Experiences of Australian primary healthcare nurses in using telehealth during COVID-19: a qualitative study

Abstract

ObjectiveThis study sought to explore the experiences of Australian primary healthcare (PHC) nurses in the use of telehealth during COVID-19. Telehealth was defined as the use of any telecommunications mode (eg, telephone and videoconferencing) to deliver healthcare.Design and settingThematic analysis of qualitative interviews undertaken in Australian PHC.ParticipantsTwenty-five PHC nurses who had participated in a national survey about their experiences during COVID-19 were recruited using purposive sampling.MethodsSemistructured telephone interviews were conducted from June to August 2020. Interviews lasted a mean of 38.5 min. They were audio-recorded and transcribed before thematic analysis was undertaken. The consolidated criteria for reporting qualitative research were followed.ResultsFour overarching themes were identified: preparedness, accessibility of telehealth, care experience and impacts on the PHC nurses’ role. Some nurses were experienced in the use of telehealth, while others indicated a lack of preparation and limited appropriate technology to support its use. Telehealth enabled patients to access care but did not support complex clinical assessment. Participants indicated that patient engagement in telehealth was dependent on access and confidence using technology, perceived safety when physically attending the practice and the value they placed on care via telehealth. Many participants expressed frustration about telehealth funding and its impact on facilitating nurses to practise to their full scope.ConclusionTelehealth has provided a means to continue PHC service delivery during COVID-19. While there are advantages to adopting this technology, considerations of the challenges and lessons from this experience are important to inform the future implementation of telehealth initiatives.

GP perceptions of telehealth services in Australia: a qualitative study

“…30 This supports the current study findings regarding the ways GPs adapted their practice to deliver telehealth during COVID-19. The need to refine logistical processes to improve telehealth delivery has been continuously reported in the literature, 11,25,[30][31][32][33] which supports GP discussions on the need for improved infrastructure and streamlined telehealth processes.…”

“…Further to this, timepressures and business needs within general practice have been identified in other research as factors that influence GP service delivery. 25,[27][28][29] In the current study, financial and business pressures were also found to influence GP delivery of telehealth.…”

“…24 Comparison with existing literature An Australian study found that primary care nurses were frustrated with telehealth funding during COVID-19. 25 Similarly, another study reported that availability of telehealth funding was a barrier to telehealth adoption. 26 This need for telehealth funding is consistent with this study as the need for ongoing telehealth reimbursement was highlighted.…”

Primary Health Care Nurses’ Perceptions of Risk During COVID‐19: A Qualitative Study

“…This paper reports specifically on interview data that emerged about perceptions of risk associated with the pandemic. Other disparate aspects of data from the project are reported elsewhere (Halcomb et al, 2020a(Halcomb et al, , 2020bJames et al, 2021).…”

What can general practice learn from primary care nurses’ and healthcare assistants’ experiences of the COVID-19 pandemic? A qualitative study

“…There is a substantial volume of international qualitative literature documenting nurses’ experiences of the pandemic. Most of these studies are set in hospitals 25 26 28–36. Fewer studies focus on primary care nurses who, with differing responsibilities during the pandemic and moving forward, possess different insights.…”