Digital communication in primary care: A qualitative descriptive study of patient interviews considering person-centred care

Abstract

With the growing demand for primary care, provision needs to be efficient, yet retain person-centred and integrated care. Digital communication is suggested as a way to settle these aspects, although there is insufficient knowledge regarding the end-user's perspective. The aim of this study was to describe patients’ experiences of digital communication in their primary care contact, while considering aspects of person-centred care. A purposeful sample of 16 patients (aged 28–85 years) was interviewed via telephone in a qualitative design, and verbatim transcripts were analysed using inductive thematic analysis and a subsequent deductive approach in relation to a person-centred care framework. The study was reported following the COREQ guidelines. The findings indicate that, from a patient perspective, digital communication enables independent contact where one crafts one's medical history at a time and place convenient for oneself, providing opportunities for the primary care triage to consider one's individual input. These aspects of digital communication serve person-centredness, although they were less suitable for certain health issues, but a human interaction was most appropriate when health concerns were ambiguous or complex. Thus, digital communication may serve patients in primary care, but the development and implementation of such services must move beyond technical and professional perspectives. In order to facilitate integrated care, further emphasis is needed on both patients’ experiences, and the principles of person-centred care.