LOSS OF FACE-TO-FACE INTERACTION IN TELEHEALTH

Telehealth usage has increased dramatically due to the COVID-19 pandemic. The loss of face-to-face interaction may have an impact on rapport building, noticing verbal and nonverbal cues, and attitudes towards telehealth which may negatively affect the quality of mental health services. The study aimed to determine if the loss of face-to-face interaction has any effect on the quality of mental health services through telehealth. The study employed an exploratory qualitative research method design using interviews. Audio recordings were transcribed to written form to analyze themes that were present. The study found that the loss of face-to-face interaction can influence rapport building, noticing nonverbal and verbal cues, and attitudes towards telehealth which negatively impacts the quality of services when delivered through telehealth. The findings of the study have major implications on the micro and macro level. The findings help social workers understand how the loss of face-to-face interaction has impacted the delivery of services. Additionally, trainings can be developed to address barriers that impact the quality of services.