Nurses’ experience of using video consultation in a digital care setting and its impact on their workflow and communication

Abstract

Sweden as many other countries uses video consultation to increase patients’ access to primary healthcare services particularly during the COVID-19 pandemic. Working in digital care settings and using new technologies, in this case video consultations, require learning new skills and adoption to new workflow. The aim of this study is to explore nurses’ experience of using video consultation in a digital care setting and its impact on their workflow and communication. Fifteen semi-structured interviews were carried out with registered nurses recruited from a private digital healthcare provider. Interviews were recorded, transcribed, and analysed using an abductive approach. Nurses’ workflow was modeled, and several categories and subcategories were identified: nurses’ workflow (efficiency, flexibility, and information accessibility); communication (interaction with patients and interprofessional communication); user experience (change and development of the platform, challenges, and combining digital and physical care). Even though providing online care has its limitations, the nurses were positive towards using video consultations.

Telehealth use for sexual and reproductive health promotion and care during the early phase of COVID-19 pandemic: A descriptive-interpretive qualitative study of healthcare providers’ perspectives and experiences in Western - Central New York State

“…The copyright holder for this preprint this version posted May 3, 2024. ; https://doi.org/10.1101/2024.05.02.24306759 doi: medRxiv preprint nurses were reported to help with other visits that did not necessarily require the physician's attention such as PrEP management and STI care, while the social workers helped by following up with patients who missed appointments and needed treatment refills, in addition to making sure partners of those diagnosed with STIs were treated. This finding is consistent with previous studies that reported telehealth physicians to be more dependent on their social systems, particularly nurses, than physicians working in-person [50]. During the pandemic, nurses have been reported to play a significant role in ensuring the visit is well coordinated and in ensuring a smooth workflow [50].…”

“…This finding is consistent with previous studies that reported telehealth physicians to be more dependent on their social systems, particularly nurses, than physicians working in-person [50]. During the pandemic, nurses have been reported to play a significant role in ensuring the visit is well coordinated and in ensuring a smooth workflow [50]. Thus, nurses are essential in the delivery of telehealth-based care.…”

“…For some, the sudden surge in national use without established governmental and organizational guidance was more of a pandemic attribution than initiation of telehealth in practice. This suggests telehealth was underused and understudied until the COVID-19 pandemic, during which reduced regulations and increased payment parity facilitated a rapid increase in telemedicine consultation [50]. This underutilization and the limited studies regarding telehealth in specialty care may explain why some healthcare providers in this study reported their hesitancy and perceived lack of knowledge, demonstrating mistrust of its effectiveness and adherence to ethical standards and advocating for a combination of virtual and in-person care.…”

“…Despite increased national dialog, HCPs and patients were not well oriented to telehealth, and most may have needed more time to adjust, due to the rapid uptake of the modality warranted by COVID-19 and in-person restrictions [47]. Therefore, more research, provider and patient training, and orientation are required to develop better strategies and trust care in provision via telehealth service for sexual health promotion [49].…”