How does media richness affect continued telehealth adoption?: Extending Technology Acceptance Model with telehealth modality and patient-centered care.

Abstract

Telehealth modality is shaped by digital access, insurance coverage, and patient choices. Yet little is known about how modalities influence patient experiences and how provider communication may affect this process. This study examines how media richness affects telehealth adoption, and the role of patient-centered communication (PCC) in this relationship. The sample was selected from the 2024 Health Information National Trends Survey (HINTS). It included adult patients who used telehealth within the past year (N = 2514). Telehealth modality (phone/video/mixed consultations) was the predictor. Patients' perceived usefulness and ease of use were the mediators. PCC was the moderator. Future telehealth intention was the outcome. Hayes PROCESS Model 59 tested a fully moderated mediation model. Compared to phone-only encounters, video (ß =.50, p = .01) and mixed consultations (ß =.81, p < .01) predicted more positive attitudes toward telehealth. Video visits (ß =.50, p = .02) were associated with greater perceived ease of use. Telehealth user experience fully mediated the relationship between modalities and future intentions; PCC moderated the paths between modality and perceived telehealth usefulness. The model accounted for 30% variance in the outcome variable, future use intentions. As richer media showed superiority in enhancing patient experience, modality richness is an important component of continued patient acceptance. Although PCC enhances the telehealth experience overall, video-based care may not fully compensate the absence of in-person presence. High-quality communication assisted with technology is essential for maximizing the benefits of telehealth.