JMIR Publications

ABSTRACT

Background:

Studies have reported delays in healthcare utilization due to safety concerns around the COVID-19 pandemic. These delays can result in increased morbidity and mortality from otherwise treatable conditions. Telehealth provides a safe alternative for patients to receive care when other circumstances make in-person care unavailable or unsafe, but many aspects of its use are unknown.

Objective:

To examine characteristics of telehealth users and non-users and their reported experiences among Veteran and non-Veteran respondents to a longitudinal online survey during the COVID-19 pandemic.

Methods:

Nationwide online survey of current behaviors and healthcare experiences during December 2020-March 2021. Analysis utilized a two-part regression model examining association between telehealth use and number of visits with respondent characteristics. Participants included US Adults participating in Qualtrics Online Panels. Primary outcomes were self-reported telehealth use and number telehealth visits.

Results:

There were 2,085 total responses to the first wave with good completion, and 898 (43.1%) reported using telehealth since the pandemic began. Most respondents who used telehealth reported much or somewhat preferring an in-person visit (58.5%). Individuals were less likely to use telehealth and had fewer visits if they 55 years or older (OR 0.39, CI 0.25 – 0.62 for ages 55-64; IRR 0.43, CI 0.28 – 0.66) or lived in a small city (OR 0.63, CI 0.43 – 0.92; IRR 0.71, CI 0.51 – 0.99). Receiving healthcare partly or primarily at the VA was associated with telehealth use and more telehealth visits.

Conclusions:

Some groups who may benefit from telehealth are still underserved. Telehealth services and outreach should be improved to provide accessible care for all.