Training Service Users in the Use of Telehealth: Scoping Review

Background: The use of telehealth has rapidly increased, yet some populations may be disproportionally excluded from accessingand using this modality of care. Training service users in telehealth may increase accessibility for certain groups. The extent andnature of these training activities have not been explored.Objective: The objective of this scoping review is to identify and describe activities for training service users in the use oftelehealth.Methods: Five databases (MEDLINE [via PubMed], Embase, CINAHL, PsycINFO, and Web of Science) were searched inJune 2023. Studies that described activities to train service users in the use of synchronous telehealth consultations were eligiblefor inclusion. Studies that focused on health care professional education were excluded. Papers were limited to those publishedin the English language. The review followed the Joanna Briggs Institute guidelines for scoping reviews and was reported in linewith the PRISMA-ScR (Preferred Reporting Items for Systematic Reviews and Meta-Analyses Extension for Scoping Reviews)guidelines. Titles and abstracts were screened by 1 reviewer (EG). Full texts were screened by 2 reviewers (EG and JH or SC).Data extraction was guided by the research question.Results: The search identified 8087 unique publications. In total, 13 studies met the inclusion criteria. Telehealth training wascommonly described as once-off preparatory phone calls to service users before a telehealth visit, facilitated primarily by studentvolunteers, and accompanied by written instructions. The training content included guidance on how to download and installsoftware, troubleshoot technical issues, and adjust device settings. Older adults were the most common target population for thetraining. All but 1 of the studies were conducted during the COVID-19 pandemic. Overall, training was feasible and well-receivedby service users, and studies mostly reported increased rates of video visits following training. There was limited and mixedevidence that training improved participants'competency with telehealth.Conclusions: The review mapped the literature on training activities for service users in telehealth. The common features oftelehealth training for service users included once-off preparatory phone calls on the technical elements of telehealth, targeted atolder adults. Key issues for consideration include the need for co-designed training and improving the broader digital skills ofservice users. There is a need for further studies to evaluate the outcomes of telehealth training activities in geographically diverse areas.