RT Journal Article
SR Electronic
T1 Acceptability, benefits, and challenges of video consulting: a qualitative study in primary care
JF British Journal of General Practice
JO Br J Gen Pract
FD British Journal of General Practice
SP bjgp19X704141
DO 10.3399/bjgp19X704141
A1 Eddie Donaghy
A1 Helen Atherton
A1 Victoria Hammersley
A1 Hannah McNeilly
A1 Annemieke Bikker
A1 Lucy Robbins
A1 John Campbell
A1 Brian McKinstry
YR 2019
UL http://bjgp.org/content/early/2019/06/03/bjgp19X704141.abstract
AB 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.