ArticleCMAJ open
Telemedicine perceptions and experiences of socially vulnerable households during the early stages of the COVID-19 pandemic: a qualitative study.
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Who cites it
9 citing papers in PubMed, 2 syntheses or guidelines pooled it, 11 citations in OpenAlex.
- Patients' perspective about synchronous teleconsultation with a general practitioner: a mixed-method systematic literature review.BMC primary care · 2025Pooled it
- The pursuit of equity in COVID-19 policy and policymaking: A qualitative systematic review.Open research Europe · 2025Pooled it
- Continuity of Primary Care in Community Health Centers.Annals of family medicine · 2026Article
- Expanding Access to Care: Qualitative Insights from a Nationwide Home-Based Test-to-Treat Program for COVID-19 and Influenza.Research square · 2026Article
- Insight into Post-Pandemic Needs in Healthcare and Well-Being Among Francophone Families in the Canadian Prairies.International journal of environmental research and public health · 2026Article
- The outcomes of a telemedicine-based introductory clinical clerkship: an innovative educational model.BMC medical education · 2026Article
- Understanding Canadian experiences of suicidality during the COVID-19 pandemic: protocol of a pan-Canadian qualitative study.BMJ open · 2025Article
- Experiences and Priorities in Youth and Family Mental Health: Protocol for an Arts-Based Priority-Setting Focus Group Study.JMIR research protocols · 2023Article
- Effect of a Telehealth Navigator Program on Video Visit Scheduling and Completion in Primary Care.Journal of primary care & community healthArticle
Corrections and comments
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Authors and funding
7 authors at 2 institutions in 2 countries.
Funding
No grant is acknowledged in the PubMed record.
Abstract
backgroundEarly in the COVID-19 pandemic, efforts to decrease risk of viral transmission triggered an abrupt shift from ambulatory health care delivery toward telemedicine. In this study, we explore the perceptions and experiences of telemedicine among socially vulnerable households and suggest strategies to increase equity in telemedicine access.
methodsConducted between August 2020 and February 2021, this exploratory qualitative study involved in-depth interviews with members of socially vulnerable households needing health care. Participants were recruited from a food bank and primary care practice in Montréal. Digitally recorded telephone interviews focused on experiences and perceptions related to telemedicine access and use. In our thematic analysis, we employed the framework method to facilitate comparison, and the identification of patterns and themes.
resultsTwenty-nine participants were interviewed, 48% of whom presented as women. Almost all sought health care in the early stages of the pandemic, 69% of which was received via telemedicine. Four themes emerged from the analysis: delays in seeking health care owing to competing priorities and perceptions that COVID-19-related health care took precedence; challenges with appointment booking and logistics given complex online systems, administrative inefficiencies, long wait times and missed calls; issues around quality and continuity of care; and conditional acceptance of telemedicine for certain health problems, and in exceptional circumstances.
interpretationEarly in the pandemic, participants report telemedicine delivery did not accommodate the diverse needs and capacities of socially vulnerable populations. Patient education, logistical support and care delivery by a trusted provider are suggested solutions, in addition to policies supporting digital equity and quality standards to promote telemedicine access and appropriate use.
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