Hammering nails with a screwdriver: how GPs perceive video consultations

Abstract

Background: Early in the COVID-19 pandemic, the use of video consultation (VC) expanded considerably, with GPs indicating high satisfaction with it. However, use of VC declined as lockdown measures were eased. Aim: To explore reasons why VC use has declined in Norwegian general practice since the start of the pandemic by investigating GPs’ experiences with VC and their attitudes towards it in a post-pandemic setting. Design & setting: Qualitative study using semi-structured interviews with 13 GPs in southern Norway between May 2022 and March 2023. Method: Data analysis was conducted by applying the six steps of Braun and Clarke’s reflexive thematic analysis. Results: Although the implementation of VCs was unplanned, most participants were able to use this modality without much problem. Several GPs initially envisioned long-term VC use. However, despite certain positives, VCs were largely sidelined in favour of face-to-face and telephone consultations, owing to their practicality and VC’s limited usefulness when considering the extra effort required. Nonetheless, GPs recognised ways of using VC that might exploit its strengths, but they highlighted how its sustained use would require them to replace other consultation modalities. They also identified extrinsic factors that might lead to the increased use of VC, including improved VC technology and patient demand. Conclusion: Although VC is now part of many GPs’ consultation toolboxes, its perceived relative lack of usefulness and extra effort compared with other remote consultation modalities mean that most GPs have chosen to abandon it as a routine consultation modality.