"Giving the patients less work": A thematic analysis of telehealth use and recommendations to improve usability for autistic adults.
Daniel Gilmore, Lauren Harris, Christopher Hanks and 4 others
PMID 36325713WHAT IT FOUND
Autistic adults and families found telehealth scheduling complex and anxiety-inducing.
They preferred using patient portals for registration to avoid phone tag, but wanted clear instructions and reminders. Staff time constraints made phone-based check-ins difficult, leading to missed pre-visit troubleshooting.
Key findings
01Participants preferred completing pre-visit registration and rooming via patient portals to avoid the logistical burden and anxiety of phone calls, though some valued phone support for troubleshooting.
02Unclear expectations about being contacted by phone for virtual rooming caused significant barriers, with patients describing the process as 'playing phone tag' and staff noting inconsistent communication.
03Staff time constraints prevented consistent pre-visit phone calls, which meant valuable appointment time was spent gathering information that should have been obtained beforehand.
STILL TO COME
How it was doneWhat they foundWhat it means for OTs
Read the rest of this summary
You get three full summaries a month, free, and we do not ask for a card. Search, the TL;DRs and your library stay unlimited either way.
What it does not show
The sample was small (25 participants) and drawn from a single specialty clinic, limiting generalizability to other healthcare settings. Participants were highly confident with technology, so the findings may not reflect the experiences of autistic adults with lower digital literacy or intellectual disabilities. The demographic sample was homogeneous, with few participants from racial or ethnic minority backgrounds. Socioeconomic status and insurance type were not assessed, which can significantly impact access to reliable internet and devices needed for telehealth.
Declared interests
One author is the founder and medical director of the clinic where the study was conducted but was not involved in data collection or analysis. No other conflicts were declared.
The easy way to misread this
Do not assume all autistic adults prefer digital-only communication. While many found portals easier, some participants specifically valued phone contact for troubleshooting technology issues. A rigid 'portal-only' policy may exclude those who need real-time human support to connect.