# Australian Clients' Perspectives on Accessing Alcohol and Other Drug Counselling via Telehealth: A Qualitative Study

## TL;DR

This study explores how Australian clients feel about using telehealth for drug and alcohol counseling, highlighting both benefits and challenges compared to in-person sessions.

## Contribution

The study provides new insights into client preferences for telehealth versus face-to-face AOD counseling in an Australian context.

## Key findings

- Participants were generally open to using telehealth for counseling in the future.
- Telehealth was seen as helpful for overcoming access barriers and increasing confidence.
- Privacy concerns and challenges in building rapport were noted as drawbacks of telehealth.

## Abstract

Telehealth—the delivery of services via phone or video—has the potential to overcome barriers to attending alcohol and other drug (AOD) counselling by removing the need to physically attend appointments. However, it may raise other barriers related to technical difficulties, privacy concerns, or challenges developing a therapeutic relationship. Little is known regarding client preferences when both face‐to‐face and telehealth services are available. This study aimed to explore clients' views on the benefits and drawbacks of accessing AOD counselling via telehealth in comparison to face‐to‐face.

This qualitative study involved semi‐structured interviews with 22 Australians who had received AOD counselling services via telehealth and face‐to‐face within the past 12 months. Data were analysed using an inductive thematic approach.

All participants indicated they would be open to accessing AOD counselling via telehealth again in the future in at least some circumstances, although their preferences for telehealth or face‐to‐face sessions varied. Participants' discussion of preferences reflected five themes: (i) telehealth helps to overcome barriers to accessing counselling; (ii) telehealth can increase confidence to engage in counselling; (iii) telehealth can limit rapport; (iv) privacy concerns with telehealth counselling; and (v) increasing awareness of telehealth can support client choice.

Participants viewed availability and awareness of the option to access AOD counselling via telehealth as important to client‐centred care. Service providers may need to invest in clinician training and systems development to ensure that they can provide safe, secure and effective counselling via telehealth.