Using alternatives to face-to-face consultations: a survey of prevalence and attitudes in general practice

Brant, Heather; Atherton, Helen; Ziebland, Sue; McKinstry, Brian; Campbell, John L; Salisbury, Chris

doi:10.3399/bjgp16x685597

Cited by 120Telemedicine and Telehealth ImplementationHealthcare Systems and TechnologyPrimary Care and Health Outcomes

Using alternatives to face-to-face consultations: a survey of prevalence and attitudes in general practice

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Brant, Heather, Atherton, Helen, Ziebland, Sue, McKinstry, Brian, Campbell, John L, Salisbury, Chris·2016·British Journal of General Practice

DOI 10.3399/bjgp16x685597PMC PMC4917048

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Abstract

BACKGROUND: The ubiquitous use of communication technologies has led to an expectation that a similar approach should extend to health care. Despite considerable rhetoric about the need for general practices to offer alternatives to face-to-face consultations, such as telephone, email, and internet video consultations, the extent to which such technologies are actually used at present is unclear. AIM: The aim of the survey was to identify the frequency and range of ways in which general practices are providing (or planning) alternatives to face-to-face consultations. DESIGN AND SETTING: A postal survey of practices around Bristol, Oxford, Lothian, the Highlands, and the Western Isles of Scotland. METHOD: A postal questionnaire survey was sent to each of the GPs and practice managers of 421 practices between January and May 2015. RESULTS: A response was received from 319/421 practices (76%). Although the majority of the practices reported that they were conducting telephone consultations frequently (n = 211/318, 66%), fewer were implementing email consultations (n = 18/318, 6%), and most (n = 169/318, 53%) had no plans to introduce this. None were currently using internet video, and 86% (n = 273/318) had no plans to introduce internet video consultations. These findings were repeated in the reported use of alternatives to face-to-face consultations at an individual GP level. Optional free text responses were completed by 28% of responders, and offered an explanation for the (often perceived) barriers and incentives for implementation. CONCLUSION: Despite policy pressure to introduce consultations by email and internet video, there is a general reluctance among GPs to implement alternatives to face-to-face consultations. This identifies a substantial gap between rhetoric and reality in terms of the likelihood of certain alternatives (email, video) changing practice in the near future.

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Three studies reported patient use of asynchronous telemedicine increased gradually before the pandemic, and in 2016 20% of UK general practices planned to introduce it.
“Three studies reported patient use of asynchronous telemedicine increased gradually before the pandemic 26,31–33,40 and in 2016 20% of UK general practices planned to introduce it. 49”
From Effectiveness and safety of asynchronous telemedicine consultations in general practice: a systematic review (2024) · cites this paper as [49]
The practice-level results report that 20% of responding practices intended to introduce email consultations. However, the Method section dates the survey to January–May 2015, not 2016, and the sampled practices were in selected areas of England and Scotland rather than across the UK. Citation 49 is attached to the 20% clause, not the preceding claim about a gradual increase in patient use. (LLM, conf=0.87)
Experimental — accuracy not yet measured
Most remote consultations before and during the pandemic occurred by telephone.
“most remote consultations before and during the pandemic occurred by telephone (3, 12–15).”
From Planning and Evaluating Remote Consultation Services: A New Conceptual Framework Incorporating Complexity and Practical Ethics (2021) · cites this paper as [12]
Levels of remote consulting outside the research setting were very low pre-pandemic.
“Levels of remote consulting outside the research setting were very low pre-pandemic (12, 13, 119)”
From Planning and Evaluating Remote Consultation Services: A New Conceptual Framework Incorporating Complexity and Practical Ethics (2021) · cites this paper as [12]
There was very little research on e-consultations prior to the pandemic, and findings were limited.
“There was very little research on e-consultations prior to the pandemic, and findings were limited (12, 103–107)”
From Planning and Evaluating Remote Consultation Services: A New Conceptual Framework Incorporating Complexity and Practical Ethics (2021) · cites this paper as [12]

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Authors: Brant, H., Atherton, H., Ziebland, S., McKinstry, B., Campbell, J. L., & Salisbury, C.
Affiliations: University of Bristol (GB)
University of Oxford (GB)
University of Edinburgh (GB)
University of Exeter (GB)
ORCID: Brant, Heather
Atherton, Helen
McKinstry, Brian
Salisbury, Chris
Venue: British Journal of General Practice
Publisher: Royal College of General Practitioners
Published: 2016-05-23
Volume: 66
Issue: 648
Pages: e460-e466
ISSN: 0960-1643 (ISSN-L)
1478-5242
DOI: 10.3399/bjgp16x685597
PMC: PMC4917048
OpenAlex: W2402175092
Cited by: 120
References: 23
Citations by year: 2026: 3 · 2025: 6 · 2024: 8 · 2023: 13 · 2022: 21 · 2021: 21 · 2020: 14 · 2019: 11 · 2018: 15 · 2017: 7 · 2016: 1
FWCI: 11.24
Type: journal article
Language: en
Open access: bronze
doi.org
Locations: British Journal of General Practice (publishedVersion)
PubMed Central (publishedVersion)
PubMed (publishedVersion)
Warwick Research Archive Portal (University of Warwick) (acceptedVersion)
ePrints Soton (University of Southampton) (submittedVersion)
Figshare (submittedVersion)
Open Research Exeter (University of Exeter) (submittedVersion)
Bristol Research (University of Bristol) (submittedVersion)
Funders: National Institute for Health and Care Research (13/59/08, HS&DR/13/59/08, NF-SI-0515-10043, NF-SI-0512-10128, SPCR-030)
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 › General Health Professions › Primary Care and Health Outcomes
Keywords: telephone consultation, email consultation, general practice, general practitioners, implementation barriers, primary care
MeSH terms: Attitude of Health Personnel, England, Humans, Scotland, Video Recording, Prevalence, Workload, Patient Satisfaction, Remote Consultation, Health Care Surveys, Practice Management, Internet, Electronic Mail, General Practice

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Using alternatives to face-to-face consultations: a survey of prevalence and attitudes in general practice

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