Report on a survey of people in Canada about their perceptions of and experiences with accessing virtual services for substance use through telemedicine, video conference and other apps. The report recommends actions for policy makers and providers of virtual services.

Key messages:

This study collected experiences with and perceptions of virtual services and supports (VSS) from people using virtual care for substance use, substance use disorders and concurrent disorders, and people who had not used VSS for these conditions. It also collected data from practitioners delivering virtual care.
• Overall, those using virtual care were satisfied with available VSS and experienced few barriers.
• The levels of comfort and satisfaction with using VSS, experiences of barriers and benefits, and concerns about privacy and security vary by gender and age.
• Policy makers should consider improving practitioner virtual care skills, improving access for vulnerable people and those living in remote locations, and developing privacy and security standards.
• Providers should reassure clients about their privacy when using VSS, ensuring interactions are positive and safe, and offering a mix of virtual and in-person appointments tailored to individual needs and suitability.
• Members of the public may want to explore ways to improve their knowledge of the effectiveness, safety and security of VSS; improve their technical skills; and know their rights to ask for the blend of services and supports that fit their circumstances