Trust and confidence in telehealth-delivered services: a nation-wide cross-sectional study

Soraia de Camargo Catapan; Centaine L. Snoswell; Helen M. Haydon; Annie Banbury; Emma E. Thomas; Liam J. Caffery; Anthony C. Smith; Jaimon Kelly

doi:10.1080/07359683.2024.2422202

Trust and confidence in telehealth-delivered services: a nation-wide cross-sectional study

Soraia de Camargo Catapan^*, Centaine L. Snoswell, Helen M. Haydon, Annie Banbury, Emma E. Thomas, Liam J. Caffery, Anthony C. Smith, Jaimon Kelly

^*Corresponding author for this work

Research output: Contribution to journal › Article › Research › peer-review

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Abstract

Sustaining telehealth uptake hinges on people’s desire and ability to effectively engage with it. We explored trust and confidence in telehealth delivered by medical and allied health using cross-sectional survey of 1,116 Australians. Descriptive analysis presented factors that would improve trust and confidence in telehealth cross-tabulated with video consultation experience. Inferential statistics compared levels of trust in medical and allied health telehealth with user-related variables. Trust in medical telehealth was higher than in allied health, but practice with video calls, experience with high-quality telehealth, and good internet were associated with greater levels of trust in both groups. Telehealth with a known health professional and no additional costs were top-ranked factors to improve trust and confidence. Participants confident in troubleshooting trusted telehealth more. This first cross-sectional study on trust and confidence in telehealth suggests that digital upskilling and promoting quality video consultations can potentially enhance telehealth adoption.

Original language	English
Pages (from-to)	1-19
Number of pages	19
Journal	Health Marketing Quarterly
Early online date	30 Oct 2024
DOIs	https://doi.org/10.1080/07359683.2024.2422202
Publication status	E-pub ahead of print - 30 Oct 2024
Externally published	Yes

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10.1080/07359683.2024.2422202Licence: CC BY-NC-ND

Trust and confidence in telehealth-delivered services a nation-wide cross-sectional studyFinal published version, 1.2 MBLicence: CC BY-NC-ND

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title = "Trust and confidence in telehealth-delivered services: a nation-wide cross-sectional study",

abstract = "Sustaining telehealth uptake hinges on people{\textquoteright}s desire and ability to effectively engage with it. We explored trust and confidence in telehealth delivered by medical and allied health using cross-sectional survey of 1,116 Australians. Descriptive analysis presented factors that would improve trust and confidence in telehealth cross-tabulated with video consultation experience. Inferential statistics compared levels of trust in medical and allied health telehealth with user-related variables. Trust in medical telehealth was higher than in allied health, but practice with video calls, experience with high-quality telehealth, and good internet were associated with greater levels of trust in both groups. Telehealth with a known health professional and no additional costs were top-ranked factors to improve trust and confidence. Participants confident in troubleshooting trusted telehealth more. This first cross-sectional study on trust and confidence in telehealth suggests that digital upskilling and promoting quality video consultations can potentially enhance telehealth adoption.",

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AU - Snoswell, Centaine L.

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AU - Banbury, Annie

AU - Thomas, Emma E.

AU - Caffery, Liam J.

AU - Smith, Anthony C.

AU - Kelly, Jaimon

PY - 2024/10/30

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AB - Sustaining telehealth uptake hinges on people’s desire and ability to effectively engage with it. We explored trust and confidence in telehealth delivered by medical and allied health using cross-sectional survey of 1,116 Australians. Descriptive analysis presented factors that would improve trust and confidence in telehealth cross-tabulated with video consultation experience. Inferential statistics compared levels of trust in medical and allied health telehealth with user-related variables. Trust in medical telehealth was higher than in allied health, but practice with video calls, experience with high-quality telehealth, and good internet were associated with greater levels of trust in both groups. Telehealth with a known health professional and no additional costs were top-ranked factors to improve trust and confidence. Participants confident in troubleshooting trusted telehealth more. This first cross-sectional study on trust and confidence in telehealth suggests that digital upskilling and promoting quality video consultations can potentially enhance telehealth adoption.

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Trust and confidence in telehealth-delivered services: a nation-wide cross-sectional study

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Trust and confidence in telehealth-delivered services: a nation-wide cross-sectional study

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Public health nutrition research

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