Feasibility of telehealth counselling pilot for people experiencing homelessness and/or complex needs: During COVID‐19 and beyond

Abstract Issues addressed People experiencing homelessness and/or complex needs often require targeted health services to address unique vulnerabilities. COVID‐19 restrictions acted as a barrier for this group accessing health and alcohol and other drug (AOD) treatment services. The Haymarket Foundation, an accommodation and health facility in Australia, transitioned from in‐person AOD‐counselling services to online consultations. Clients accessing these services were tracked, from March 2019 to November 2020, to assess the impact of the switch to telehealth on client retention. Methods Qualitative analysis of Haymarket clients' service experience surveys and quantitative descriptives of “no‐show” (nonattended sessions) rates and survival analysis of client treatment separations were completed to assess the impact of transitioning to telehealth on client retention. Results Although the initial transition to telehealth in March 2020 minimally impacted client no‐show rates, reinstated government restrictions in June/July 2020 coincided with increasing no‐shows and a substantial increase in treatment exits without notice, especially amongst males. Qualitative analysis showed clients had mixed feelings towards telehealth: some attributed their dissatisfaction to the inability to build rapport with their counsellor online, or with COVID‐19 in general. Others appreciated the availability and genuine care of their counsellors through either setting. Conclusions Telehealth may be a feasible replacement for face‐to‐face AOD counselling for people experiencing homelessness, however further investigation needs to be conducted to understand factors associated with improved client retention. So what? This pilot demonstrates telehealth may be a feasible ongoing feature of health promotion for vulnerable high‐needs populations, including people experiencing homelessness who use substances.