Increasing the use of e-consultation in primary care: Results of an online survey among non-users of e-consultation
Abstract
Objective To identify factors that can enhance the use of e-consultation in primary care. We investigated the barriers, demands and motivations regarding e-consultation among patients with no e-consultation experience (non-users).Methods We used an online survey to gather data. Via online banners on 26 different websites of patient organizations we recruited primary care patients with chronic complaints, an important target group for e-consultation. A regression analysis was performed to identify the main drivers for e-consultation use among patients with no e-consultation experience.Results In total, 1706 patients started to fill out the survey. Of these patients 90% had no prior e-consultation experience. The most prominent reasons for non-use of e-consultation use were: not being aware of the existence of the service, the preference to see a doctor and e-consultation not being provided by a GP. Patients were motivated to use e-consultation, because e-consultation makes it possible to contact a GP at any time and because it enabled patients to ask additional questions after a visit to the doctor. The use of a Web-based triage application for computer-generated advice was popular among patients desiring to determine the need to see a doctor and for purposes of self-care. The patients' motivations to use e-consultation strongly depended on demands being satisfied such as getting a quick response. When looking at socio-demographic and health-related characteristics it turned out that certain patient groups - the elderly, the less-educated individuals, the chronic medication users and the frequent GP visitors - were more motivated than other patient groups to use e-consultation services, but were also more demanding. The less-educated patients, for example, more strongly demanded instructions regarding e-consultation use than the highly educated patients.Conclusion In order to foster the use of e-consultation in primary care both GPs and non-users must be informed about the possibilities and consequences of e-consultation through tailored education and instruction. We must also take into account patient profiles and their specific demands regarding e-consultation. Special attention should be paid to patients who can benefit the most from e-consultation while also facing the greatest chance of being excluded from the service. As health care continues to evolve towards a more patient-centred approach, we expect that patient expectations and demands will be a major force in driving the adoption of e-consultation.
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Six working principles for a holistic development approach were derived from the review of current frameworks and empirical research.
“We introduce six working principles derived from the review of current frameworks, as well as from empirical research [7-9,14,21,56].”
From A Holistic Framework to Improve the Uptake and Impact of eHealth Technologies (2011) · cites this paper as [56]
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- Authors
- Nijland, N., van Gemert-Pijnen, J. E. W. C., Boer, H., Steehouder, M. F., & Seydel, E. R.
- Affiliations
- University of Twente (NL)
- Corresponding author
- Nijland, Nicol
- Venue
- International Journal of Medical Informatics
- Publisher
- Elsevier BV
- Published
- 2009-10
- Volume
- 78
- Issue
- 10
- Pages
- 688-703
- ISSN
- 1386-5056 (ISSN-L)
- OpenAlex
- W1966952933
- Cited by
- 84
- References
- 36
- Citations by year
- 2026: 1 · 2025: 2 · 2024: 4 · 2023: 7 · 2022: 3 · 2021: 4 · 2020: 3 · 2019: 7 · 2018: 11 · 2017: 1 · 2016: 3 · 2015: 5 · 2014: 5 · 2013: 6 · 2012: 6
- FWCI
- 7.36
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- International Journal of Medical Informatics (publishedVersion)
- PubMed (publishedVersion)
- University of Twente Research Information (publishedVersion)
- University of Twente Research Information (submittedVersion)
- Topics
- Health Sciences › Medicine › Public Health, Environmental and Occupational Health › Telemedicine and Telehealth Implementation
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Healthcare Systems and Technology
- Health Sciences › Health Professions › Health Information Management › Electronic Health Records Systems
- Keywords
- e-consultation, primary care, patient motivation, chronic complaints, patient education, socioeconomic factors, patient-centered care, digital health adoption
- MeSH terms
- Attitude of Health Personnel, Data Collection, Netherlands, Online Systems, Physicians, Primary Health Care, Remote Consultation
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