Primary care physicians’ experiences of video and online chat consultations: a qualitative descriptive study
Creators: name: Kujansivu, Kaisa
name: Tolvanen, Elina
name: Kautto, Mervi
name: Koskela, Tuomas H.
Publisher: name: Taylor & Francis
Year: 2024
Subjects: Medicine
Cell Biology
Neuroscience
Biotechnology
Environmental Sciences not elsewhere classified
Astronomical and Space Sciences not elsewhere classified
Information Systems not elsewhere classified
Mental Health

description: To explore the perceptions and views of remote consultations and patient care of primary care physicians (PCPs) who work remotely regularly and have experience performing remote consultations. A qualitative study using thematic analysis. Four online focus group interviews with 17 PCPs, working with one private health care provider, with public and private primary care patients. PCPs who had performed video or online chat consultations with primary care patients for at least 6 months. PCPs’ perceptions and views working remotely in online chat and video consultations. Two main themes describing how PCPs perceived remote consultations emerged: 1) remote consultations have an impact on the way physicians work, and 2) remote consultations have an impact on the service system and patients. The subthemes of the first main theme included the physicians’ new way of working, impacts on physicians’ well-being, and impacts on communication and physician competences. The subthemes for the second main theme were the importance of smoothness of services for the patients, patient suitability, and technical liabilities. Remote consultations provide PCPs with a new way of working that could improve work-life balance. However, it is important to maintain sufficient clinical competence through versatile work. Digital consultations can make contacting healthcare smoother and easier for patients if the patient selection is performed carefully. Online chat seems suitable for singular contacts and simple issues, but remote consultations could be used to sustain continuity of care. PCPs perceived that remote consultations had an impact on the PCP’s work and the service systemPCPs felt that remote consultations gave them a new way of working and had a positive impact on their workPCPs perceived that working remotely required skills from the PCP, such as sufficient previous clinical experience in face-to-face consultations and communication skillsPCPs felt that patient selection for remote consultations was importantPCPs considered that lack of continuity of care limited the issues that could be dealt with in a remote consultation.PCPs felt that technical liabilities must be considered. PCPs perceived that remote consultations had an impact on the PCP’s work and the service system PCPs felt that remote consultations gave them a new way of working and had a positive impact on their work PCPs perceived that working remotely required skills from the PCP, such as sufficient previous clinical experience in face-to-face consultations and communication skills PCPs felt that patient selection for remote consultations was important PCPs considered that lack of continuity of care limited the issues that could be dealt with in a remote consultation. PCPs felt that technical liabilities must be considered.