The therapeutic relationships, empathy, and satisfaction in teleconsultation for substance use disorders: Better or worse than in-person consultation?

CONTEXT: Telemedicine has become one of the essential modes of healthcare delivery. Different aspects of the physician–patient relationship during tele and in-person consultation need to be studied. AIMS: This study aimed to compare perceived empathy and therapeutic relationship between tele and in-person consultation and assess the patient’s satisfaction during teleconsultation for substance use disorder (SUD). METHODOLOGY: We consecutively recruited 100 adult patients with SUD, registered to the tele-addiction service between June and September 2020, and experienced both video and in-person consultations. We assessed therapeutic relationships, perceived empathy (for teleconsultation and in-person consultation), and patients’ satisfaction (with teleconsultation) with specific scales. We compared the scores of the therapeutic relationship and physician empathy scales for tele and in-person consultation. RESULTS: The mean age of the patients was 35.5 (±10.4) years. Sixty percent had alcohol, followed by opioids (42%) and cannabis dependence (24%). Sixty percent of patients had comorbid tobacco dependence. Telehealth satisfaction (TSS) rating shows around 40% of patients had difficulty accessing the telehealth service and 7% felt their privacy was poorly respected. The mean total therapeutic relation (STAR) (t = −14.4; P <.001), positive collaboration (t = −12.8; P <.001), positive clinical input (t = −11.9; P <.001), and total Patient’s Perceptions of Physician Empathy (PPPE) score (t = −8.4; P < .001) were lower in the teleconsultation than in-person consultation group. TSS was positively correlated with positive collaboration, positive clinician input, and STAR total score. CONCLUSIONS: Our study suggests a stronger therapeutic relationship and higher physician empathy during in-person consultations. Poor accessibility and privacy concerns were critical challenges in telehealth service. TSS and therapeutic relationships positively influence each other.