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

Laura J Neil1,2, Roshni Mendis1,2, Jaimon T Kelly1,2

  • 1Centre for Online Health, The University of Queensland, Brisbane, Australia.

Telemedicine Journal and E-Health : the Official Journal of the American Telemedicine Association
|March 27, 2026
PubMed
Summary
This summary is machine-generated.

Consumers prefer in-person visits but choose telephone consultations for prescriptions or results. Increased videoconferencing experience boosts video consultation use, while tech issues deter it.

Keywords:
COVIDbehavioral healthconsumer preferencestelehealthtelemedicinevirtual health

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Area of Science:

  • Health Services Research
  • Digital Health
  • Consumer Health Behavior

Background:

  • Telehealth adoption is growing, but consumer preferences for different modalities (telephone vs. video) remain under-explored.
  • Understanding these preferences is crucial for optimizing telehealth service delivery and integration into healthcare systems.

Purpose of the Study:

  • To identify key factors influencing consumer choices between telephone and video consultations for various health conditions.
  • To analyze how demographics, telehealth experience, and specific clinical scenarios impact modality selection.

Main Methods:

  • A cross-sectional survey of 1,069 Australian adults who used telehealth in 2021.
  • Multinomial regression analysis was applied to national survey data.
  • Data included demographics, telehealth usage, and preferences for telephone/video consultations across different scenarios.

Main Results:

  • In-person consultations were preferred, except for prescriptions or test results, where telephone consultations were favored.
  • Prior videoconferencing experience increased preference for video consultations over in-person visits.
  • Internet connectivity issues and need for tech support increased preference for telephone consultations.

Conclusions:

  • Consumer preferences for telehealth modalities are influenced by a complex interplay of factors.
  • Increased familiarity with videoconferencing enhances preference for video consultations, especially for chronic conditions.
  • Technological barriers and support needs significantly impact the avoidance of video consultations, highlighting areas for service improvement.