JMIR Publications

ABSTRACT

Background:

Commercially run direct-to-consumer (DTC) telemedicine services are on the rise in countries such as Australia and the US. These include DTC services that are web-based, largely asynchronous, and offer targeted treatment pathways for specific health issues (e.g., weight loss; or sexual function). It has been argued that DTC telemedicine improves access to healthcare and promotes patient empowerment. Despite research examining quality and safety issues, little is known about users’ reasons for accessing DTC telemedicine services or their perceptions of them.

Objective:

To examine the perspectives of Australian users accessing DTC telemedicine services, including reasons for use, perceived benefits and concerns, in addition to their usage and interaction with traditional general practice services.

Methods:

An online cross-sectional survey including questions on demographics, published and validated scales, and author-developed closed- and open-response questions was administered via REDCap in 2023 to Australian adults accessing DTC telemedicine services.

Results:

Among the 151 respondents, most (n=136, 90.1%) had seen a general practitioner (GP) in the previous 12 months and were somewhat or very satisfied (n=118, 86.7%) with the care. The majority of respondents were using a DTC telemedicine service offering prescription skin care (n=92, 67%), and most DTC users had self-initiated care (n=128, 84.8%). The most frequently cited reasons for using were related to convenience (n=97, 80.2%) and flexibility (n=71, 58.7%). Most participants reported they felt “more in control” (n=106, 82.9%) and “in charge” of their health concern (n=102, 78.4%) when using DTC telemedicine services, in addition to having “more correct knowledge” (n=92, 71.9%) and “feeling better informed as a patient” (n=94, 71.8%). “Costs of services” (n=40, 39.2%) and “privacy” (n=31, 30.4%) were most frequently reported concerns with using digital healthcare technologies such as DTC telemedicine.

Conclusions:

We report that most users perceive DTC telemedicine services as offering ease of access and convenience, and that their use contributes to a greater sense of empowerment over their health. Concerns were related to data privacy and the costs of utilising the services. Responses suggest that DTC telemedicine may be tapping into a previously unmet need, rather than complementing traditional healthcare provided by a GP. Clinical Trial: N/A