Exploring the Benefits of Telemental Health Care for Asian New Zealanders: A Mixed Methods Study

The use of telemental health services has surged during the COVID-19 pandemic. However, little is known about the quality of these services compared to in-person care, especially from the perspective of ethnic minorities, such as Asians living in New Zealand, who have diverse cultural backgrounds and varying perceptions of mental health services. We conducted a mixed methods study, including an online survey and focus groups, to investigate Asian New Zealanders’ experiences and perceptions of telemental health services. One hundred and seventy-two respondents completed the online survey, with 37 having received telemental health services from Asian Family Services (AFS). Those who had experienced telemental health were highly satisfied with the quality and reliability of the service. Those who had not tried telemental health were highly interested in doing so in the future and recognised several benefits, such as saving time, flexibility, and cost reduction. Additionally, three focus groups conducted with 11 AFS counsellors revealed several benefits of telemental health care, such as time-saving, cultural appropriateness, and protecting clients’ anonymity and privacy. However, they also identified a few disadvantages and suggested the need for formal training in telemental health care protocols. Our findings suggest that telemental health could be as effective as in-person care and remove barriers for immigrants to access mental health services. However, it may not be suitable for interacting with clients with high-risk conditions. © The Author(s), under exclusive licence to Springer Nature Switzerland AG 2023.