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. 2019 Aug 29;69(686):e586-e594.
doi: 10.3399/bjgp19X704141. Print 2019 Sep.

Acceptability, benefits, and challenges of video consulting: a qualitative study in primary care

Eddie Donaghy  1 , Helen Atherton  2 , Victoria Hammersley  1 , Hannah McNeilly  3 , Annemieke Bikker  1 , Lucy Robbins  1 , John Campbell  4 , Brian McKinstry  1
Affiliations

Acceptability, benefits, and challenges of video consulting: a qualitative study in primary care

Eddie Donaghy et al. Br J Gen Pract. .

Abstract

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.

Keywords: communication; general practice; patient satisfaction; qualitative research.

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Figures

Figure 1.
Figure 1.
The process for setting up video consultation for clinicians and patients.
Figure 2.
Figure 2.
How patients access Attend Anywhere.
See this image and copyright information in PMC

Comment in

  • Video consulting study.
    Bensley P. Bensley P. Br J Gen Pract. 2019 Aug;69(685):380. doi: 10.3399/bjgp19X705005. Br J Gen Pract. 2019. PMID: 31345802 Free PMC article. No abstract available.

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