Understanding consumer preferences for allied health telehealth services in Australia: a discrete choice experiment

Telehealth can reduce barriers to allied health care, but consumer preferences remain underexplored. Because allied health involves discipline-specific assessment and therapeutic techniques, findings from medical telehealth may not generalise.

To investigate consumer preferences for telehealth in Australian allied health services.

An online discrete choice experiment was conducted with 1001 participants drawn from an Australian consumer panel, with recruitment quotas ensuring adequate representation of culturally and linguistically diverse (CALD) (n = 194, 19.4%) and rural participants (n = 285, 28.7%). Participants completed hypothetical choices in two allied health clinical frames (physiotherapy and psychology). Attributes and levels were developed through literature review, focus groups, and consumer and expert input. Data were analysed using conditional logit and latent class models, with subgroup analyses by rurality and CALD.

In-person or hybrid models were preferred. Telehealth preference improved with reliability, though technical issues penalised. Timeliness and cost drove uptake, while long waits and high fees reduced use. Rural participants were more sensitive to delays and technical problems; CALD participants were more cost-sensitive but accepting of reliable telehealth. Patterns were similar across physiotherapy and psychology, physiotherapy valued punctuality and psychology valued structured follow-up. Latent class analysis identified three groups: traditionalist and cost-sensitive (47.2%), cost-tolerant generalists (27.4%), and time- and travel-sensitive users (25.4%).

Reliable, affordable telehealth can be an attractive option for allied health care, although preferences vary. Policies that support affordability, cultural responsiveness, and quality standards, while enabling mixed delivery models, are critical to meeting consumers' diverse needs and circumstances.