Telehealth use in Australian primary healthcare during COVID-19: a cross-sectional descriptive survey

ObjectiveThis study aimed to investigate Australian primary healthcare professionals' experiences of the rapid upscaling of telehealth during COVID-19.DesignA cross-sectional survey.Participants and settingTwo hundred and seventeen general practitioners, nurses and allied health professionals employed in primary healthcare settings across Australia were recruited via social media and professional organisations.MethodsAn online survey was disseminated between December 2020 and March 2021. The survey comprised items about individual demographics, experiences of delivering telehealth consultations, perceived quality of telehealth consultations and future perceptions of telehealth.ResultsTelephone was the most widely used method of providing telehealth, with less than 50% of participants using a combination of telephone and video. Key barriers to telehealth use related to the inability to undertake physical examination or physical intervention. Telehealth was perceived to improve access to healthcare for some vulnerable groups and those living in rural settings, but reduced access for people from non-English-speaking backgrounds. Quality of telehealth care was considered mostly or somewhat the same as care provided face-to-face, with actual or perceived negative outcomes related to missed or delayed diagnosis. Overwhelmingly, participants wanted telehealth to continue with guaranteed ongoing funding. Some 43.7% of participants identified the need to further improve telehealth models of care.ConclusionThe rapid shift to telehealth has facilitated ongoing care during the COVID-19 pandemic. However, further work is required to better understand how telehealth can be best harnessed to add value to service delivery in usual care.

Automated summary

This study explores the experiences of Australian primary healthcare professionals regarding the rapid expansion of telehealth during COVID-19. A survey was conducted among 217 general practitioners, nurses, and allied health professionals. The findings indicate that telephone was the most commonly used method for telehealth consultations, but there were barriers related to physical examinations. Telehealth was seen as beneficial for improving access to healthcare for vulnerable groups and rural populations, but it reduced access for non-English-speaking individuals. The quality of telehealth care was considered comparable to face-to-face care, but missed or delayed diagnosis was a concern. Participants strongly advocated for the continuation of telehealth with ongoing funding.