Hospital dual-channel adoption decisions with telemedicine referral and misdiagnosis

•We explore the impact of referrals and misdiagnosis on hospital dual-channel adoption.•We employ a game-queueing model to capture interaction between online and offline channels.•We propose the necessary conditions for operating a telemedicine channel.•We give the optimal capacity allocation ratio between online and offline channels.•We analyze the effects of online cure rate and cost ratio on healthcare system performances.