Satisfaction with remote consultations in primary care during COVID-19: a population survey of UK adults

Abstract

Background: Mode of access to primary care changed during the COVID-19 pandemic; remote consultations became more widespread. With remote consultations likely continuing in UK primary care, it is important to understand people’s perceptions of remote consultations and identify potential resulting inequalities. Aim: To assess satisfaction with remote GP consultation in the UK during the COVID-19 pandemic and identify demographic variation in satisfaction levels. Design and Setting: Cross-sectional survey from the second phase of a large UK-based study. Method: 1426 adults who self-reported having sought help from their doctor in the past six months completed an online questionnaire (February-March 2021). Items included satisfaction with remote consultations and demographic variables. Associations were analysed using multivariable regression. Results: A novel six-item scale of satisfaction with remote GP consultations had good psychometric properties. Participants with higher levels of education had significantly greater satisfaction with remote consultations than participants with mid-level (B=-0.82, 95% CI -1.41, -0.23) or those with low or no qualifications (B=-1.65, 95% CI -2.29, -1.02). People living in Wales reported significantly higher satisfaction compared with those living in Scotland (B=-1.94, 95% CI -3.11, -0.78), though caution is warranted due to small group numbers. Conclusion: These findings can inform the use and adaptation of remote consultations in primary care. Adults with lower educational levels may need additional support to improve their experience and ensure equitable care via remote consultations.