Primary care physicians’ experiences of video and online chat consultations: a qualitative descriptive study

Abstract

Objectives 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. Design A qualitative study using thematic analysis. Setting Four online focus group interviews with 17 PCPs, working with one private health care provider, with public and private primary care patients. Subjects PCPs who had performed video or online chat consultations with primary care patients for at least 6 months. Main outcome measurements PCPs’ perceptions and views working remotely in online chat and video consultations. Results 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. Conclusion 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.