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.