Table 2.

Facilitators and Barriers

Facilitator (F) and barrier (B) themes according to the TPB Model
TPB model component (example quotes)	Themes.
Attitude “And by the way, the positive for my father is that he's basically deaf and he does have two hearing aids, but he reads lips. And so, when you've got a mask on in the office, it's very hard for him to understand what's going on. But when he could see Dr. D's face right in the screen, that was easier for him”.—Informal Caregiver	• Provider sensitivity (ICG)—F • Removal of PV—F • Providing information about patient wait times (SC) —F • Happiness at avoiding the hospital building (PT)—F
“And I had some Parkinson's patients who, for whatever reason, I don't think they like me in their space as much, and so talking to a computer was less threatening and they seemed to open up a little bit. So, we have the full range of experience.”—Physician
Subjective norm “And I know lots of people who did that. And I think that generally makes them familiar with communicating by an audio-visual method.” —Patient	• Supportive staff during visit (PT)—F • Using Zoom software for communication with others outside hospital (PT)—F • Spouse using telemedicine (PT) —F
“And I think that because we're technologically savvy, it really wasn't a big step for us. I mean, she and I, we each have and operate separate computers.”—Patient
Perceived behavioral control “I mean, honestly, geriatric or not, that part is confusing for people to figure out how to download that third party app outside of MyChart”.—Scheduler “I think it's hard because these are end-stage Parkinson's and they're having trouble communicating, getting the words out. And so, they feel the pressure.”—Physician “The only time it is difficult, and we have a problem I think is when the patients can't figure it out and we're on the phone with them asking if they need help and we're not quite prepared on how to tell them what to do.”—MA “Oh, man, those help desk lines. I never think those work well. I guess it just depends on who's manning or womaning the desk.”—Informal caregiver “…well, a lot of the older people just don't understand it.”—Patient	• Rescheduled visit without prior notification (PT)—B • Help desk lines not always helpful (ICG)—B • App download difficulty (SC)—B • Patients' functional ability (PV)—B • Nonuser-friendly electronic record updates (SC)—B • Lack of staff telemedicine training (MA)—B • Device problems requiring switching (PV)—B • Difficulty reaching patients residing in a facility (SC)—B • Customer service support (MA)—F • Technology very easy to use (PT)—F • Straightforward log in process after first attempt (FCG)—F • Simplified process of patient consultation (PV)—F • Designing a stepwise protocol for patients (SC)—F
Intention “And honestly, I think a lot of geriatric patients, they're going to do it from their desktop or from a laptop anyway. I don't think a lot of them we had to talk about the telehealthConnect app.”—Scheduler	• Devices not requiring telehealthConnect app (SC)—F

PT, patient; ICG, informal caregiver; FCG, formal caregiver; PV, provider; SC, scheduler; TPB, theory of planned behavior.