Service user experiences and views regarding telemental health during the COVID-19 pandemic: A co-produced framework analysis

• DOI: 10.1371/journal.pone.0257270
• Publication Date: 2021-09-16T17:39:54Z
• Authors: Norha Vera San Juan; Prisha Shah; Merle Schlief; Rebecca Appleton; Patrick Nyikavaranda; Mary Birken; Una Foye; Brynmor Lloyd-Evans; Nicola Morant; Justin J. Needle; Alan Simpson; Natasha Lyons; Luke Sheridan Rains; Zainab Dedat; Sonia Johnson
• Keywords: Telehealth; Pandemic

Background The prominence of telemental health, including providing care by video call and telephone, has greatly increased during the COVID-19 pandemic. However, there are clear variations in uptake acceptability, concerns that digital exclusion may exacerbate previous inequalities access to good quality care. Greater understanding is needed how service users experience what determines whether they engage find it acceptable. Methods We conducted a collaborative framework analysis data from semi-structured interviews with sample people already experiencing mental health problems prior Data relevant participants’ experiences views regarding pandemic were identified extracted. collection used participatory, coproduction approach where researchers lived experience, contributed all stages collection, interpretation findings alongside clinical academic researchers. Findings preferences forty-four participants dynamic varied across time settings, as well between individuals. Participants’ shaped reasons for contacting services, their relationship providers, both parties’ technology individual preferences. While face-to-face tended be preferred option, benefits remote making more accessible some populations improved efficiency functional appointments such prescription reviews. Participants highlighted important challenges related safety privacy online gave examples strategies had experienced, services scheduling regular phone calls developing guidelines about tools. Discussion our study have advantages care, significant limitations risk hindering support services. Some these seen potentially removable, example through staff training or better users. Others indicate need maintain traditional contact at least appointments. There flexible individualised user circumstances Further research on ways minimising supporting effective use technologies.