JMIR Publications

ABSTRACT

Background:

The use of telehealth consultations appears to be welcomed by many mental health clients. Nevertheless, there is limited research investigating whether telehealth fosters a sense of safety and meets their needs.

Objective:

o explore mental health service users experiences and attitudes of using telehealth.

Methods:

We conducted a mixed-methods self-report online survey to elicit experiences and attitudes of telehealth in a convenience sample of mental health (including alcohol and other drug use) clients. Demographic and quantitative data were categorised using frequencies and percentages. Content analysis was applied to answers generated by the question ‘does telehealth allow you to feel safe to be who you are and to have your needs met?’. Results were discussed using a trauma-informed care lens to deepen our understanding of the capacity of telehealth to create a culture of safety in the provision of mental health services.

Results:

Two-hundred and seven participants were included in the analysis. Eighty-nine percent (n=185) agreed that using telehealth allowed them to feel safe and have their needs met, and 10.6% (n=22) disagreed. Qualitative findings revealed that telehealth promoted a sense of physical and emotional safety, enhanced client choice and control over the therapeutic interaction, and facilitated privacy and confidentiality, helping to alleviate and stigma and discrimination often encountered by people with mental illness and alcohol and other drug use problems, particularly minority groups. However, some groups may experience barriers to the use of telehealth that can lead to a sense of disempowerment.

Conclusions:

Application of a trauma-informed perspective showed that service providers may benefit from telehealth-specific interpersonal skills training to maximise their capacity to adapt the technology to the needs and circumstances of diverse groups.