Table 2.

When quality attribute is most controllable for telemedicine service encounters

Quality attributes/encounter control points	Before the encounter	Encounter start	Encounter body	Encounter end	After the encounter
System quality attributes
Reliability	⊕		⊕
Peripheral sophistication	⊕
Ergonomic design	⊕
Performance	⊕		⊕
Usefulness	⊕		⊕
Affordability	⊕
Information quality attributes
System feedback to patient	⊕	⊕	⊕
Quiet/soundproof	⊕
Adequate lighting	⊕		⊕
Audio clarity	⊕	⊕
Motion handling	⊕		⊕
Image resolution	⊕		⊕
Service quality attributes
Technical support	⊕	⊕	⊕	⊕
Scheduling support	⊕				⊕
Patient education	⊕	⊕
Privacy	⊕	⊕	⊕	⊕
Suitable temperature	⊕	⊕	⊕
Facilitating décor	⊕
Use quality attributes
Focus on patient care	⊕
Consultant telepresence	⊕	⊕	⊕	⊕
Medical team coordination	⊕	⊕	⊕	⊕
Telemedicine trained staff	⊕
Conveys access/review of patient records		⊕	⊕
Clear future directives				⊕	⊕
Professionalism (clinician in patient room)	⊕	⊕	⊕	⊕
Mix with in-person examinations	⊕

Note: ⊕ indicates when each attribute is most in control for each medical video conferencing quality attribute.