Participants' and family members' experiences with telehealth during the Covid-19 pandemic

December 2022

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Amplify OnTrackNY project summaries provide an accessible overview of projects led by Amplify OnTrackNY, including the goals, actions taken, learnings, and next steps. 

Project overview

What is the goal of this project?

The COVID-19 pandemic required OnTrackNY teams to switch their services from being provided in-person to being provided mostly via telehealth (by video, phone, or text messaging). This project aimed to understand OnTrackNY participants', graduates', and family members' experiences with this transition to telehealth.  

What has happened so far?

Amplify OnTrackNY interviewed 19 OnTrackNY participants/graduates and 9 family members, asking what it was like working with their OnTrackNY team during the pandemic, which services they had been receiving, how they felt about receiving those services via telehealth, and if they had any suggestions for improving telehealth services at OnTrackNY.

To assess the degree to which participants’ views were captured accurately, Amplify OnTrackNY presented the findings to 4 interviewees. The interviewees noted that their views were represented among the themes and that the results resonated with them. 

What was learned?

When speaking to Amplify OnTrackNY about their experiences with OnTrackNY's telehealth services,  OnTrackNY participants, graduates, and family members all shared their perspectives which grouped into the following themes: 

Use of technology: Participants reported using various methods to connect with their OnTrackNY teams during the pandemic, including using video platforms, phone, or text. Most participants reported positive experiences with using technology, although some mentioned challenges with internet connectivity, image and audio freezing, and challenges with accessibility features (for example, using closed captions or translation services).

Accessibility of OnTrackNY services: There was an initial period of adjustment for accessing technology and learning how to use it. However, most participants and family members felt that OnTrackNY was able to continue providing a range of services using telehealth. Participants described their OnTrackNY teams as being "helpful" and "supportive" during the pandemic.

Convenience, flexibility & engagement:  Most participants shared that telehealth was convenient, with benefits such as less commute time, lower financial costs, and more flexibility (for example, being able to have last-minute appointments). However, some participants reported a downside to telehealth was feeling less motivated when engaging with providers. Some family members noted that they provided more support to their loved ones to ensure they continued engaging with OnTrackNY services through telehealth.

Level of comfort: Many participants reported feeling less judged and more able to fully be themselves when using telehealth. Participants also shared they experienced less paranoia and felt less anxious before appointments compared to when they were in-person. However, some participants experienced challenges with having privacy at home and had concerns about cyber security, including a fear of their Zoom account being hacked. 

Social connection: Most participants mentioned at least one challenge with social connection when interacting through telehealth. For example, they noted that body language and facial expressions were harder to interpret virtually. Participants shared that in-person interactions and connection are different from virtual and expressed a preference for groups in particular to be held in-person.

Suggestions for the future: Overall, participants and their families emphasized a preference for a hybrid model in the future, allowing for a balance of the benefits of both in-person and telehealth services.

What is next for the project?

We are sharing what we learned, including these themes and suggestions, with different groups like OnTrack Central and the OnTrackNY Youth and Young Adult Leadership, Family Advisory, and Provider Councils. 

How will this project make a difference?

Understanding participants' and family members' perspectives on receiving OnTrackNY services through telehealth will help OnTrackNY teams think through how to best offer services and support people moving forward.  

To learn more about this project, email amplify.otny@nyspi.columbia.edu

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