Overcoming Barriers to Telehealth: A Study on Smartphone Consultation Services in Nairobi Using the UTAUT Framework

Abstract:
The rapid expansion of the mobile
market has catalysed significant advancements in healthcare through the
development of smartphone-based consultation services. This study investigates
factors influencing healthcare professionals' adoption and usage of these
services in Nairobi, Kenya, leveraging the Unified Theory of Acceptance
and Use of Technology (UTAUT). We collected quantitative data via a structured
online survey from 48 healthcare providers actively involved in telemedicine.
Our analysis identified key determinants: performance expectancy, effort
expectancy, social influence, and facilitating conditions. The results revealed
that performance expectancy and social influence positively influenced the behavioural
intention to adopt smartphone-based consultations, while effort expectancy had
a negative impact. Gender, age, experience, and voluntary usage were
significant moderators. The regression analysis indicated that the younger, the
more experienced, and the female healthcare providers showed higher intentions to
adopt these technologies. Despite infrastructure and regulatory challenges, the
widespread use of smartphones in Kenya provides a promising platform for
enhancing healthcare delivery. The findings highlight the need for targeted
training and awareness programs, alongside clear regulatory frameworks, to
overcome adoption barriers. This study offers localised insights into
telemedicine adoption, highlighting the potential of smartphone-based
consultation services to alleviate healthcare system burdens and improve
access, particularly in urban and underserved regions. These insights are
crucial for policymakers, healthcare providers, and technology developers
aiming to enhance telemedicine adoption and integration in Nairobi and similar
contexts.
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