Comparing the safety and quality of video versus telephone telehealth using simulated consultations on fictional medications for an Australian community sample: a randomised controlled trial protocol
6 affiliations
- 1School of Medicine and Psychology, College of Science and Medicine, Australian National University, Canberra, Australian Capital Territory, Australia
- 2Saw Swee Hock School of Public Health, National University of Singapore and National University Health System & Lloyd’s Register Foundation Institute for the Public Understanding of Risk, National University of Singapore, Singapore
- 3School of Psychological Science, University of Western Australia, Perth, Western Australia, Australia
- 4School of Psychology and Social Sciences, The University of Waikato, Hamilton, Waikato, New Zealand
- 5School of Literature, Languages and Linguistics, College of Arts and Social Sciences, Australian National University, Canberra, Australian Capital Territory, Australia
- 6National Centre for Epidemiology and Population Health, College of Law, Governance and Policy, Australian National University, Canberra, Australian Capital Territory, Australia
Abstract
Introduction: Internationally, routine telehealth consultations have been extensively implemented in primary care in telephone or video-based formats. Despite this widespread implementation, few studies have compared information exchange quality in telephone and video-based consultations from consumer and clinician perspectives, nor have they examined related indicators of safety.
This protocol reports on a randomised controlled trial assessing safety and quality of telehealth consultations across telephone versus video-based modalities for simulated consultations about a fictional medication. The primary safety outcome is patient-centred delayed memory recall accuracy as a proxy for medication-information safety. Secondary outcomes include immediate recall accuracy and quality outcomes captured through patient-reported consultation experience and outcome measures. Findings can be used to develop guidance for clinicians and consumers in their selection of the most suitable telehealth modality for medication discussions, ultimately improving primary healthcare delivery.
Methods and analysis: In this study, community participants aged 18–44 complete a simulated telehealth consultation with an actor-general practitioner (GP) through telephone or video, during which they learn about a fictional medication they are advised to take.
Consultation safety will be reflected through participant memory of medication usage items including: frequency, timing, administration instructions, and side effects. Immediate memory will be assessed at the end of each consultation. After a 2-day delay, delayed memory will be assessed using structured recall questions. Consultation quality will be assessed at the end of each consultation through patient-reported outcome measures including: perceived therapeutic alliance with the GP, perceived empathy of the GP, behavioural intentions about medication usage, and risk perceptions regarding medication usage.
Ethics and dissemination: This protocol (ID: H/2024/1249) received ethics approval from the Australian National University Human Research Ethics Committee (HREC) on 14 November 2025. Protocol amendments will be approved by The Australian National University HREC. Study findings will be disseminated through publication in peer-reviewed journals, presentations at academic conferences, and via the study website.
Trial registration and data statement: The trial protocol including a full statistical analysis plan was prospectively registered to OSF (registration ID: osf.io/r6as3) prior to commencement of data collection. De-identified participant data, statistical code, and all materials used will also be uploaded to an online database.
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BibTeX
@article{jiang2026comparing,
title = {{Comparing the safety and quality of video versus telephone telehealth using simulated consultations on fictional medications for an Australian community sample: a randomised controlled trial protocol}},
author = {Yangxueqing Jiang and Yiyun Shou and Eryn J Newman and Bruce K Christensen and Megan Reid Hobbs and Susy Macqueen and Jane Desborough and Danielle Butler and Leanne Watts and Christine Phillips},
journal = {BMJ Open},
year = {2026},
month = sep,
doi = {10.1136/bmjopen-2026-121225},
url = {https://bmjopen.bmj.com/lookup/doi/10.1136/bmjopen-2026-121225},
note = {CC BY 4.0},
}
RIS
TY - JOUR
TI - Comparing the safety and quality of video versus telephone telehealth using simulated consultations on fictional medications for an Australian community sample: a randomised controlled trial protocol
AU - Yangxueqing Jiang
AU - Yiyun Shou
AU - Eryn J Newman
AU - Bruce K Christensen
AU - Megan Reid Hobbs
AU - Susy Macqueen
AU - Jane Desborough
AU - Danielle Butler
AU - Leanne Watts
AU - Christine Phillips
PY - 2026
DA - 2026/09/30
JO - BMJ Open
DO - 10.1136/bmjopen-2026-121225
UR - https://bmjopen.bmj.com/lookup/doi/10.1136/bmjopen-2026-121225
AB - Introduction: Internationally, routine telehealth consultations have been extensively implemented in primary care in telephone or video-based formats. Despite this widespread implementation, few studies have compared information exchange quality in telephone and video-based consultations from consumer and clinician perspectives, nor have they examined related indicators of safety. This protocol reports on a randomised controlled trial assessing safety and quality of telehealth consultations across telephone versus video-based modalities for simulated consultations about a fictional medication. The primary safety outcome is patient-centred delayed memory recall accuracy as a proxy for medication-information safety. Secondary outcomes include immediate recall accuracy and quality outcomes captured through patient-reported consultation experience and outcome measures. Findings can be used to develop guidance for clinicians and consumers in their selection of the most suitable telehealth modality for medication discussions, ultimately improving primary healthcare delivery. Methods and analysis: In this study, community participants aged 18–44 complete a simulated telehealth consultation with an actor-general practitioner (GP) through telephone or video, during which they learn about a fictional medication they are advised to take. Consultation safety will be reflected through participant memory of medication usage items including: frequency, timing, administration instructions, and side effects. Immediate memory will be assessed at the end of each consultation. After a 2-day delay, delayed memory will be assessed using structured recall questions. Consultation quality will be assessed at the end of each consultation through patient-reported outcome measures including: perceived therapeutic alliance with the GP, perceived empathy of the GP, behavioural intentions about medication usage, and risk perceptions regarding medication usage. Ethics and dissemination: This protocol (ID: H/2024/1249) received ethics approval from the Australian National University Human Research Ethics Committee (HREC) on 14 November 2025. Protocol amendments will be approved by The Australian National University HREC. Study findings will be disseminated through publication in peer-reviewed journals, presentations at academic conferences, and via the study website. Trial registration and data statement: The trial protocol including a full statistical analysis plan was prospectively registered to OSF (registration ID: osf.io/r6as3) prior to commencement of data collection. De-identified participant data, statistical code, and all materials used will also be uploaded to an online database.
SN - 2044-6055
SN - 2044-6055
ER -