Irit Chudner
Israel Institute of Technology, Israel
Title: Staying close from far away patients’ preferences for video consultations in primary care: A qualitative study
Biography
Biography: Irit Chudner
Abstract
Statement of the Problem: Video-consultations (VC) provide increased accessibility of primary-care to the geographic and cultural periphery, improved treatment for chronic patients, and higher satisfaction with medical services among young patients. Despite being highly beneficial, VCs’ integration into health systems is complex and slow. Understanding Patients’ attitudes and preferences can help design more effective training programs, leading to better implementation. This qualitative study’s purpose was to better understand primary care patients' preferences for VCs versus in-clinic consultations (I-CCs).
Methods: The study sample comprised of 42 patients. Data were gathered through 5 focus groups’ interviews, which were audio-recorded, transcribed verbatim and content-analyzed.
Findings: Patients perceived VC as beneficial for reducing waiting times (until the appointment and in line with the consultation itself), and for reducing costs associated with reaching the clinic. They preferred conducting VCs with their own family doctor, neither any Primary-Care-Practitioner (PCP). Patients believed that it would be easier to gain their doctor’s attention during VC, unlike in the clinic, where there are distractions. Patients expressed concern about the loss of personal close contact with a PCP, and perceived good interpersonal communication with PCPs at VCs as even more important than in I-CCs. The main communication elements were listening, empathy; talking at the "same level", acquaintance with the patient and his needs. According to the patients, VCs can only partially replace I-CCs.
Conclusion & Significance: It seems that the optimal experience for patients when using VCs will be created by the unity of opposites: on the one hand, the availability and convenience to be connected from far away; and on the other hand, to keep close communication and conduct VC with their own PCP. Findings suggest that training programs should specifically address patients' needs and preferences to plan and implement successfully VC projects in primary care settings.