Centre for Online Health, The University of Queensland, Brisbane, Australia.
Centre for Health Services Research, The University of Queensland, Brisbane, Australia.
J Telemed Telecare. 2023 Dec;29(10_suppl):16S-23S. doi: 10.1177/1357633X231202275.
Consumer trust and confidence in telehealth is pivotal to successful service implementation and effective consultations. This cross-sectional study measured trust and confidence in telephone and video consultations and associated with experience in telehealth modalities among people with chronic kidney disease at a metropolitan hospital in Australia. Self-report data were collected using validated trust and confidence in telehealth scales and 5-point Likert responses. Non-parametric tests were used to compare trust and confidence in telephone and video consultations (Wilcoxon Matched Pairs) and associations with telehealth experience (Mann-Whitney). Of the 156 survey participants, 96.2% had used telephone consultations and 28.9% had used video. Overall trust and confidence in using telehealth were high. Confidence (range 1-5) in using telephone consultations (mean 3.75 ± 0.71) was significantly higher than video consultation (mean 3.64 ± 0.74), = 0.039. Trust in telephone consultations (mean 3.93 ± 0.64) was significantly higher than in video consultations (mean 3.67 ± 0.66), < 0.001. There was a significant association between experience with telephone consultations and reported levels of trust and confidence in telephone consultations. Experience with video was significantly related to trust in video consultations, but not confidence. Given the substantial difference in experience between telehealth modalities, trust and confidence may change as further exposure occurs.
消费者对远程医疗的信任和信心对于成功实施服务和有效咨询至关重要。本横断面研究在澳大利亚一家大都市医院测量了慢性肾脏病患者对电话和视频咨询的信任和信心，以及与远程医疗模式体验的相关性。使用经过验证的远程医疗信任和信心量表以及 5 分李克特量表收集自我报告数据。使用非参数检验比较电话和视频咨询的信任和信心（Wilcoxon 配对检验）以及与远程医疗经验的关联（Mann-Whitney）。在 156 名调查参与者中，96.2%使用过电话咨询，28.9%使用过视频咨询。总体而言，使用远程医疗的信任和信心很高。使用电话咨询的信心（范围 1-5）（均值 3.75±0.71）显著高于视频咨询（均值 3.64±0.74），=0.039。对电话咨询的信任（均值 3.93±0.64）显著高于对视频咨询的信任（均值 3.67±0.66），<0.001。电话咨询经验与报告的电话咨询信任和信心水平之间存在显著关联。视频咨询经验与对视频咨询的信任显著相关，但与信心无关。鉴于远程医疗模式之间存在显著差异，随着进一步接触，信任和信心可能会发生变化。
