BACKGROUND: 

Telehealth services during the COVID 19 pandemic were used as an alternative method of health care delivery. At the height of the COVID 19 pandemic, Renal Supportive Care (RSC) was one of the outpatient services that utilised telecommunication technology to deliver uninterrupted and continuous care to patients who had advanced chronic kidney disease. The COVID 19 pandemic necessitated urgent adoption of telehealth and there was little time to gauge patients’ readiness for this type of care delivery.  Despite the increasing availability of telehealth video consultations, older adults have faced challenges in getting care through this type of care delivery. 

PURPOSE: 

To demonstrate the barriers and challenges encountered in using telehealth as an adjunct method to deliver health service and its effect on patient outcomes. 

METHODS: 

 Voluntary surveys were distributed to RSC patients. Semi structured interviews were conducted with participants who consented. Patient reported experience measures (PREMs)were evaluated. 

CONCLUSION: 

 It was found that significant barriers exist for older adults in connecting with their health care team through telehealth, particularly through video visits. The barriers identified were difficulties with technology and using video platforms, hearing problems, living alone, language barriers, internet connectivity and lack of desire to see the health professionals virtually.  Finding practical and achievable ways to address the digital divide which is common in older populations is crucial in ensuring quality and equity of health care.  Despite the challenges, patients and carers reported overall satisfaction with the quality care that they received from RSC.