Table 2.

Provider-identified barriers and facilitators to telemedicine uptake.

Theme and category				Example quotes
Barriers
	Difficulty with technology setup		“Does not know how to set up apps on smartphone” “Low tech literacy” “Couldn’t figure out log in” “Patient is quite unfamiliar with technology, did not know what MyChart was…didn’t feel comfortable following the texted link to connect to Doximity video visit”
	Lack of video-compatible device or technology		“Patient does not own a smart phone, no household contacts with a smart phone” “Only has landline” “Lack of Wi-Fi access”
	Patient preference for in-person visits		“Really prefers in-person, feels like she gets better care” “Very resistant to video/phone visit, doesn’t believe getting adequate care”
	Patient preference for phone visits		“Declined video, not comfortable with apps” “Patient requested phone visit”
	Video platform issues (eg, Epic-MyChart, Zoom, or Doximity)		“Kept freezing when we tried Doximity and Epic/Zoom” “Could not figure out Zoom/MyChart (we tried on 3 different cell phones before we were successful)” “Doximity unsuccessful”
	Poor connectivity		“Poor connection on cellular network” “Audio connectivity issues at the beginning of the call…video was a little grainy but still preferable to nothing.” “Patient had terrible connectivity due to Wi-Fi connection (he lives in a shelter), he could not get the audio to work”
	Inadequate social support or setting		“Unstable social situation (living in a shelter with her two children)” “Lives alone without younger family members to help navigate tech-based platforms” “Limited privacy for video visit”
Facilitators
		Assistance from a relative			“Son and niece helped coordinate call” “Daughter had to patch patient in for a 3-way call” “Son and niece helped coordinate call, also used an interpreter” “Patient’s English-speaking daughter was next to her and helped her set-up”
		Technologic proficiency			“Very comfortable using technology” “Has smartphone, digitally savvy” “Patient is generally more tech-savvy…previously connected to MyChart for prior video visits both with me and with specialists; uses MyChart to check lab results and send messages”