Exploring patients' and clinicians' experiences of video consultations in primary care: a systematic scoping review

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.

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“…Our population saved over 30 minutes of travel time on average. Decreased travel time is recognized as a value of telemedicine, 11 especially for those living in remote or rural areas 6 . In‐person visits have costs to patients, employers, and the environment due to the need for travel.…”

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“…Technical challenges were also identified in our study, consistent with prior reports. 28 – 30 Without validated survey tool, we used expert consensus to develop the modified survey. 3 More detailed characteristics of patient population and caregivers who completed the survey are difficult to elicit due to goal to provide an anonymous survey tool.…”

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