Uncovering healthcare staff attitudes to the rapid deployment of telehealth in Victoria, 2020-2021: a 12-month telehealth experience

Background: Telehealth was widely adopted in health services during the COVID-19 pandemic. It is unknown what the attitudes and ongoing needs of healthcare staff are after a rapid implementation of telehealth.

Aims: To evaluate staff attitudes to telehealth utilisation after a rapid implementation.

Methods: A health service-wide bespoke survey was sent to all clinicians, managers and administration staff in June-July 2021. We evaluated attitudes to: (i) telehealth application in the model of care; and (ii) the barriers and enablers to use of telehealth. Descriptive statistics were used for quantitative data, and content analysis for the textual data.

Results: One hundred and thirty-four respondents completed the survey (response rate = 22.5% of healthdirect users (71/315), and 3.2% of total healthcare staff population). Most commonly, telehealth was identified as being important (78%) and safe (79%) by clinicians, and important (100%) and encouraged (88%) by managers. In contrast, telehealth was identified as not the same as face to face (56%; 50%), but easy to add to usual work arrangements (43%; 44%) by clinicians and managers respectively. The most common enablers of telehealth were: (i) having others use the same telehealth platform (74.3%; 100%); and (ii) completing training (68.9%; 72.7%) by clinicians and managers respectively. The most common barriers were having: (i) reliable Internet connectivity (39.2%; 45.5%) by clinicians and managers, respectively; (ii) the right equipment (clinician 37.8%); and (iii) a private area (managers 36.3%).

Conclusions: Despite training and having support from colleagues to implement telehealth, ongoing needs were identified that may promote uptake in specific health settings.