Table 3. Patient Experience and Engagement With the Health System.

Participant	Example responses
Positive Experience
Clinician	“Patients feel that they’re getting the attention that they need without [the] risk.” (Clinician 14)
Care partner	“We do it by telephone…and I have participated.” (Care partner 13)
Patient	“There wasn't anything that made [telehealth] difficult. I was comfortable with it, I understood what the purpose was.” (Patient 14) “Instead of coming home from the doctor's office or the hospital and going, ‘Now what did they tell me to do? Who did I see?’ It's all written out for you after visit in telehealth. I have it there forever. It's in my file now. It's written out.” (Patient 29)
Challenging Experience
Clinician	“[The] problem is some patients really don’t have a space for themselves. They have to go outside…they have people around them, not a very private environment.” (Clinician 8) “It's been pretty challenging....We've had a lot of technical difficulties along the way. It's rare that you do an entire half day of clinic without at least one person that you're not able to connect with. Either they can't hear you or they can't see you, or they are not able to log on at the time of the appointment and you end up switching to a phone visit. Or even on the phone sometimes you cannot hear each other, It's been challenging because then you've spent, out of the 20 minutes you have together, you spend 10 minutes trying to connect and it's been quite frustrating.” (Clinician 18)
Patient	“I just think the communication is better [in-person]. On the telephone, I probably don't [ask] any questions anyway. I just listen.” (Patient 21)
Care partner	NA