| Popis: |
Background: The COVID-19 pandemic triggered a sudden increase in the need for mental health services and a rapid escalation in the delivery of these services via telehealth. Little is known about how people experience telehealth as part of a new mental health service, where relationships with service providers have not yet been established. In this paper, we present data from a qualitative service evaluation relating to people’s experiences of telehealth and their preferences regarding future use. Methods: Data are drawn from semi-structured interviews with 45 participants (32 people who accessed mental health services, 7 informal support people, and 6 people who had accessed services themselves as well as identifying as informal supports). Data relating to experiences of telehealth, comparisons with in-person services, and preferences were coded inductively and analysed using constant comparative analysis. Results: Just over half of the people in our sample preferred telehealth or at least regarded it as a suitable option. Those who preferred telehealth were more likely to have had direct experience with it, particularly via videoconferencing, as part of their access to this new mental health service. Reasons for preferring in-person services included the belief that interpersonal communication was superior in these settings, compatibility with personal communication style, and discomfort with technology. Those who preferred telehealth modalities cited its convenience, elimination of the need to travel for services, the comfort and safety afforded by being able to access services at home, and the ability to communicate more openly online. Conclusions: Our findings suggest that telehealth services have a legitimate place in future models of mental health care outside of pandemic situations. Many people who accessed services expressed a preference for participating in at least some of their mental health services remotely as it enhances choice and accessibility. Hybrid models of care may harness the unique benefits of both in-person and remote service modalities. These findings help to illuminate the potential of telehealth services when engaging with people seeking mental health help for the first time and in situations where existing relationships with those who provide services have not yet been established. |
