Investigating the Acceptance of Video Consultation by Patients in Rural Primary Care: Empirical Comparison of Preusers and Actual Users

Abstract

Background The ongoing digitalization in health care is enabling patients to receive treatment via telemedical technologies, such as video consultation (VC), which are increasingly being used by general practitioners. Rural areas in particular exhibit a rapidly aging population, with an increase in associated health issues, whereas the level of attraction for working in those regions is decreasing for young physicians. Integrating telemedical approaches in treating patients can help lessen the professional workload and counteract the trend toward the spatial undersupply in many countries. As a result, an increasing number of patients are being confronted with digital treatment and new forms of care delivery. These novel ways of care engender interactions with patients and their private lives in unprecedented ways, calling for studies that incorporate patient needs, expectations, and behavior into the design and application of telemedical technology within the field of primary care. Objective This study aims to unveil and compare the acceptance-promoting factors of patients without (preusers) and with experiences (actual users) in using VC in a primary care setting and to provide implications for the design, theory, and use of VC. Methods In total, 20 semistructured interviews were conducted with patients in 2 rural primary care practices to identify and analyze patient needs, perceptions, and experiences that facilitate the acceptance of VC technology and adoption behavior. Both preusers and actual users of VC were engaged, allowing for an empirical comparison. For data analysis, a procedure was followed based on open, axial, and selective coding. Results The study delivers factors and respective subdimensions that foster the perceptions of patients toward VC in rural primary care. Factors cover attitudes and expectations toward the use of VC, the patient-physician relationship and its impact on technology assessment and use, patients’ rights and obligations that emerge with the introduction of VC in primary care, and the influence of social norms on the use of VC and vice versa. With regard to these factors, the results indicate differences between preusers and actual users of VC, which imply ways of designing and implementing VC concerning the respective user group. Actual users attach higher importance to the perceived benefits of VC and their responsibility to use it appropriately, which might be rooted in the technological intervention they experienced. On the contrary, preusers valued the opinions and expectations of their peers. Conclusions The way the limitations and potential of VC are perceived varies across patients. When practicing VC in primary care, different aspects should be considered when dealing with preusers, such as maintaining a physical interaction with the physician or incorporating social cues. Once the digital intervention takes place, patients tend to value benefits such as flexibility and effectiveness over potential concerns.

Suitability of Video Consultations During the COVID-19 Pandemic Lockdown: Cross-sectional Survey Among Norwegian General Practitioners

“…It remains to be seen whether the quantifiable, beneficial outcomes of continuity of care found in physical consultation settings can be replicated in relation to VCs. Beyond this question, our results are in good accordance with previous findings, deliberations, and recommendations regarding quality potentials and pitfalls related to VCs [ 10 , 21 , 25 , 26 ].…”

“…Prepandemic research on VCs in general practice has mostly been characterized by small studies on selected patient groups [ 7 , 8 ]. Results indicate that VCs might be useful for selected patients or health problems and have the potential for increased patient empowerment, practical convenience, and efficiency gains [ 9 , 10 ]. However, concerns have been raised regarding the clinical quality and suitability of VCs, and both patients and clinicians still consider face-to-face consultations the gold standard [ 7 , 8 , 11 , 12 ].…”

Suitability of Video Consultations During the COVID-19 Pandemic Lockdown: Cross-sectional Survey Among Norwegian General Practitioners (Preprint)

“…It remains to be seen whether the quantifiable, beneficial outcomes of continuity of care found in physical consultation settings can be replicated in relation to VCs. Beyond this question, our results are in good accordance with previous findings, deliberations, and recommendations regarding quality potentials and pitfalls related to VCs [10,21,25,26].…”

The Use of Telemedicine and Other Strategies by Registered Dietitians for the Medical Nutrition Therapy of Patients With Inherited Metabolic Disorders During the COVID-19 Pandemic

“…Previously-reported barriers to the implementation of telemedicine by metabolic clinics include cost of the technology, availability of technology support, staff lack of familiarity with technology, licensing, credentialing, reimbursement, privacy, and confidentiality ( 7 ). Barriers to patient use of telemedicine include preference for in-person appointment, concerns about data security, discomfort with technology, and lack of access to technology and internet service ( 8 – 10 ).…”