Healthcare Providers’ Perspectives on Telemedicine for NCD Management During and After COVID-19 in India: A Qualitative Study

TL;DR

This study explores how healthcare providers in India used telemedicine to manage non-communicable diseases during and after the pandemic, highlighting both benefits and challenges.

Contribution

The study provides new qualitative insights into telemedicine's role in NCD care in resource-limited settings and offers provider-recommended strategies for sustainable adoption.

Findings

Telemedicine supported care continuity, reduced in-person visits, and improved medication adherence during the pandemic.

Challenges included poor connectivity, lack of physical exams, and low digital literacy among older patients.

Providers recommend hybrid models, better infrastructure, and simplified platforms for long-term telemedicine success.

Abstract

Public health relevance—How does this work relate to a public health issue?

Telemedicine played a crucial role in sustaining non-communicable disease (NCD) care during the COVID-19 pandemic in India.

Healthcare providers’ experiences provide insights into the real-world use of telemedicine in resource-limited settings such as those with poor internet, staff shortages, limited time, or low digital skills.

Public health significance—Why is this work of significance to public health?

This study provides qualitative evidence on the system-level, technological, and clinical challenges affecting the long-term integration of telemedicine into routine NCD care.

Provider-recommended strategies, including workflow restructuring, digital literacy strengthening, and hybrid care models, align with national digital health goals.

Public health implications—What are the key implications or messages for practitioners, policy makers and/or researchers in public health?

Addressing infrastructure gaps, improving digital competencies, and incorporating video-enabled and hybrid models are essential for sustainable telemedicine adoption.

Future digital health policies and research should incorporate provider insights and follow patients over time, using mixed-method approaches to ensure equitable and resilient NCD care delivery.

Non-communicable diseases (NCDs) remain a major contributor to global morbidity and mortality, with India bearing a substantial share of this burden. The COVID-19 pandemic disrupted routine clinical care and accelerated the transition to telemedicine for chronic disease management. This study explores healthcare providers’ perspectives on the use of telemedicine for NCD care during and after the pandemic, including its perceived benefits, limitations, and future relevance within the broader digital health landscape. Semi-structured interviews were conducted with 33 purposively selected healthcare providers with experience in telemedicine for NCD care between February and June 2025, audio-recorded, transcribed verbatim, and thematically analyzed using NVivo 15. Providers reported that telemedicine supported continuity of care, reduced the need for in-person visits, facilitated medication adherence, and offered reassurance for patients during periods of restricted mobility. However, limitations were identified, including the inability to conduct physical examinations, connectivity challenges, and low digital literacy, particularly among older adults. While overall satisfaction with telemedicine was positive, participants emphasized the need for strengthened digital infrastructure, greater patient awareness, and simplified platforms to improve usability. The findings underscore telemedicine’s continued relevance for NCD management beyond the pandemic, contingent on improved accessibility and system integration.