Telehealth in physiotherapy during the COVID-19 pandemic, the perspective of the service users: A cross-sectional survey

OBJECTIVE: The satisfaction and acceptance of telehealth by the Irish physiotherapy service user is currently unclear. This study aims to evaluate the Irish service users’ experience of physiotherapy delivered totally or partially via telehealth, using a cross-sectional self-reported anonymous postal survey. METHODS: Service users (n = 250) of the Cavan Monaghan physiotherapy department, Health Service Executive (HSE), Republic of Ireland were surveyed. Data was collected on demographics, experience with technology, experience and satisfaction with physiotherapy delivered via telehealth. Qualitative thematic analysis of the free-text responses was completed. RESULTS: A response rate of 40% was achieved. Participants attended physiotherapy for an average of 2.65 months. Upper limb complaints comprised 29% of participants, 27% had a back complaint, 21% had a lower limb complaint and 14% attended for a women’s health issue. Those who received their physiotherapy consultation over the phone comprised 78%, while 15% received it virtually and 85% were highly or somewhat satisfied with the telehealth physiotherapy they received. However, 49% prefer blended care (combination of telehealth and face-to-face), 41% prefer face-to-face consultations only and 10% are satisfied with telehealth solely. The recipients of virtual calls were all satisfied. In the future, 60% of these participants would prefer blended care, 20% would prefer face-to-face care only and 20% would be satisfied with telehealth solely. CONCLUSION: The physiotherapy telehealth services were well received. There was a greater acceptance of future telehealth usage by video call recipients compared to those who received a phone call only. Engagement with appropriate service users and their needs will be required to ensure the longevity and success of telehealth.