The acceptability to patients of video-consulting in general practice: semi-structured interviews in three diverse general practices

Abstract

Background: To improve patient access to healthcare, the UK government has encouraged technology-based approaches including internet video-consulting. However, little is known about patient acceptance of video-consulting as a consulting method. We aimed to explore primary care patients' views video-consulting.

Method: We used semi-structured interviews to survey 270 patients in NHS Lothian. Three diverse General Practices were chosen purposively and sequential patients attending the practice at a range of different times of day were invited to participate. Patients were asked to indicate their level of computer proficiency and provide their views on the use of video-call consulting and what specific applications it might have. We found that 135 of 270 respondents (50%, 95% CI 43.9%-56.1%) would use video-consulting. Patients under 60 years were over two times more likely to use it (OR 2.2, 95% CI 2.1-6.6, n = 248) and evidence of a positive trend between increasing computer proficiency and those who would video-consult was found, (χ2 = 43.97, p < 0.0005, n=270). Patients who had previously used video-calling services (such as Skype™)were approximately six times more likely to favour video-consulting than those who had not (OR 5.9, 95% CI 3.5-9.9, n = 270).

Conclusions: This suggests strong patient interest in video-consulting in primary care, however, it is possible that in the short to medium term there may be access inequality favouring younger and more technically able people. Further studies are needed to determine the content, safety, efficacy and cost-effectiveness of employing this medium.

Keywords: Telehealth; access to care; consultation; patient-physician relations.