Abstract
Persistent inequities in access to healthcare services remain a major public health challenge in the Philippines, particularly in rural and underserved communities where shortages of health professionals persist, reflected in a doctor-to-patient ratio of approximately 1:33,000. Digital health interventions, including telehealth, are increasingly recognized as system-level strategies to strengthen primary care and promote equitable access. This study evaluated Medee, an AI-driven telehealth platform designed to support early health-seeking be havior through semi-autonomous triage, symptom assessment, and health education, aligned with the WHO Global Strategy on Digital Health 2020-2025.
A mixed-methods evaluation was conducted integrating usability testing, the 12-item User Experience Ques tionnaire (UEQ), the System Usability Scale (SUS), and thematic analysis of open-ended user feedback. A total of 200 participants completed the assessment. UEQ results demonstrated high user acceptability, with Attractiveness (M = 1.84), Perspicuity (M = 1.61), Stimulation (M = 1.81), and Novelty (M = 1.92) rated as Excellent, and Efficiency (M = 1.50) and Dependability (M = 1.31) rated as Good. The mean SUS score of 78 placed the platform within the 80th-85th usability percentile. Qualitative findings highlighted perceived in tuitiveness, motivational design, and support for timely health decision-making, with users identifying strong potential for hybrid care integration. However, usability challenges were noted among older and lower-liter acy users, and demographic analysis revealed a predominantly young, urban, and educated user base, under scoring persistent digital equity gaps.
These findings indicate that AI-enabled telehealth platforms such as Medee can enhance health system re sponsiveness and access when implementation strategies explicitly prioritize inclusive design, digital literacy support, and integration within existing primary care and community health infrastructures.
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