JMIR Publications

ABSTRACT

Background:

In response to the extensive implementation of telemental health services during the COVID-19 pandemic, several recent studies examined patient use and satisfaction with the services in this era. However, a systematic review of determinants for these outcomes in the recent literature is lacking.

Objective:

The aim of this systematic review was to give an extensive overview of the literature and highlight influential determinants of patient use and satisfaction with synchronous telemental health services during the COVID-19 pandemic.

Methods:

This review satisfies the PRISMA guidelines and was registered in PROSPERO. Peer-reviewed quantitative studies that observed determinants of patient use or satisfaction with synchronous telemental health services during the COVID-19 pandemic were included. PubMed, PsycINFO and Web of Science database searches were made in August 2022 for English- and German-language studies published from 2020 onwards. Key steps were performed by two reviewers. Determinants were synthesized into major categories informed by dimension of the widely used and established Unified Theory of Acceptance and Use of Technology (UTAUT).

Results:

Of the 20 included studies, n = 10 examined determinants of patient use, n = 7 determinants of patient satisfaction and n = 3 studies observed both outcomes. The study quality was mainly good or fair. Great heterogeneity concerning study designs, methods and findings existed. Sociodemographic characteristics and health-related determinants were mostly considered. Major dimensions of the UTAUT were neglected in the recent studies. While most findings were mixed or non-significant, some indications for potential relationships were found (e.g., for sex, age and symptom severity).

Conclusions:

Findings revealed potential target groups (e.g., female and young patients) for future post-pandemic telemental health interventions. However, they also identified patient groups that were harder to reach (e.g., older patients with severe symptoms) – efforts may be beneficial to address such groups. Future quantitative and qualitative research is needed to secure and expand the recent findings, which could help to improve services.