Abstract
BackgroundVideo consultation (VC) is an emerging consultation mode in general practice. The challenges and benefits of implementing it are not necessarily realised until it is in use, and being experienced by patients and clinicians. To date, there has been no review of the evidence about how patients and clinicians experience VC in general practice.AimThe study aimed to explore both patients' and clinicians' experiences of VCs in primary care.Design & settingA systematic scoping review was carried out of empirical studies.MethodAll major databases were searched for empirical studies of any design, published from 1 January 2010 to 11 October 2018 in the English language. Studies were included where synchronous VCs occurred between a patient and a clinician in a primary care setting. Outcomes of interest related to experience of use. The quality of included studies were assessed. Findings were analysed using narrative synthesis.ResultsSeven studies were included in the review. Patients reported being satisfied with VC, describing reduced waiting times and travel costs as a benefit. For patients and clinicians, VC was not deemed appropriate for all presentations and all situations, and a face-to-face consultation was seen as preferable where this was possible.ConclusionThe findings of this scoping review show that primary care patients and clinicians report both positive and negative experiences when using VCs, and these experiences are, to a certain extent, context dependent. VC is potentially more convenient for patients, but is not considered superior to a face-to-face consultation. Accounts of experience are useful in the planning and implementation of any VC service.
Highlights
Video consultation (VC) was not deemed appropriate for all presentations and all situations, and a face-to-face consultation was seen as preferable where this was possible
The findings of this scoping review show that primary care patients and clinicians report both positive and negative experiences when using VCs, and these experiences are, to a certain extent, context dependent
There is increasing use of video consultation (VC) in primary care as an alternative to a face-to-face consultation and it potentially changes the experience of having a consultation for patient and clinician
Summary
Video is used for conducting consultations in the routine delivery of health care, with use reported across a range of settings and clinical specialties, including specialist diabetes care,[1] paediatric acute care,[2] specialist palliative care services,[3] primary care,[4] clinical oncology,[5] and mental health settings.[6]. Policymakers and the professional bodies representing primary care are encouraging the adoption of video as a routine way to consult with patients.[13,14,15,16,17] This has been driven by the perceived benefits of using video for consulting with patients in a primary care setting; for example, improved access and convenience for patients[18] in a setting where accessing a clinician can be challenging,[19] the modernisation of primary care practice,[20] and potential time-s avings for clinicians who are facing increasing levels of demand for consultations.[21,22] there have been concerns expressed by clinicians about VCs; for example, the potential for inequitable access to health care where patients cannot access and use the internet ,[23] that it challenges the role of clinicians,[24] that there is a lack of clarity about what types of problem it would work best for, and the potential for technological and logistical problems.[20,25]. There has been no review of the evidence about how patients and clinicians experience VC in general practice
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