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Table 2 Summary of qualitative interview findings

From: Telehealth service delivery in an Australian regional mental health service during COVID-19: a mixed methods analysis

 

Consumers

Providers

Service leaders and managers

Enablers

Facilitates rapport similar to face to face

Type of clinical work (physical assessment vs. extended mental health assessment and psychological therapy)

Adequate infrastructure (computer, internet) and space

Early success was motivating

Prior experience

Barriers

Unreliable and inconsistent internet connectivity

Inadequate infrastructure (hardware, internet access and speed)

Lack of peripherals

Clinical information and cues may be lost

Lack of appropriate space (privacy)

Suitable space for privacy

Platform hard to navigate

Cumbersome platform

Early negative experiences

Distrust of technology

Lack of confidence with technology

Lack of leadership

Fear of intrusion into private space

 

Discomfort with video images of self

 

Recommendations for future use

Should be available as an option to provide access and choice

Investment in robust, stable, user-friendly platform and infrastructure

Provision of in-person training

 

Development of guidelines for use

Identify clinician and consumer champions

 

Provide/develop strong leadership

Schedule staff rotations into telehealth

 

Provide mechanism to share knowledge and experience