“Healthcare at its finest”: Patient perspectives on virtual care appointments in primary care

Abstract

Context: COVID-19 led to a rapid uptake of virtual care appointments (telephone and video) in primary care (PC). Decisions on the future of virtual care need to consider patien ts’ experiences. Objective: To understand patients’ experience with virtual care appointments. Study Design: Mixed methods study, presentation focus on qualitative data. A semi-structured interview guide was co-created with patient advisors. A broad recruitment strategy included emailing patient and community organizations, research team network, and social media. Data analyzed using thematic analysis. Participant Eligibility: At least one synchronous virtual encounter in PC since March 2020. Setting: Ontario (Canada) offers universal coverage for PC visits with no co-payment. Results: N=55 interviews were conducted between January 2021 and March 2021. Technology: Telephone was preferred modality. Access: Virtual care was convenient and saved patients’ time and money. Appointment scheduling & booking processes were barriers. Privacy and Confidentiality: No concerns about privacy & confidentiality in patients’ environment, yet participants wanted assurance about privacy & confidentiality in providers’ environm ent. Communication: Providers’ detailed explanations, patients’ health literacy levels, and asynchronous methods of sharing information and documents before and/or after appointments facilitated good experiences. Lack of body-language was a barrier. Therapeutic Relationship: Strong pre-existing relationships facilitated good virtual care experiences. Participants expressed concerns about long-term erosion of relationship when using virtual care. Whole-Person Care: Virtual care facilitated easy inclusion of family members in appointments. However, virtual care appointments were more problem-focused and included less conversation topics outside of specific problem