Table 3.

How the qualitative themes and subthemes fit with Greenhalgh's non‐adoption, or abandonment, or non‐sustainability (NASSS) domains

NASSS Domains	Themes	Sub‐themes	Number of times domain identified in analysis
Medical condition	1. Disease progression 2. Physical examination requirements	1. New diagnosis 2. Flare‐up 3. New medication 4. Fear aspect of condition will be missed due to lack of physical examination	51
Technology	3. Method of telehealth delivery 4. Privacy	5. Sound quality 6. Lack of access to Internet or video‐conferencing device 7. No caller ID 8. Concerned about being overhead 9. Background noise	11
Value of service to certain sub‐populations of patients (value proposition)	5. Vulnerable populations 6. Workers 7. Availability of services during COVID‐19 pandemic	10. Homeless population 11. Patients living with a disability 12. Patients who are carers or receiving services from carers 13. Patients from rural or regional areas 14. Patients who require interpreting services 15. Fear of contracting COVID‐19 in healthcare setting	42
Barriers to adoption of services	8. Difficulty communicating 9. Relationship between patient and clinician	16. Cognitive overload 17. Difficulty conveying condition severity, condition's impact, physically and emotionally 18. Rapport with treating clinician	47
Organisation	10. Logistics	19. Timing of consultation 20. Posting of blood forms, prescriptions 21. Convenience	90
Embedding and adaptation over time (organisational resilience)	11. Mixed model clinic structure (telehealth and face‐to‐face clinic simultaneously run)	22. Able to see doctor if condition deteriorates 23. Able to see doctor annually/bi‐annually for examination and ‘check‐in’	40