Cited by 366Telemedicine and Telehealth ImplementationPrimary Care and Health OutcomesHealthcare Systems and Technology

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Comparing the content and quality of video, telephone, and face-to-face consultations: a non-randomised, quasi-experimental, exploratory study in UK primary care

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Hammersley, Victoria, Donaghy, Eddie, Parker, Richard, McNeilly, Hannah, Atherton, Helen, Bikker, Annemieke, Campbell, John, McKinstry, Brian·2019·British Journal of General Practice

DOI 10.3399/bjgp19x704573PMC PMC6607843

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Abstract

Background: Growing demands on primary care services have led to policymakers promoting video consultations (VCs) to replace routine face-to-face consultations (FTFCs) in general practice. Aim: To explore the content, quality, and patient experience of VC, telephone (TC), and FTFCs in general practice. Design and setting: Comparison of audio-recordings of follow-up consultations in UK primary care. Method: Primary care clinicians were provided with video-consulting equipment. Participating patients required a smartphone, tablet, or computer with camera. Clinicians invited patients requiring a follow-up consultation to choose a VC, TC, or FTFC. Consultations were audio-recorded and analysed for content and quality. Participant experience was explored in post-consultation questionnaires. Case notes were reviewed for NHS resource use. Results: Of the recordings, 149/163 were suitable for analysis. VC recruits were younger, and more experienced in communicating online. FTFCs were longer than VCs (mean difference +3.7 minutes, 95% confidence interval [CI] = 2.1 to 5.2) or TCs (+4.1 minutes, 95% CI = 2.6 to 5.5). On average, patients raised fewer problems in VCs (mean 1.5, standard deviation [SD] 0.8) compared with FTFCs (mean 2.1, SD 1.1) and demonstrated fewer instances of information giving by clinicians and patients. FTFCs scored higher than VCs and TCs on consultation-quality items. Conclusion: VC may be suitable for simple problems not requiring physical examination. VC, in terms of consultation length, content, and quality, appeared similar to TC. Both approaches appeared less ‘information rich’ than FTFC. Technical problems were common and, though patients really liked VC, infrastructure issues would need to be addressed before the technology and approach can be mainstreamed in primary care.

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Index
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Authors: Hammersley, V., Donaghy, E., Parker, R., McNeilly, H., Atherton, H., Bikker, A., Campbell, J., & McKinstry, B.
Affiliations: University of Edinburgh (GB)
University of Warwick (GB)
University of Exeter (GB)
ORCID: Donaghy, Eddie
Parker, Richard
McNeilly, Hannah
Atherton, Helen
Bikker, Annemieke
Campbell, John
McKinstry, Brian
Venue: British Journal of General Practice
Publisher: Royal College of General Practitioners
Published: 2019-07-01
Volume: 69
Issue: 686
Pages: e595-e604
ISSN: 0960-1643 (ISSN-L)
1478-5242
DOI: 10.3399/bjgp19x704573
PMC: PMC6607843
OpenAlex: W2955926508
Cited by: 366
References: 25
Citations by year: 2026: 16 · 2025: 40 · 2024: 35 · 2023: 75 · 2022: 78 · 2021: 67 · 2020: 52 · 2019: 3
FWCI: 46.04
Type: journal article
Language: en
Open access: hybrid
doi.org
Licence: cc-by
Locations: British Journal of General Practice (publishedVersion, cc-by)
Europe PMC (PubMed Central) (publishedVersion, cc-by)
PubMed Central (publishedVersion, cc-by)
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, cc-by)
Edinburgh Research Explorer (University of Edinburgh) (submittedVersion, cc-by)
Topics: Health Sciences › Medicine › Public Health, Environmental and Occupational Health › Telemedicine and Telehealth Implementation
Health Sciences › Medicine › Family Practice › Primary Care and Health Outcomes
Health Sciences › Medicine › Public Health, Environmental and Occupational Health › Healthcare Systems and Technology
Keywords: video consultation, telephone consultation, face-to-face consultation, primary care, consultation quality, patient experience, follow-up visits, consultation time, information sharing, telemedicine, NHS resource use, general practice
MeSH terms: Adult, Aftercare, Aged, Appointments and Schedules, Communication, Delivery of Health Care, Female, United Kingdom, Health Services Research, Humans, Male, Middle Aged, Patient Education as Topic, Physician-Patient Relations, Primary Health Care, Scotland, Telephone, Time Factors, Remote Consultation, Videoconferencing, General Practice

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Comparing the content and quality of video, telephone, and face-to-face consultations: a non-randomised, quasi-experimental, exploratory study in UK primary care

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