Table 4.

Experiences with and Perspectives on Virtual Health Care

Themes	Example quotes
Virtual care removes barriers to care due to being more convenient and time efficient	“I liked [the virtual visits]. And they were good for me because I struggle with depression really bad and sometimes, I can't even get out of bed. And when you don't want to get out of bed and you don't want to deal with the world, it's nice to have that appointment over the phone.” (Patient 5) “Sometimes [virtual care is] okay because sometimes you don't have that much time… to go to your appointment.” (Patient 8) “So, for regular care… maybe the annual checkups or new diagnosis or stuff like that, I think that I like the in-person a lot better. If it's just diagnosis, medication… I think telehealth is extremely helpful. It's fast, and it gives you that.” (Patient 18)
Inability to adequately assess body language during a virtual care encounter	“[Virtually] I can read people's body language… I have a much better time because I can make good choices for myself, who's good for me and who's not. But over the computer I can't do that.” (Patient 6) “When you're present, the body language tells you that, ‘Yes…’ you have another problem, and the doctor would ask, ‘Does something hurt?’ or whatever. But you can't see that by videoconference.” (Patient 10)
Virtual care isn't adequate when a patient needs a physical exam	“Let's say I call to tell [a doctor] that I feel sick and nauseous and that I'm vomiting, I'm [willing to follow their instructions]. But if you're going to make a call because you need the doctor to auscultate you, I don't see how [that's possible].” (Patient 1) “I think that in-person [care] is better, because if there's a problem, according to my symptoms, if I feel bad, the doctor can refer me to have my blood sugar tests done to check my levels or take my [blood] pressure. I have a device [at home], but I don't know if it's okay.” (Patient 16)
Virtual care should be used only when it is not possible to obtain in-person care	“It would be better [to obtain care] in person, but if it can't be done in person, only by phone, then, there's no other way.” (Patient 13) “[Virtual care] was strange because I usually always have the appointment… in person, but there was no other way, so [virtual care] was better than nothing.” (Patient 14)
Discomfort with virtual care due to lack of experience with using it	“[I wouldn't feel comfortable with virtual care] since I've never done it, I always go to see [my doctor] in person, so for me, I'd like it better if [my care was] in person.” (Patient 9)
Importance of in-person care for establishing an emotional connection with the doctor	“I'd prefer a face-to-face [in-person] visit because there's nothing better than having a person there, you know? Because you see emotions in person. It's as if you kind of connect with that person.” (Patient 2) “In the middle of the pandemic, when… my wife [died], [my primary care clinician] hugged me in the middle of the pandemic when the COVID situation was at its peak. And that proves that—I mean, the human warmth of the doctor, right? [That is] exactly [what I would miss].” (Patient 3)