We aimed to explore consumer experiences of ambulatory telehealth services and whether consumer experiences differed according to whether they received their consultation using telephone or video technology. We conducted structured telephone interviews with patient consumers who had received a recent remote consultation by telephone or video call, at local ambulatory allied health or multidisciplinary services within a large public metropolitan public health network. Respondents were asked about their recent experience and future choices in relation to telehealth. Responses from consumers who received telephone and video consultations were compared. Consumers from community rehabilitation, community health, allied health outpatients, multidisciplinary specialist clinics and mental health services participated (n = 379), of whom 245 received a telephone consultation (65%) and 134 a video consultation (35%). Almost half of respondents (49%) expressed preference for future face-to-face care and 29% reported they would choose to use telehealth over face-to-face consultation for a similar appointment again. Many commented that they would be influenced by the type of consultation required and expressed a desire to have a choice. Approximately 80% of both groups reported they had achieved the desired outcome from their telehealth consultation. Consumers using video were more likely to experience technical issues. Telehealth met the needs of most consumers, and responses were similar for telephone and video consultations.

中文翻译：

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澳大利亚健康网络中门诊护理中远程医疗的消费者观点

我们旨在探索门诊远程医疗服务的消费者体验，以及消费者体验是否会因他们是否使用电话或视频技术接受咨询而有所不同。我们对最近通过电话或视频电话接受远程咨询的患者消费者进行了结构化电话访谈，这些患者在当地的门诊联合医疗机构或大型公共都市公共卫生网络内的多学科服务机构进行。受访者被问及他们在远程医疗方面的近期经历和未来选择。比较了接受电话和视频咨询的消费者的反应。来自社区康复、社区健康、专职医疗门诊、多学科专科诊所和心理健康服务的消费者参与（n = 379），其中 245 人接受了电话咨询（65%），134 人接受了视频咨询（35%）。几乎一半的受访者 (49%) 表示更喜欢未来的面对面护理，29% 的受访者表示他们会再次选择使用远程医疗而不是面对面的咨询来进行类似的预约。许多人评论说，他们会受到所需咨询类型的影响，并表示希望做出选择。两组中大约 80% 的人报告说，他们通过远程医疗咨询取得了预期的结果。使用视频的消费者更有可能遇到技术问题。远程医疗满足了大多数消费者的需求，电话和视频咨询的反应相似。