Exploring the Lived Experiences of Teleconsultation Among Rural Patients in the Indonesian Digital Health System
Main Article Content
Abstract
Digital transformation in healthcare has introduced teleconsultation as a vital tool for expanding access to medical services in underserved rural areas. While its operational benefits are documented, limited research explores the subjective experiences of rural patients using virtual care platforms. This study addresses how these patients interpret and make meaning of their teleconsultation encounters.
An interpretative phenomenological approach was used to examine the lived experiences of rural patients engaged in digitally mediated consultations. Data were collected through in-depth, semi-structured interviews with ten participants and analyzed using Interpretative Phenomenological Analysis (IPA) to identify core experiential themes.
Findings show that teleconsultation is experienced as both empowering and alienating. While it removes physical access barriers, participants reported emotional disconnection, technological anxiety, and a desire for interpersonal presence. Key themes included digital alienation, fragile trust in virtual care, and the need for meaningful human connection.
These results highlight that patients’ engagement with teleconsultation is shaped not only by accessibility but also by its alignment with their expectations of care, dignity, and relational presence. The study underscores the importance of integrating cultural and emotional dimensions into digital health design and provides implications for developing more human-centered telemedicine policies and practices.
Article Details
Section
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
Abdulai, A.-F., Howard, A. F., Yong, P. J., & Currie, L. M. (2025). Addressing technology-mediated stigma in sexual health-related digital platforms: Insights from design team members. PLOS Digital Health, 4(2). Scopus. https://doi.org/10.1371/journal.pdig.0000722
Ahmed, N., Hall, A., Poku, B., McDermott, J., Astbury, J., & Todd, C. (2024). Experiences and Views of Older Adults of South Asian, Black African, and Caribbean Backgrounds About the Digitalization of Primary Care Services Since the COVID-19 Pandemic: Qualitative Focus Group Study. JMIR Formative Research, 8. Scopus. https://doi.org/10.2196/57580
Altamimi, I., Khan, S. A., Alhemsi, H., Alhumimidi, A., Alsulaim, K. B., Altoom, F., Alomri, F., Almutairi, H., Alshankiti, S., Alnobani, O., Temsah, M.-H., & Jamal, A. A. (2024). Exploring online health resources and self-care among irritable bowel syndrome patients: Analyzing internet use and AI chatbot interactions. mHealth, 10. Scopus. https://doi.org/10.21037/mhealth-24-14
Antonacci, G., Benevento, E., Bonavitacola, S., Cannavacciuolo, L., Foglia, E., Fusi, G., Garagiola, E., Ponsiglione, C., & Stefanini, A. (2023). Healthcare professional and manager perceptions on drivers, benefits, and challenges of telemedicine: Results from a cross-sectional survey in the Italian NHS. BMC Health Services Research, 23(1). Scopus. https://doi.org/10.1186/s12913-023-10100-x
Arnaert, A., Girard, A., Craciunas, S., Shang, Z., Ahmad, H., Debe, Z., & Demyttenaere, S. (2022). Patients’ experiences of telenursing follow-up care after bariatric surgery. Journal of Clinical Nursing, 31(7–8), 985–994. Scopus. https://doi.org/10.1111/jocn.15955
Barwise, A., Huschka, T., Woo, C., Egginton, J., Huang, L., Allen, J.-S., Johnson, M., Hamm, K., Wolfersteig, W., Phelan, S., & Allyse, M. (2023). Perceptions and Use of Telehealth Among Diverse Communities: Multisite Community-Engaged Mixed Methods Study. Journal of Medical Internet Research, 25. Scopus. https://doi.org/10.2196/44242
Borcsa, M., & Rober, P. (2015). Research perspectives in couple therapy: Discursive qualitative methods (p. 176). Springer International Publishing; Scopus. https://doi.org/10.1007/978-3-319-23306-2
Borghouts, J., Eikey, E. V., De Leon, C., Schueller, S. M., Schneider, M., Stadnick, N. A., Zheng, K., Wilson, L., Caro, D., Mukamel, D. B., & Sorkin, D. H. (2022). Understanding the Role of Support in Digital Mental Health Programs with Older Adults: Users’ Perspective and Mixed Methods Study. JMIR Formative Research, 6(12). Scopus. https://doi.org/10.2196/43192
Brewster, R. C. L., Zhang, J., Stewart, M., Kaur, R., Arellano, M., & Bourgeois, F. (2022). A Prescription for Internet: Feasibility of a Tablet Loaner Program to Address Digital Health Inequities. Applied Clinical Informatics, 14(2), 273–278. Scopus. https://doi.org/10.1055/a-2016-7417
Camargo, J., Cogo, D., & Alencar, A. (2022). Venezuelan Refugees in Brazil: Communication Rights and Digital Inequalities During the Covid‐19 Pandemic. Media and Communication, 10(2), 230–240. Scopus. https://doi.org/10.17645/mac.v10i2.5051
Campbell, A., Ridout, B., Amon, K., Navarro, P., Collyer, B., & Dalgleish, J. (2019). A customized social network platform (kids helpline circles) for delivering group counseling to young people experiencing family discord that impacts their well-being: Exploratory study. Journal of Medical Internet Research, 21(12). Scopus. https://doi.org/10.2196/16176
Campbell, L., Quicke, J., Stevenson, K., Paskins, Z., Dziedzic, K., & Swaithes, L. (2024). Using Twitter (X) to Mobilize Knowledge for First Contact Physiotherapists: Qualitative Study. Journal of Medical Internet Research, 26(1). Scopus. https://doi.org/10.2196/55680
Clohessy, S., Kempton, C., Ryan, K., Grinbergs, P., & Elliott, M. T. (2024). Exploring Older Adults’ Perceptions of Using Digital Health Platforms for Self-Managing Musculoskeletal Health Conditions: Focus Group Study. JMIR Aging, 7. Scopus. https://doi.org/10.2196/55693
Filia, K., Teo, S. M., Brennan, N., Freeburn, T., Baker, D., Browne, V., Ziou, M., Menssink, J., Watson, A., Brown, E., Prasad, A., Killackey, E., McGorry, P. D., Rickwood, D., Cotton, S. M., & X Gao, C. (2024). Inequitable access to mental healthcare for socially excluded adolescents. International Journal of Social Psychiatry, 70(7), 1267–1278. Scopus. https://doi.org/10.1177/00207640241262703
Fortune, J., Manikandan, M., Harrington, S., Hensey, O., Kerr, C., Koppe, S., Kroll, T., Lavelle, G., Long, S., MacLachlan, M., Nolan, D., Norris, M., O’Reilly, J., Owens, M., Walsh, A., Walsh, M., & Ryan, J. M. (2024). Understanding the use of digital technologies to provide disability services remotely during the COVID-19 pandemic; a multiple case study design. BMC Health Services Research, 24(1). Scopus. https://doi.org/10.1186/s12913-024-10652-6
Griffith, B., Archbold, H., Sáez Berruga, I., Smith, S., Deakin, K., Cogan, N., Tanner, G., & Flowers, P. (2023). Frontline experiences of delivering remote mental health supports during the COVID-19 pandemic in Scotland: Innovations, insights and lessons learned from mental health workers. Psychology, Health and Medicine, 28(4), 964–979. Scopus. https://doi.org/10.1080/13548506.2022.2148698
Hillman, W., & Radel, K. (2018). Qualitative methods in tourism research: Theory and practice (p. 294). Channel View Publications; Scopus. https://www.scopus.com/inward/record.uri?eid=2-s2.0-85050434848&partnerID=40&md5=7ea1e3f0b2027993b53f6a795804ee51
Kelley, L. T., Phung, M., Stamenova, V., Fujioka, J., Agarwal, P., Onabajo, N., Wong, I., Nguyen, M., Bhatia, R. S., & Bhattacharyya, O. (2020). Exploring how virtual primary care visits affect patient burden of treatment. International Journal of Medical Informatics, 141. Scopus. https://doi.org/10.1016/j.ijmedinf.2020.104228
Kenworthy, N., Jung, J.-K., & Hops, E. (2023). Struggling, helping and adapting: Crowdfunding motivations and outcomes during the early US COVID-19 pandemic. Sociology of Health and Illness, 45(2), 298–316. Scopus. https://doi.org/10.1111/1467-9566.13568
Lapierre, N., Huet-Fiola, C., Labrie, D., Vincent-Blouin, E., Côté, C., Gagnon, M., Rhéaume, N., Laberge, J., Best, K. L., & Routhier, F. (2024). Digital platforms to facilitate physical activities for people with physical or sensory disabilities: A scoping review. Disability and Health Journal, 17(3). Scopus. https://doi.org/10.1016/j.dhjo.2024.101626
Lutz, W., & Knox, S. (2014). Quantitative and qualitative methods in psychotherapy research (p. 448). Taylor and Francis; Scopus. https://doi.org/10.4324/9780203386071
Lykens, J., Pilloton, M., Silva, C., Schlamm, E., Wilburn, K., & Pence, E. (2019). Google for sexual relationships: Mixed-methods study on digital flirting and online dating among adolescent youth and young adults. JMIR Public Health and Surveillance, 5(2). Scopus. https://doi.org/10.2196/10695
Maddeh, M., Hajjej, F., Alazzam, M. B., Otaibi, S. A., Turki, N. A., & Ayouni, S. (2023). Spatio-Temporal Cluster Mapping System in Smart Beds for Patient Monitoring. Sensors, 23(10). Scopus. https://doi.org/10.3390/s23104614
Mahmood, S., & Kalo, Z. (2024). “Virtual counseling was a lifeline” Lived experiences of adolescent cyberbullying victims during the COVID-19 pandemic: An IPA study. Acta Psychologica, 251. Scopus. https://doi.org/10.1016/j.actpsy.2024.104637
McNabb, D. E. (2015). Research methods for political science: Quantitative and qualitative methods: Second edition (p. 426). Taylor and Francis; Scopus. https://doi.org/10.4324/9781315701141
Meyer, C. L., Surmeli, A., Hoeflin Hana, C., & Narla, N. P. (2022). Perceptions on a mobile health intervention to improve maternal child health for Syrian refugees in Turkey: Opportunities and challenges for end-user acceptability. Frontiers in Public Health, 10. Scopus. https://doi.org/10.3389/fpubh.2022.1025675
Moghimi, E., Gutierrez, G., Stephenson, C., Gizzarelli, T., Jagayat, J., Holmes, C., Patel, C., Omrani, M., Simpson, A. I. F., & Alavi, N. (2024). Experiences using an online therapist-guided psychotherapy platform (OPTT) in correctional workers with depression, anxiety, and PTSD. Frontiers in Psychiatry, 15. Scopus. https://doi.org/10.3389/fpsyt.2024.1365746
Mulrooney, M., Smith, M., Lewis, K., Vuernick, E., Anderson, D., Channamsetty, V., & Giannotti, T. (2022). Practical implementation insights from 2 population health pharmacist project approaches to improve blood pressure control. Journal of the American Pharmacists Association, 62(1), 270–280. Scopus. https://doi.org/10.1016/j.japh.2021.07.012
Murphy-Morgan, C., Brown, R., Love, C., & Branley-Bell, D. (2024). “Some distance between us”: A UK mixed methods study exploring experiences of remote care for eating disorders during COVID-19. Frontiers in Psychiatry, 15. Scopus. https://doi.org/10.3389/fpsyt.2024.1383080
Seven, Ü. S., Stoll, M., Dubbert, D., Kohls, C., Werner, P., & Kalbe, E. (2021). Perception, attitudes, and experiences regarding mental health problems and web based mental health information amongst young people with and without migration background in Germany. A qualitative study. International Journal of Environmental Research and Public Health, 18(1), 1–24. Scopus. https://doi.org/10.3390/ijerph18010081
Shang, D., Williams, C., & Culiqi, H. (2024). Telehealth Uptake Among Hispanic People During COVID-19: Retrospective Observational Study. JMIR Medical Informatics, 12. Scopus. https://doi.org/10.2196/57717
Sharma, P., Tranby, B., Kamath, C., Brockman, T. A., Lenhart, N., Quade, B., Abuan, N., Halom, M., Staples, J., Young, C., Brewer, L., & Patten, C. (2024). Beta Test of a Christian Faith-Based Facebook Intervention for Smoking Cessation in Rural Communities (FaithCore): Development and Usability Study. JMIR Formative Research, 8. Scopus. https://doi.org/10.2196/58121
Sharma, P., Tranby, B., Kamath, C., Brockman, T., Roche, A., Hammond, C., Brewer, L. C., Sinicrope, P., Lenhart, N., Quade, B., Abuan, N., Halom, M., Staples, J., & Patten, C. (2023). A Christian Faith-Based Facebook Intervention for Smoking Cessation in Rural Communities (FAITH-CORE): Protocol for a Community Participatory Development Study. JMIR Research Protocols, 12(1). Scopus. https://doi.org/10.2196/52398
Slater, H., Stinson, J. N., Jordan, J. E., Chua, J., Low, B., Lalloo, C., Pham, Q., Cafazzo, J. A., & Briggs, M. (2020). Evaluation of Digital Technologies Tailored to Support Young People’s Self-Management of Musculoskeletal Pain: Mixed Methods Study. Journal of Medical Internet Research, 22(6). Scopus. https://doi.org/10.2196/18315
Taghavi, M., Johnston, G., Urquhart, R., Henderson, D., Tschupruk, C., & Tupala, B. (2021). Workforce Planning for Community-Based Palliative Care Specialist Teams Using Operations Research. Journal of Pain and Symptom Management, 61(5), 1012-1022.e4. Scopus. https://doi.org/10.1016/j.jpainsymman.2020.09.009
Tighe, S. A., Ball, K., Kayser, L., Kensing, F., & Maddison, R. (2022). Qualitative study of the views of people living with cardiovascular disease, and healthcare professionals, towards the use of a digital platform to support cardiovascular disease self-management. BMJ Open, 12(11). Scopus. https://doi.org/10.1136/bmjopen-2021-056768
Vitali, C., Fusari, G., Baldanzi, C., Cacciatore, D. M., Crispiatico, V., Carullo, A., Rovaris, M., Cattaneo, D., Baglio, F., & Isernia, S. (2023). Telerehabilitation for Lee Silverman Voice Treatment (Tele-LSVT)-Loud on voice intensity and voice use in daily living in people with multiple sclerosis: A protocol for a feasibility and pilot randomized controlled study. Digital Health, 9. Scopus. https://doi.org/10.1177/20552076231218150
Wickerson, L., Fujioka, J. K., Kishimoto, V., Jamieson, T., Fine, B., Sacha Bhatia, R., & Desveaux, L. (2020). Utility and Perceived Value of a Provincial Digital Diagnostic Imaging Repository: Multimethod Study. JMIR Formative Research, 4(7). Scopus. https://doi.org/10.2196/17220
Woerner, M., Sams, N., Rivera Nales, C., Gorstein, T., Johnson, M., Mosser, B. A., & Areán, P. A. (2022). Generational Perspectives on Technology’s Role in Mental Health Care: A Survey of Adults With Lived Mental Health Experience. Frontiers in Digital Health, 4. Scopus. https://doi.org/10.3389/fdgth.2022.840169
Wurster, F., Beckmann, M., Cecon-Stabel, N., Dittmer, K., Jes Hansen, T., Jaschke, J., Köberlein-Neu, J., Okumu, M.-R., Rusniok, C., Pfaff, H., & Karbach, U. (2024). The Implementation of an Electronic Medical Record in a German Hospital and the Change in Completeness of Documentation: Longitudinal Document Analysis. JMIR Medical Informatics, 12(1). Scopus. https://doi.org/10.2196/47761