Summary
This study found that patients engaged well with the video-based integrated mental healthcare model, describing the positive effects on their most pressing needs while negating safety concerns. The usability of video consultations was generally perceived as high, and temporary connectivity failures were not regarded as a substantial barrier. We identified two key mechanisms of impact: fast access to specialist mental healthcare and emerging rapport with the specialist. Familiarity with primary care practice was seen as an important facilitator for proactive treatment engagement, particularly for patients from less densely populated areas and patients with no prior mental healthcare experience.