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Background Health services are increasingly using digital tools to deliver care, and online consultations are being widely adopted in primary care settings. The intended consequences of online consultations are to increase patient access to care and increase the efficiency of care. Aim To identify and understand the unintended consequences of online consultations in primary care. Design and setting Qualitative interview study in eight general practices using online consultation tools in South West and North West England between February 2019 and January 2020. Method Thematic analysis of semi-structured interviews with 19 patients and 18 general practice staff. Results Consequences of online consultations were identified that restricted patient access to care by making it difficult for some patients to communicate effectively with a GP and disadvantaging digitally-excluded patients. This stemmed from patient uncertainty about how their queries were dealt with, and whether practices used online consultations as their preferred method for patients to contact the practice. Consequences were identified that limited increases in practice efficiency by creating additional work, isolation, and dissatisfaction for some staff. Conclusion Unintended consequences often present operational challenges that are foreseeable and partly preventable. However, these challenges must be recognised and solutions resourced sufficiently. Not everyone may benefit and local decisions will need to be made about trade-offs. Process changes tailored to local circumstances are critical to making effective use of online consultation tools. Unintended consequences also present clinical challenges that result from asynchronous communication. Online consultation tools favour simple, well-formulated information exchange that leads to diffuse relationships and a more transactional style of medicine.

More information Original publication

DOI

https://doi.org/10.3399/BJGP.2021.0426

Type

Journal article

Journal

BJGP

Publisher

Royal College of General Practitioners

Publication Date

13/12/2021

Addresses

The DECODE study is funded by National Institute for Health Research (NIHR) School for Primary Care Research (SPCR) and supported by NIHR Applied Research Collaboration West.

Keywords

digital first primary care, digital health, health services accessibility, online consultations, qualitative research, unintended consequences