Lessons from the COVID-19 pandemic: People’s experiences and satisfaction with telehealth during the COVID-19 pandemic in Australia

Objectives

To determine how participants perceived telehealth consults in comparison to traditional in-person visits, and to investigate whether people believe that telehealth services would be useful beyond the pandemic.

Design

A national cross-sectional community survey.

Participants

Australian adults aged 18 years and over (n=1369).

Main outcome measures

Telehealth experiences.

Results

Of the 596 telehealth users, the majority of respondents (62%) rated their telehealth experience as “just as good” or “better” than a traditional in-person medical appointment. On average, respondents perceived that telehealth would be moderately to very useful for medical appointments after the COVID-19 pandemic is over (M=3.67 out of 5, SD=1.1). Being male (p=0.007), having a history of both depression and anxiety (p=0.037), or lower patient activation (individuals’ willingness to take on the role of managing their health/healthcare) (p=0.037) were associated with a poorer telehealth experience. Six overarching themes were identified from free-text responses of why telehealth experience was poorer than a traditional in-person medical appointment: communication is not as effective; limitations with technology; issues with obtaining prescriptions and pathology; reduced confidence in doctor; additional burden for complex care; and inability to be physically examined.

Conclusions

Telehealth appointments were reported to be comparable to traditional in-person medical appointments by most of our sample. Telehealth should continue to be offered as a mode of healthcare delivery while the pandemic continues and may be worthwhile beyond the pandemic.

The known

• The COVID-19 pandemic has resulted in an increase in telehealth services.

The new

• The majority of telehealth users (62%) perceived their experience to be just as good or better than traditional in-person medical care; and that telehealth would be at least somewhat useful beyond the pandemic.

• Having a history of both depression and anxiety was associated with a poorer telehealth experience and in-person visits were frequently preferred over telehealth visits for mental health appointments.

The implication

• Telehealth should continue to be offered while the COVID-19 pandemic continues and may be worthwhile beyond the pandemic, however, telehealth may be less effective for mental health services.