Consumer Preferences for Telephone and Video Consultations: A Multinominal Regression Analysis Using National Survey Data

Abstract

Objectives

To examine the explanatory variables for consumers’ selection of either telephone consultation or video consultation for specific health conditions, using multinomial regression analysis conducted on a national survey dataset.

Methods

A cross-sectional survey was conducted involving a sample of Australian adults who had used a telehealth service in 2021. An online sampling service by Qualtrics® enabled the recruitment of consumers that represented the Australian population in terms of gender, age, location (state or territory), and place of residence (urban or remote). Data collected included demographics, recent telehealth experience, and preferences for telephone or video consultation for different scenarios including varying time lengths and reasons for seeking a general practitioner.

Results

A total of 1,069 consumers completed the survey. In-person consultations at a clinic were the top preference in all clinical scenarios presented, except when needing a prescription or to receive test results. In these cases, telephone consultation was preferred. General videoconferencing experience in day-to-day life increased the likelihood of consumers choosing video consultations over in-person clinic visits for their general practitioner appointments. In addition, consumers’ preferences for telephone consultations appear to be increased by internet connection issues and needing support to access technology.

Conclusions

This paper revealed that there are a variety of reasons influencing consumer preferences for health care modalities. It also demonstrated that increased exposure to videoconferencing increased consumer preferences for video consultations, particularly when seeking advice for chronic conditions, and decreased their likelihood of choosing telephone over in-person appointments, and that consumers avoid video consultations when they are experiencing technological issues or when they need support. The results of this survey give valuable insights into consumer preferences for telehealth and factors that may influence telehealth uptake within our health system.