Table 1.

Indicative quotes: beyond simply telehealth or face-to-face.

Participant	Indicative quote
Patient, F 50–70, neuroendocrine cancer, Australia	It's just a disembodied voice on the phone who's telling you whatever news about your scan… I just felt it was unsatisfactory because I couldn't ask him questions about my results. He always gives me my results, the printouts of all the scan results and things and the bloods all come to me. But this time, our two-minute call was over and then the nurse emailed my results to me. But you can't actually ask him about anything on those results or clarify anything. You can't discuss anything else with him because it's all over and done very quickly.
Patient, M 50–70, neuroendocrine cancer, Australia	And I actually emailed him all my questions beforehand, which I think was a really good thing to do. And then I recorded him, with his permission, on the speaker phone. I probably would have preferred a Zoom, but he does telephone things now.
Patient, F 51–70, ovarian cancer, United States	I think, if I am feeling well and everything seems to be going well, I'd rather do it telehealth. When I was having problems with my port area, I definitely wanted to be there in-person, because they had to see- I mean, I sent pictures for people to evaluate, etc., but to be there in person to actually have them see it is it is a big difference.
Husband, M 51–70, neuroendocrine cancer, Australia	Well, I just think she'd feel more comfortable being face-to-face. If the doctor needs to examine her, she can examine her or he can examine her or whatever. We can't do that through a video. They can't reach out and get someone's pulse and listen to their heartbeat. It's a little bit hard.
Friend, F 51–70, neuroendocrine cancer, Australia	I just think for a medical appointment, I just feel like you need a bit more reassurance perhaps. A little bit more of that closeness, I think.
Patient, M 30–50, pancreatic cancer, Australia	It wasn't even Zoom: Zoom wasn't offered. It was just telehealth. Actually, sitting down and reading their eyes and letting their eyes read you, I miss that. Whereas you're just on the phone, like now, and someone's just reading a report and saying, “How are you going and everything?” when they can't actually see you or you can't actually show them where you're having the stomach pain, et cetera, that sort of stuff. So that's what I miss. So, I personally wouldn't mind a combination of both, up to the patient, so as well as to say, “I'm sort of busy that week. I'd prefer telehealth.” But normally I'd prefer a face-to-face.
Husband, M 30–50, neuroendocrine cancer, Australia	Telehealth, the hospital's not very good at telehealth. Maybe it's the staff, maybe it's the tools they have, but they seem to struggle with it. So yeah. I mean, it's good because we don't have to go in… So it's cut down on our travel time and the impact it has on us as far as just getting in there, which is good. And there's a lot of appointments that have never really needed to be face-to-face. So, in that regard, to be honest, it's better. But they're not great at actually establishing a Zoom call where you can actually see their face. […] They can barely get their face on the thing, let alone be able to actually show you images. So, they're just not set up well for that sort of thing, and we'd just rather be there and see it and be able to ask questions.
Patient, F 30–50, lung cancer, Australia (c)	For me, that takes away the driving to the hospital or the arranging childcare-type thing. And, I mean, the last phone call I got from the oncologist a week ago, I swear I was on that phone for one minute. […] And the one before that was actually in person and I drove an hour-and-a-half, or my friend did, to get there. Waited 40 minutes-plus in the waiting room and saw him for five minutes.
Patient, F 51–70, breast cancer, United States (b)	I think it is something that the physicians should say, “this is something that we are going to do for our patients” by having a small video-conference room on the premises where the spouse or support person can sit comfortably, and in private, and do the video consultation with patients and the physician, if the support person is not allowed in there. Not in a public waiting area. Not outside the building. Not in your car. Not in a restaurant down the road. A physician should not also be assuming that, well her spouse is going to be sitting at home, looking at the computer at home. The support person/spouse can't be driving the patient to their appointment and get back home in time to sit at the computer at home.