JMIR Publications

ABSTRACT

Background:

The use of video consultations (VCs) in Norwegian general practice rapidly increased during the COVID-19 pandemic. During societal lockdowns, VCs were used for nearly all types of clinical problems, as physical consultations were kept to a minimum.

Objective:

To explore GPs’ experiences of potential and pitfalls associated with the use of VCs during the first pandemic lockdown.

Methods:

Between April 14th and May 3rd, 2020, all regular Norwegian GPs (N=4858) were invited to answer an online survey, which included open-ended questions about their experiences with advantages and pitfalls of VCs. A total of 2558 free text answers were provided by 657 of the 1237 GPs who participated in the survey. The material was subjected to reflexive thematic analysis.

Results:

Four main themes were identified. First, VCs appear most suitable when the GPs encounter known patients or previously presented health problems. Secondly, GPs describe new potentials: opportunities to tailor trajectories more seamlessly, to gain valuable insight into patients’ psychosocial life, and to get in contact with vulnerable patients who might otherwise not seek medical help. Thirdly, the communication style on video is scarce with loss of smalltalk and non-verbal hints. This was seen as effective but could also imply risks. Finally, VCs might lead to erosion of the therapeutic relationships with negative implications for patient safety in a longer perspective.

Conclusions:

During the pandemic societal lockdown, VCs were most suitable for consultations with previously known patients. The study revealed potentials including relationship-building with vulnerable patients who might otherwise be reluctant to seek help. Pitfalls of VCs were possible negative impact on quality of care and patient safety. The findings have relevance for future implementation of VCs and deserve further exploration under less stressful circumstances.