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Acceptability, benefits, and challenges of video consulting: a qualitative study in primary care
Open accessAbstract
Background: People increasingly communicate online, using visual communication mediums such as Skype and FaceTime. Growing demands on primary care services mean that new ways of providing patient care are being considered. Video consultation (VC) over the internet is one such mode. Aim: To explore patients’ and clinicians’ experiences of VC. Design and setting: Semi-structured interviews in UK primary care. Method: Primary care clinicians were provided with VC equipment. They invited patients requiring a follow-up consultation to an online VC using the Attend Anywhere web-based platform. Participating patients required a smartphone, tablet, or video-enabled computer. Following VCs, semi-structured interviews were conducted with patients ( n = 21) and primary care clinicians ( n = 13), followed by a thematic analysis. Results: Participants reported positive experiences of VC, and stated that VC was particularly helpful for them as working people and people with mobility or mental health problems. VCs were considered superior to telephone consultations in providing visual cues and reassurance, building rapport, and improving communication. Technical problems, however, were common. Clinicians felt, for routine use, VCs must be more reliable and seamlessly integrated with appointment systems, which would require upgrading of current NHS IT systems. Conclusion: The visual component of VCs offers distinct advantages over telephone consultations. When integrated with current systems VCs can provide a time-saving alternative to face-to-face consultations when formal physical examination is not required, especially for people who work. Demand for VC services in primary care is likely to rise, but improved technical infrastructure is required to allow VC to become routine. However, for complex or sensitive problems face-to-face consultations remain preferable.
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“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 [115]
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“Qualitative studies had indicated high patient and staff satisfaction but frequent technical problems (113–115)”
From Planning and Evaluating Remote Consultation Services: A New Conceptual Framework Incorporating Complexity and Practical Ethics (2021) · cites this paper as [115]
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“They also indicate that the same things that interfere with implementation at one site [eg, 48] are also seen as interfering with spread and scale-up [5,7,17,24], although this may be an artifact of how spread is commonly studied as the sum of multiple implementations.”
From Spread, Scale-up, and Sustainability of Video Consulting in Health Care: Systematic Review and Synthesis Guided by the NASSS Framework (2021) · cites this paper as [17]
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Metadata
- Authors
- Donaghy, E., Atherton, H., Hammersley, V., McNeilly, H., Bikker, A., Robbins, L., Campbell, J., & McKinstry, B.
- Affiliations
- University of Edinburgh (GB)
- University of Warwick (GB)
- University of Exeter (GB)
- Venue
- British Journal of General Practice
- Published
- 2019-06-03
- Volume
- 69
- Issue
- 686
- Pages
- e586-e594
- ISSN
- 0960-1643 (ISSN-L)
- 1478-5242
- PMC
- PMC6617540
- OpenAlex
- W2948620865
- Cited by
- 537
- References
- 25
- Citations by year
- 2026: 29 · 2025: 57 · 2024: 70 · 2023: 103 · 2022: 107 · 2021: 96 · 2020: 67 · 2019: 5
- FWCI
- 63.31
- Type
- journal article
- Language
- en
- Open access
- hybrid
- doi.org
- Licence
- cc-by-nc
- Locations
- British Journal of General Practice (publishedVersion, cc-by-nc)
- Europe PMC (PubMed Central) (publishedVersion, cc-by-nc)
- PubMed Central (publishedVersion, cc-by-nc)
- PubMed (publishedVersion)
- ePrints Soton (University of Southampton) (submittedVersion)
- Warwick Research Archive Portal (University of Warwick) (submittedVersion)
- Figshare (submittedVersion)
- Open Research Exeter (University of Exeter) (submittedVersion, cc-by-nc)
- Edinburgh Research Explorer (University of Edinburgh) (submittedVersion, cc-by-nc)
- Topics
- Health Sciences › Medicine › Public Health, Environmental and Occupational Health › Telemedicine and Telehealth Implementation
- Health Sciences › Medicine › Public Health, Environmental and Occupational Health › Healthcare Systems and Technology
- Health Sciences › Medicine › Family Practice › Primary Care and Health Outcomes
- Keywords
- video consultation, telemedicine, primary care, patient experience, clinician experience, visual communication, patient-clinician communication, technical challenges, follow-up visits, working patients
- MeSH terms
- Adult, Aftercare, Aged, Attitude of Health Personnel, Female, United Kingdom, Humans, Male, Middle Aged, Patient Acceptance of Health Care, Primary Health Care, Scotland, Telephone, Patient Satisfaction, Remote Consultation, Qualitative Research, Videoconferencing, Young Adult, Physicians, Primary Care
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