Healthcare professionals' experience of performing digital care visits - a scoping review

Abstract

Background: The use of patient initiated digital care visits has been increasing and even more so in the era of the Coronavirus (COVID-19) pandemic. Learning more about healthcare professionals’ experience of using such technology would provide valuable insight and a basis for improvement of digital visits.Aim: This study sought to explore the existing literature on healthcare professionals’ experience of performing digital care visits.Methods: A scoping review was performed following Arksey & O’Malley’s proposed framework and utilizing the Preferred Reporting Items for Systematic reviews and Meta-Analyses – Extension for Scoping Reviews (PRISMA-ScR) checklist. Three large databases – PubMed, Web of Science and IEEE Xplore were searched, and 28 studies were included in the review. The collected data was analyzed using thematic content analysis.Results: Five main themes were identified in the literature: positive experiences/benefits, facilitators, negative experiences/challenges, barriers, and suggestions for improvement. Healthcare professionals mostly reported having overall positive experience with digital visits and saw benefits for themselves and the patients – efficiency, convenience, accessibility, and new perspectives in remote care to name a few. However, opinions were mixed or negative regarding the complexity of decision making, workload and workflow, suitability of this type of care and other challenges. The suggestions for improvement included training and education, improvements within system and tools and support for professionals.Conclusion: Despite overall positive experience and benefits for both professionals and patients, clinicians reported challenges and issues they faced when using digital care visits: physical barriers, technical issues, suitability concerns and others. Digital care visits could not fully replace face-to face visits.