Patients' Experiences of Confidentiality, Comprehensibility, and Respect of Teleconsultations Compared to In-Person...

Health care faces challenges in access to care and waiting times in many countries. One strategy to address these challenges has been to increase the utilization of teleconsultations, with appointments arranged by video, messaging, or phone calls. It is important to gather information related to patients' experiences with different ways of arranging their healthcare appointments. We examined the associations of the type of recent appointment (in-person, by phone call, or via digital services) with patients' experiences of that appointment. We assessed whether patients experienced that a) their information was handled confidentially, b) matters related to their situation were explained in an understandable manner, and c) they were treated with respect. We used data from the population-based cross-sectional Healthy Finland Survey, conducted from September 2022 to February 2023, which included 22 665 respondents (53% women). Logistic regression analyses were conducted, adjusted for service sector, encountered healthcare professional, self-rated health, age, sex, and urbanization status. Patients whose appointment was conducted by phone call had greater odds of not agreeing that their information was handled confidentially (OR=1.48, 95%CI=1.15-1.90), matters related to their situation were explained in an understandable manner (OR=1.37, 95%CI=1.18-1.58), and they were treated with respect (OR=1.36, 95%CI=1.14-1.63) compared to those whose appointment was in-person. Patients whose appointment was conducted via digital services had greater odds of not agreeing that matters related to their situation were explained in an understandable manner (OR=1.34, 95%CI=1.07-1.36) and they were treated with respect (OR=1.36, 95%CI=1.04-1.77) compared to those whose appointment was conducted in-person. According to our results, patients can experience teleconsultations less confidential, understandable, and respectful compared to in-person appointments. Confidentiality as well as the comprehensibility and respectability of communication should be improved in teleconsultations.