What is the impact of a shift to remote consultations? A qualitative interview study in primary and secondary healthcare

Area of Science:

• Healthcare delivery
• Digital health
• Patient experience

Background:

• The COVID-19 pandemic accelerated the adoption of remote consultations (telephone/video) in primary and secondary care.
• Remote consulting offers benefits like efficiency and flexibility but poses challenges due to reduced face-to-face interaction.

Purpose of the Study:

• To explore and interpret patient and clinician perceptions of remote consultations.
• To inform future decision-making regarding the integration of remote consulting in healthcare.

Main Methods:

• Qualitative study utilizing semistructured online interviews.
• Conducted in primary mental healthcare and secondary care cardiology services in London, UK.
• Involved patients and clinicians from both primary (n=20) and secondary (n=14) care settings.

Main Results:

• Experiences with remote consultations were influenced by various factors, leading to shifts in professional practice norms.
• Clinician-patient relationships evolved, reflecting adaptations to the remote environment.
• Both patients and clinicians showed a pragmatic acceptance of remote consulting methods.

Conclusions:

• A preference for a hybrid model, balancing remote and face-to-face appointments, emerged from patient and clinician feedback.
• There is a need to consolidate and build upon the informal learning and adaptations that occurred during the widespread adoption of remote consulting.
• Future strategies should leverage these adaptations to optimize hybrid healthcare models.