Assessment of virtual healthcare: predictors of access and utilization before, during, and after the COVID-19 pandemic

Background: Societal needs highlighted by the ongoing COVID-19 pandemic have resulted in rapid telehealth development and implementation. The broadening of guidelines for practice by regulatory bodies have allowed providers to employ video-capable devices in the virtual delivery of services to physical- and mentalhealth clients located across a broad range of settings. Aim of the study: This study examined use of synchronous, video-based, virtual healthcare before and during the COVID-19 pandemic. This included a comparison of: access for physical and mental health needs; differential assessment of service provision by professionals; consumer satisfaction; and, anticipated future use of virtual healthcare. Material and Methods: An online survey link was sent to three participant groups: college-aged students, adults, and retirement-aged persons. A total of 685 participants, varying in age, gender, ethnicity, and experience using tele-healthcare provided usable data for this study. Results: Half of participants (49.2%; n=337) used virtual healthcare; more people used it during the pandemic (87.2%; n=294) than before (26.4%; n=89). Physical services (86.8%; n=291; primarily physicians) were more common than mental health services (25.6%; n=86; primarily counselors). Access was most common through laptop computers (60.7%; n=204). Participants were satisfied with virtual healthcare experiences (Mdn=5). Almost all participants (94.2%; n=645) believed that virtual healthcare would continue after the pandemic, but only two-thirds (61.3%; n=420) reported they would use virtual healthcare if available in the future. Both previous experience with (p