Telehealth Performance and Economic Impact in West Bengal: A Developing Economy Analysis

Abstract

Globally, the COVID-19 pandemic has sped up the implementation of telehealth, including in India, where programs like eSanjeevani and Swasthya-Ingit in West Bengal have increased access to digital healthcare services, decreased travel, and improved patient outcomes. Notwithstanding these developments, there is still little data on the effectiveness of services and their financial advantages. Through patient and healthcare provider surveys and interviews, this study assesses the effectiveness of telehealth and its financial impact in West Bengal. Results show high user satisfaction, especially with regard to continuity of care, accessibility, and time efficiency. Usability, provider-patient communication, and platform trust are important determinants of satisfaction. By lowering travel expenses, saving consultation time, and easing hospital traffic, telehealth has freed up healthcare professionals to concentrate on high-acuity cases. However, unequal access is restricted by technical obstacles, low digital literacy, and inconsistent internet connectivity, particularly among older adults and in rural areas. In general, telehealth shows efficacy, affordability, and accessibility, especially for routine consultations and follow-ups for chronic care. If focused interventions address digital literacy, infrastructure gaps, and inclusive access, its expansion offers a long-term plan to enhance healthcare delivery in developing nations.