GOA: Goa Institute of Management (GIM) Researcher has conducted a study examining the “Gender Concordance Paradox” in India’s growing telemedicine sector. Studies conducted in the past on in-person healthcare settings have shown that patients tend to report higher satisfaction when matched with doctors of the same gender. Contrary to this, the new study conducted by Dr. Nafisa Vaz, Assistant Professor, Healthcare Management, GIM, finds that in virtual consultations, gender concordance between physician and patient may reduce patient satisfaction.

The findings of this study have been published in the prestigious Journal of Medical Internet Research, in a paper co-authored by Dr. Vaz of GIM and Dr. Vishalkumar Jani from Practo Technologies Pvt Ltd.

The research contributes evidence-based findings to an area that has remained largely unexamined in India’s culturally complex healthcare context. While gender concordance has traditionally been associated with trust and satisfaction in face-to-face care, it has not previously been studied in telemedicine in India.

To bridge this gap, the study analyses 286,196 anonymised teleconsultation records from a nationwide telemedicine provider, covering the period from January 2023 to December 2024, making it one of the largest studies on gender and telemedicine in the Global South, and spanning 20 medical specialties.

To gain a deeper understanding, the research team examined whether Gender Concordance (GC) influences –

• Patient satisfaction, defined as a score of 4 or 5 out of 5.
• Clinical recovery, as self-reported by patients in a 21-day follow-up survey.

The analysis controlled for consultation length, time of consultation, and physician resident level, and found these variables to be statistically insignificant. Paediatric consultations were excluded from parental bias reporting.

Based on this exercise, the research team found that –

·         Of the 286,196 consultations, 60.4% were gender concordant.

·         91.3% of patients reported a positive experience overall.

·         Gender concordance had a statistically significant negative association with patient satisfaction.

·         An “expectation-surprise” effect was observed among male patients, who reported higher satisfaction when treated by female clinicians, linked to perceived communication and empathy.

·         In gynaecology, female patients matched with female doctors were 4.5 times more likely to report successful clinical recovery.

Overall, the research found that while doctor–patient gender matching is not a universal predictor of success, it remains a critical factor for intimate health concerns. Additionally, patient satisfaction with the doctor’s interaction, rather than their gender or years of experience, was found to be the strongest predictor of patient recovery.

Based on these results, the research team has concluded that –

·         In close-contact specialties such as gynaecology and urology, gender concordance can be prioritised.

·         In adult medicine, where gender has less impact, flexible routing can be allowed.

·         Patient autonomy needs to be incorporated into telehealth platform design.

·         Gender-sensitive and empathy-focused communication training can be considered for medical practitioners to build trust with patients.

Speaking about the research, Dr. Nafisa Vaz said, “Digital health cannot be culturally neutral. Our analysis of 286,000 teleconsultations revealed a concordance paradox. In India, gender dynamics shape virtual care in complex, specialty-dependent ways, and platform design must reflect that reality.”

The study’s focus on India’s socio-cultural environment, where gender, modesty, and healthcare norms intersect, makes it stand out. it underscores the need for culturally informed, evidence-based approaches to designing telemedicine platforms in India and beyond.