Genetics providers' experiences using telehealth: A grounded theory approach

There was a paucity of research describing the perspectives and experiences of clinical genetics providers in telehealth prior to the SARS-CoV-2 pandemic. The available literature focused primarily on provider satisfaction and offered limited insight into genetics providers' work in telehealth. The purpose of this study, conducted just prior to the widespread knowledge of SARS-CoV-2 in the United States and mass transition to telehealth, was to understand the telehealth process from the vantage of genetics providers working in telehealth practice settings. This research employed grounded theory using the constant comparative method in coding and analysis of data to generate theory. Ten genetics providers were interviewed over the phone about their experiences, specifically the efficacy of telehealth work, providers' perspectives of patient outcomes, and personal fulfillment derived from telehealth patient care. Six themes emerged in the study: Making Professional Choices, Increasing Patient Access, Providing Effective Services, Understanding Telehealth Limits, Feelings about Telehealth Consultations, and Deepening Personal Fulfillment. These major themes guided the creation of the Theoretical Model of Telehealth Providers in Genetics, which depicts the connections between providers' personal fulfillment in telehealth, commitment to patient services, and the provision of telehealth to the public. This model may help others who are working on telehealth initiatives or developing telehealth programs. Findings from this study can support the current use and the growth of telehealth in genetics as a result of the SARS-CoV-2 pandemic. Future research is needed to describe the telehealth process and develop valid instruments for assessing and measuring the constructs of the Theoretical Model of Telehealth Providers in Genetics.