essential tools to promote health,  
preserve global security and serve  
vulnerable populations”. In the face of the  
pandemic we are experiencing, telemedicine  
has re-emerged as a response to the need  
and the current reality we are living, whose  
objective is to prevent contagion and to the  
figures that daily increase due to the  
carelessness and irresponsibility of the  
citizens.  
Faced with the pandemic, the National  
Government through its Ministries, have  
implemented virtual medical services for  
citizen care and avoid crowding in the  
houses of health, so that according to data  
from Ministry of Telecommunications and  
Information Society “The health technology  
platforms to address the coronavirus  
permitted that, from February 29 to date,  
about 2 million Ecuadorians receive care  
through various technological tools powered  
by the MINTEL” (2020, pág. 1)  
According to Cáceres, Castro, & Gómez,  
(2011) “it is not known exactly when we  
started talking about telemedicine;  
however, we can say that it has been around  
since 1960”.  
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Revista Científica y Arbitrada de Ciencias Sociales y Trabajo Social ‘‘Tejedora’’: Vol. 5 (Núm. 9) (ene-jun 2022). ISSN: 2697-3626  
Results of telemedicine and its doctor-patient interaction, in the face of the Covid 19 pandemic, in the working population  
of the City of Manta  
One of the medical technological tools  
known and socialized by the Government in  
the face of the pandemic, is the hotline, for  
the care of patients with presumptive  
symptoms of Covid, and according to data  
from Ministry of Public Health of Ecuador, in  
the case of line 171, until April 29, 1,415,045  
calls were received, of which, more than 572  
thousand were directly related to COVID-19.  
In addition, 51,961 cases were referred to  
telemedicine and 6,615 to the Ministry of  
Public Health.  
discussions, and recommendations directed  
to the kind reader who will be able to enrich  
from this scientific article and where it raises  
the following question: What are the results  
of telemedicine and its doctor-patient  
interaction, in the face of the Covid 19  
pandemic in the labor population of the city  
of Manta?.  
2. MATERIALS AND METHODS  
This research has a mixed quali-quantitative  
approach, since the area of study and the  
need for the study were known previously.  
Through the qualitative approach, it allowed  
the collection of information on  
telemedicine in the face of the current  
pandemic in companies and interactions, as  
well as the establishment of the conceptual  
framework that will serve as a guide to  
achieve the objectives.  
With this article, it will also be possible to  
know the interaction between the doctor  
and the patient, something totally new in  
this new modality of virtual medical  
attention.  
This quali-quantitative research has the  
objective of finding out the results of  
telemedicine and its doctor-patient  
interaction, in the face of the Covid 19  
pandemic in the labor population of the city  
of Manta. For this purpose, it presents an  
exploratory methodological structure that  
will allow us to go deeper into the topic  
raised and which has been supported by its  
respective literary review, the results are  
expressed through tables and graphs,  
To select the sample, we will take the  
technique of Hernandez Sampieri (2014)  
diverse sample or maximum variation, as it is  
intended to achieve and show the diverse  
perspectives of six patients working in  
different private companies.  
By means of the quantitative approach the  
sample will be selected by means of the  
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Revista Científica y Arbitrada de Ciencias Sociales y Trabajo Social ‘‘Tejedora’’: Vol. 5 (Núm. 9) (ene-jun 2022). ISSN: 2697-3626  
Aragundi-Muñoz et al. (2022)  
probabilistic method establishing the serious  
calculation from a confidence interval of  
b) Research participants.  
The participant population for this research  
work was taken as a reference, from the  
companies that belong to the Chamber of  
Industry of Manta. The sample of this  
research corresponds to 387 people.  
9
5
6%, with a systematic margin of error of  
%.  
Reason for which, the selected sample will  
be of the 387 people after applying the  
formula:  
c) Study area.  
This research had a local impact, covering  
the labor population of the city of Manta in  
the year 2020.  
The instruments that will be applied and  
used are the work sheets for the collection  
and annotation of important information,  
based on the bibliography that will be used  
as a theoretical basis for this research. In  
addition, the online survey will be used to  
develop and confirm the information  
collected in the interviews.  
d) Techniques used.  
For this research, surveys were used as a  
technique to collect information and in  
addition, six interviews were conducted with  
a group of people who had had the  
experience of using telemedicine.  
e) Statistical analysis.  
a) Methodological design.  
The results of this research are represented  
in tables and graphs, which were generated  
by the statistical analysis program SPSS 25.  
The present degree research work that was  
developed is of an exploratory type, since  
this study, as it is defined by Hernández  
Sampieri, “is used when the objective is to  
examine a little-studied or novel topic”, such  
as telemedicine, which has resurfaced due to  
the current phenomenon of COVID-19.  
3
. RESULTS  
Data representation through text.  
Of the population surveyed, 74% say that  
medical care should be maintained on a  
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Revista Científica y Arbitrada de Ciencias Sociales y Trabajo Social ‘‘Tejedora’’: Vol. 5 (Núm. 9) (ene-jun 2022). ISSN: 2697-3626  
Results of telemedicine and its doctor-patient interaction, in the face of the Covid 19 pandemic, in the working population  
of the City of Manta  
face-to-face basis, while 26% say that it is  
not necessary.  
telemedicine has credibility for them, while  
23.6% stated the opposite.  
The population considered for this research,  
stated that there was good treatment  
occupying a percentage of 55.7%, while  
The participants in this research indicated  
with 53.8% that the treatment prescribed by  
the doctor was effective, and 5.8% stated  
that it was not.  
4
3
0.4% did not apply for this question, and  
.9% of the population indicated that there  
Data representation by means of  
tables.  
was no good treatment.  
According to the population surveyed, 76.4%  
stated that the doctor's response through  
The data obtained from the survey will be  
presented in the following tables.  
Table 1. Do you think the doctor's care should be face-to-face?  
Valid Accumulated  
Frequency Percentage percentage percentage  
74,0  
100,0  
Valid  
Yes  
304  
107  
411  
74,0  
26,0  
74,0  
26,0  
No  
Total  
100,0  
100,0  
Participants surveyed said that medical care  
should remain face-to-face, although  
telemedicine is a good option, traditionalism  
in face-to-face care still prevails.  
Table 2. Do you think that there was good treatment in the consultation made online?  
Valid  
percentage  
Accumulated  
percentage  
Frequency Percentage  
Valid  
Not  
166  
40,4  
40,4  
40,4  
applicable  
Yes  
229  
16  
55,7  
3,9  
55,7  
3,9  
96,1  
No  
100,0  
Total  
411  
100,0  
100,0  
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Aragundi-Muñoz et al. (2022)  
Respondents indicate that despite being  
virtually with their doctor and not  
interacting physically, there was good  
treatment in the telemedicine process.  
Table 3. Does the treating doctor's response to the telemedicine service have credibility for you?  
Valid  
percentage  
Accumulated  
percentage  
Frequency  
Percentage  
76,4  
Valid  
Yes  
314  
97  
76,4  
76,4  
100,0  
No  
23,6  
23,6  
Total  
411  
100,0  
100,0  
According to participants, the doctor's  
response has due credibility in the process of  
telemedicine, he was clear and precise at the  
time of medical care causing the patient to  
feel safe throughout the process of virtual  
health care.  
Table 4. Was the treatment prescribed by the doctor effective for your reason for consultation?  
Accumulated  
percentage  
Frequency  
166  
Percentage Valid percentage  
Valid  
Not  
applicable  
40,4  
40,4  
40,4  
Yes  
221  
24  
53,8  
5,8  
53,8  
5,8  
94,2  
No  
100,0  
Total  
411  
100,0  
100,0  
The treatments prescribed by the doctor  
through telemedicine were effective for the  
pathology presented, as mentioned by the  
participants, despite the insecurity that  
many felt at the time of choosing this form  
of medical care, and in the absence of  
auscultation and physical contact.  
4. DISCUSSION  
Of the labor population surveyed in the city  
of Manta, according to the objective of lack  
of physical contact in the process of  
telemedicine, the participants stated with  
7
4%, that they consider that medical care  
should continue to be of the face-to-face  
type.  
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Revista Científica y Arbitrada de Ciencias Sociales y Trabajo Social ‘‘Tejedora’’: Vol. 5 (Núm. 9) (ene-jun 2022). ISSN: 2697-3626  
Results of telemedicine and its doctor-patient interaction, in the face of the Covid 19 pandemic, in the working population  
of the City of Manta  
In reference to the evaluation of the impact  
of the telemedicine service of the author  
Jhon Pardo, 80% stated that it is not  
necessary to go to a medical appointment in  
person and 20% expressed that it is  
considered necessary.  
In relation to the previously mentioned, as a  
Social Worker, it is important to frame the  
good treatment, through respect, courtesy  
and an appropriate attitude towards the  
patient-user, with the objective of general  
trust.  
It is important to mention that, according to  
the opinions of those interviewed, most of  
them indicate that the care received by the  
doctor was adequate, even though they did  
not meet the doctor in person.  
Regarding the credibility of the doctor's care  
through telemedicine, 76.4% of respondents  
said they do trust this new alternative of  
medical care, and 23.6% said the opposite. In  
relation to other studies, in this case by the  
author Jhon Pardo (2011) on evaluating the  
impact of telemedicine service, 89% said  
that the response of the treating physician  
was credible and 11% indicated that it was  
not.  
The participants of the present survey, with  
a percentage of 55.7% indicate that there  
was good treatment in the telemedicine  
process and with 3.9% that there was not.  
In reference to the study of coverage of  
health services, of the Ministry of Public  
Health of Peru, corresponding to the year  
It was possible to observe through the  
results that the doctor's response, even if  
not in person, still has the credibility that  
characterizes this professional.  
2
009, in the results of the most important  
factors for a good health care, is the good  
treatment of the doctor in the process of  
telemedicine with 24%, in relation to the  
attention that the patient receives.  
Of the population surveyed, 53.8% stated  
that the treatment sent by their doctor via  
telemedicine was effective, while 5.8%  
stated the opposite. Taking as a reference  
the evaluation of the impact of the  
telemedicine service, by the author Jhon  
Pardo, it is referred that the treatment was  
Those interviewed in this research indicated  
that there was a cordial, attentive and  
interactive attention with the doctor which  
provided confidence in the health care  
process.  
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Aragundi-Muñoz et al. (2022)  
effective with 95% while 5% indicated that it  
prevent the spread of this virus, but people  
still prefer and trust medical-patient care,  
that is, the traditional way of making a  
was not.  
Compared to the interview instrument,  
participants stated that the treatment  
prescribed by the doctor was successful for  
their disease.  
medical  
appointment that  
includes  
auscultation, taking vital signs, processes  
that generate patient safety. This medical  
model is ratified and with it its implications  
in the development and training of doctors,  
which proposes to restructure the  
curriculum in order to adapt to this new  
alternative of virtual medical care, ensuring  
quality care and warmth, even if they are not  
developed in a classroom.  
The medical treatments, under the modality  
of telemedicine do have positive results  
towards the patients, allowing this to be an  
effective alternative of attention.  
5
. CONCLUSIONS  
According to the specific objective, of the  
lack of physical contact, the investigation  
verifies, that, by means of the use of the  
telemedicine, exists good treatment on the  
part of the doctor, although the  
consultations are not made in a presential  
way.  
In relation to the specific objective of the  
interaction that exists between the doctor  
and the patient, it is important to emphasize  
that this relationship should not be affected  
by the inclusion of technology in medicine.  
On the contrary, this way of doing medicine,  
through a technological device, allows the  
doctor to reach patients whose state of  
health sometimes makes their transfer  
impossible, and also optimizes time and  
resources of the user and/or family  
members in charge.  
In addition, this research yielded data, that  
the treatments prescribed under this  
modality of telemedicine do represent an  
effectiveness at the time of attending the  
different pathologies that affect the patient.  
It is concluded that given the need to avoid  
contagion from the pandemic we are  
currently experiencing, telemedicine is  
presented as an alternative means to  
RECOMMENDATIONS  
It is recommended to spread the use of  
telemedicine in the face of the current  
pandemic we are living, since it is a viable  
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Results of telemedicine and its doctor-patient interaction, in the face of the Covid 19 pandemic, in the working population  
of the City of Manta  
alternative to prevent the spread of the  
virus, without moving away from the  
traditionalism of medical care.  
Ministerio de Telecomunicaciones y de la  
Sociedad de la Información. (2020).  
Boletín oficial. Quito, Pichincha:  
Mintel.  
As a Social Work professional it is important  
to always instill, in every medical service  
provided, good treatment and empathy with  
the patient in order to understand the reality  
he/she lives and be emotionally involved in  
his/her recovery.  
Organización Mundial de la Salud. (2019). La  
OMS publica las primeras directrices  
sobre intervenciones de salud digital.  
OMS.  
Pardo, J. (2013). Evaluación del impacto del  
servicio de telemedicina en los  
usuarios de ese Hospital lcides  
Jiménez. Perú, Puerto Asis.  
BIBLIOGRAPHIC REFERENCES  
Cacerez, E., Castro, S., Gómez, C., & Pullana,  
J. (2011). Telemedicina: Historia,  
aplicaciones y nuevas herramientas  
en el aprendizaje. Univ. Méd. Bogotá  
(Colombia), 11-35.  
Hernández Sampieri, R. (2014). Muestreo en  
la investigación cualitativa. En R.  
Hernández-Sampieri, Metodología  
de la Investigación (págs. 415 - 430).  
México DF: McGRAW-HILL  
Interamericana Editores, S.A.  
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