Australian Digital Mental Health Services: Consumer Perceptions of Their Usability and Acceptability

Abstract

Digital mental health interventions are effective and can greatly enhance access to mental health care. They can reach people in remote and low-income areas and reduce the stigma of seeking mental health help by offering anonymity. Despite these benefits, they have not been fully integrated into mental health service delivery. The aim of this study was to understand consumers’ experiences and perceptions of accessing care through digital mental health services. Consumers of three key Australian Digital Mental Health Services completed an online survey about their experience receiving mental health care through digital mental health services. Some consumers were also invited to elaborate on their responses by taking part in a phone interview. A total of 351 participants completed an online survey (overall response rate of 11% of all those invited to take part), and 23 participants of whom also completed a phone interview. Most consumers were female and under the age of 50 years. Overall, consumers were very positive about their experience of using digital mental health services. They appreciated the accessibility, convenience, self-paced nature, therapeutic support, and guidance. Most found the services user-friendly, easy to use and navigate and were satisfied with their experience. A small number of consumers experienced difficulties with technology and internet connections. Most consumers would recommend services to their peers and recommend that digital mental health services be better promoted to improve awareness. Digital mental health services have a vital role in mental health care provision. Further research is needed to examine how digital mental health services can cater to the specific needs of disadvantaged sub-populations and diverse cultural populations and be seamlessly implemented in mental health care systems.