# Balancing benefits and barriers: Experiences of digital health consultations among older adults and healthcare staff

## TL;DR

Older adults and healthcare staff experience both benefits and barriers when using digital health consultations, highlighting the need for improved accessibility and usability.

## Contribution

This study provides insights into the practical and relational challenges faced by older adults and healthcare staff during digital consultations.

## Key findings

- Both older adults and healthcare staff reported mainly positive feedback about digital health consultations.
- Technical barriers and deteriorated contact with healthcare staff were significant challenges reported by participants.
- About half of the older adults would choose a digital consultation again for the same health issue.

## Abstract

Despite having high healthcare needs and being suitable candidates for digital health consultations, older adults (OAs) use these practices less commonly, and are more likely to encounter challenges, which reduces digital health equity. The objective of this study was to examine the experiences of OAs and healthcare staff (HS) using and participating in digital consultations.

A descriptive approach was employed, using both structured and semi-structured interviews with OAs (≥65 years) and HS who had completed a digital health consultation via video or asynchronous chat within the past week. Interview data were analysed with thematic analysis and descriptive statistics.

The descriptive data (N = 33 OAs; 13 HS, each reporting on the same 33 consultations) indicated that both OAs and HS gave mainly positive feedback about their recent digital health consultations, while the qualitative data offered a more nuanced perspective. About half of the OAs would choose a digital consultation again for the same health issue, if given the choice. Practical benefits and professional benefits were highlighted, though benefits for care were also noted by both OAs and HS. Barriers were primarily technical, affecting the conversation in various ways. Barriers to care also arose, mainly relating to experiences of deteriorated contact with the HS.

Digital health consultations offer significant practical benefits for both OAs and HS, and sometimes also benefit care. However, persistent technical and relational barriers highlight the need for improved usability and adaptability. Addressing these challenges and supporting individual preferences are essential steps toward increasing accessibility and ensuring equitable access to digital consultations for OAs.