A C A D E M I C R E S E A R C H
TE L EHEALTH PA S T , PRE S ENT AND FUTURE : A NAT I ONWI DE SURVEY OF PR I MARY CARE PROV I DER S AND CONSUMER S KAREN DAY THE UNIVERSITY OF AUCKLAND | VASUDHA RAO MASSEY UNIVERSITY | FIONA MOIR THE UNIVERSITY OF AUCKLAND | RACHEL ROSKVIST THE UNIVERSITY OF AUCKLAND | GREIG RUSSELL MASSEY UNIVERSITY | EMILY GILL THE UNIVERSITY OF AUCKLAND | BERT VAN DER WERF THE UNIVERSITY OF AUCKLAND | CAROLINE LOCKHART MASSEY UNIVERSITY | INGA HUNTER MASSEY UNIVERSITY
both in terms of quality of care and meaningful interactions? We propose that there is a need to collect data to capture the experiences of both practitioners and consumers, to more fully explore and consider the implications of ‘what has been and what could be’ and to incorporate these ideas into the design of future telehealth services. Now is the time to expand on the creative solutions that have been found and the lessons learned; a belief that has motivated the formation of this research team. The research goal is to explore consumer access to telehealth, and consumer and provider experiences of telehealth since the first lockdown in New Zealand in March 2020. We will also describe participants’ perceptions of future telehealth in New Zealand. To achieve this research aim we are conducting a cross-sectional national survey using two questionnaires on consumers’ and providers’ perspectives regarding
March 2020 saw New Zealand primary care practitioners rapidly upscale the use of telehealth in an urgent response to the Covid-19 pandemic. Shortly prior to the implementation of the first lockdown, general practitioners were directed to undertake at least 70 percent of their consultations via video, phone or a combination of both. Therefore, clinicians moved to provide these services, regardless of their previous experience of remote consultation. Whereas for some providers, this sudden change proved relatively straightforward, for many others it proved a challenge. Consumers were suddenly thrust into new ways of accessing healthcare and unfamiliar modes of communicating with their primary healthcare team. Since that first lockdown it has become clear that telehealth is likely to be an ongoing important part of healthcare delivery.
analysed and interpreted to depict New Zealanders’ telehealth experiences and possibilities, from both a consumer and provider perspective. In the vein of ‘nothing about us, without us’, our research team believe that the voices of practitioners and consumers should be at the core of the design and delivery of future telehealth services.
conclusion
The overall broad goal of our research is to improve telehealth, so that it becomes a safe and sustainable part of ‘business as usual’ in general practice, now and in the future. The study findings will establish the grounds for further in-depth research on the use of telehealth services in New Zealand general practice, with a specific focus on consumer experiences and health outcomes. You’re invited to participate in this research by completing one or both questionnaires; one for general practice providers (bit.ly/ CTE-provider) and one if you’ve been a consumer/patient (bit.ly/CTE- patient) who used telehealth in the last year.
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their use of video and phone consultations. The surveys also
To date there has been little time for healthcare providers in New Zealand to pause and reflect on their delivery of telehealth, the risks and opportunities it provides, or the nuances of improving the experience and quality of care for consumers and providers. Consumers’ views have not yet been fully considered. What was their experience of telehealth like,
collect data about participants’ views about future telehealth possibilities. Consumers and general practice providers (doctors and nurses) are invited to participate. Social media is being used in addition to paper copies of the survey to maximise responses from both participant groups. Data will be statistically
WANT TO KNOW MORE ? Karen Day | k .day@auckland. ac .nz
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