Scoping Review of Challenges and Existing Tools

Abstract

In light of the COVID-19 public health restrictions, the use of telemedicine has been on the rise. This care delivery model is valued for its potential to increase care access while providing safe care. However, it changes the way patients and providers interact. Communication during video consultations requires embodied engagement to compensate for the physical distance. This study aimed to identify patient-provider communication challenges during video consultations and assess the tools developed to support patient-provider communication according to the published literature from 2019 to 2022. Searches of eight databases (Medline (Ovid), PubMed, ProQuest Nursing and Allied Health, CINAHL, Web of Science, Scopus, PsychInfo, and Social Services Abstracts), and a Google search for grey literature were conducted. Nineteen articles met inclusion criteria. Findings show that patients and providers share the same concerns, such as a lack of trust relating to physical distance, the ability to establish a meaningful relationship, and a lack of confidence in clinical assessment. The available tools, however, are based on guidelines that are difficult to adapt to the diversity of interaction contexts. There is a need for tools that consider the complexity of patient-provider communication in order to address the challenges stemming from the lack of trust in the context of video consultations. These findings can inform strategies for effective patient-provider communication during video consultations to improve the quality of care and optimize outcomes in this context.