Guidance on the introduction and use of video consultations during COVID-19: important lessons from qualitative research
Open accessAbstract
Background: Following several years of qualitative research, we have developed evidence-based guidance on setting up and conducting remote video consultations. Drawing on emerging evidence, we have also adapted the guidance to ensure accessibility and relevance for those using video calling during and beyond the COVID-19 pandemic. Findings: This article describes the research underpinning this guidance material, with a focus on three key areas: (1) IT infrastructure, (2) organisational routines and workflows, and (3) interactional work of a video consultation. Our research highlights that such change is not merely about installing and using new technology. It involves introducing and sustaining major changes to a complex system with multiple interacting components. Conclusion: If remote video consultations are to be adopted at scale, implementation will need to follow a socio-technical approach, continually adjusting the technology and work processes to become better aligned.
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The few detailed real-world studies suggest that efforts to implement remote consultation services even without an ongoing pandemic are logistically complex, resource-intensive and often stymied by technical and regulatory challenges.
“The few detailed real-world studies in the literature suggest that efforts to implement remote consultation services even without an ongoing pandemic are logistically complex, resource-intensive and often stymied by technical and regulatory challenges (18, 26, 27, 115, 117, 118)”
From Planning and Evaluating Remote Consultation Services: A New Conceptual Framework Incorporating Complexity and Practical Ethics (2021) · cites this paper as [118]
Even with the decline in COVID-19, several countries are still investing more and more in the development and promotion of telehealth to prevent the chaos seen in the early beginning of the pandemic in 2020 and to better manage any further global health crises.
“Now, even with the decline in COVID-19, several countries are still investing more and more in the development and promotion of telehealth to prevent the chaos we saw in the early beginning of the pandemic in 2020 and to better manage any further global health crises [71,72,73].”
From Telehealth and COVID-19 Pandemic: An Overview of the Telehealth Use, Advantages, Challenges, and Opportunities during COVID-19 Pandemic (2022) · cites this paper as [72]
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“The few detailed real-world studies in the literature suggest that efforts to implement remote consultation services evenwithout an ongoing pandemic are logistically complex, resource-intensive and often stymied by technical and regulatory challenges (18, 26, 27, 115, 117, 118).”
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- Authors
- Wherton, J., Shaw, S., Papoutsi, C., Seuren, L., & Greenhalgh, T.
- Affiliations
- University of Oxford (GB)
- Corresponding author
- Wherton, Joseph
- Venue
- BMJ Leader
- Publisher
- BMJ
- Published
- 2020-05-18
- Volume
- 4
- Issue
- 3
- Pages
- 120-123
- ISSN
- 2398-631X (ISSN-L)
- OpenAlex
- W3024373323
- Cited by
- 154
- References
- 21
- Citations by year
- 2026: 6 · 2025: 11 · 2024: 12 · 2023: 24 · 2022: 45 · 2021: 32 · 2020: 24
- FWCI
- 23.43
- Type
- journal article
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- BMJ Leader (publishedVersion)
- Funders
- Wellcome Trust (WT104830MA)
- National Institute for Health Research (HS&DR-13/59/26, PB-PG-1216-20012)
- Health Foundation (496288)
- Topics
- Health Sciences › Medicine › Public Health, Environmental and Occupational Health › Telemedicine and Telehealth Implementation
- Physical Sciences › Computer Science › Information Systems › Healthcare during COVID-19 Pandemic
- Health Sciences › Health Professions › General Health Professions › Health Policy Implementation Science
- Keywords
- video consultation, telemedicine, COVID-19 pandemic, teleconsultation, IT infrastructure, socio-technical approach, health technology implementation, interactional work
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