FROM ADOPTION TO ACCEPTANCE: USER PERSPECTIVES ON TELE-MENTAL HEALTH IN SOUTHEAST ASIA (A SYSTEMATIC REVIEW)

Abstract

The development of telemental health has seen significant growth during the COVID-19 pandemic, but its sustainability in the post-pandemic period remains questionable. While these services have increased access to mental health services, challenges such as the quality of therapeutic interactions, trust in technology, and infrastructure readiness continue to influence user acceptance. Therefore, this study aims to analyze how user perspectives influence the transition from adoption to acceptance of telemental health services in Southeast Asia. This study used a systematic review approach, adhering to the PRISMA guidelines. A literature search was conducted through Scopus and Google Scholar databases, with the inclusion criteria being empirical articles published between 2020 and 2026 that addressed the perspectives of patients and healthcare professionals. The selection process yielded 19 articles, which were analyzed using thematic synthesis. The results indicate that acceptance of telemental health services tends to be moderate to high but is strongly influenced by user experience. Key benefits include increased access, efficiency, and flexibility of services. However, barriers such as limited therapeutic relationships, concerns about data privacy, and low digital literacy remain key challenges. Furthermore, use during the pandemic was driven more by situational needs, while in the post-pandemic period there was a shift towards more selective use. The conclusion of this study confirms that the transition from adoption to acceptance of telemental health is dynamic and influenced by technological, individual, and system factors. Therefore, service development needs to be more user-experience oriented to support sustainable use in the future.