Interpersonal contact and altered sensory conditions in video consultation - a qualitative interview study in Danish general practice.

ABSTRACT

OBJECTIVE: To explore possible challenges to General Practitioners' (GPs') interpersonal contact with patients in video consultations (VCs), and learn how they change their communication strategies to carry out medical work in a setting with altered sensory conditions. DESIGN, SETTING, SUBJECTS: The study included 6 GPs from the Copenhagen area, with different levels of experience of VC. The data consist of 6 interviews with GPs, held in 2021-2022. The semi-structured interviews included playback of a recorded VC between each GP and a patient, inspired by the Video-Stimulated Interview technique. Interviews were transcribed and analyzed using Interpretative Phenomenological Analysis (IPA). RESULTS: GPs experienced alterations in the sensation of their patients in VCs, and worried about missing something important, including assessing the patient. Generally, GPs felt that interpersonal contact was good enough for the purpose. GPs compensated for altered sensory conditions on video by asking more questions, repeating their advice, and meta-communicating. They used their senses of sight and hearing relatively more in VCs. Compensation also took the form of triage, so that consultations on sensitive topics or with new patients were not selected to take place on video. CONCLUSION AND IMPLICATIONS By compensating for altered sensory conditions in VCs, GPs can carry out their medical work sufficiently well and sustain the best possible interpersonal contact. Our findings are useful for establishing ways to maintain good interpersonal contact between GPs and patients in VCs.

Video consultation (VC) implies new opportunities but appears to pose challenges in the communication between health professionals and patients.Altered sensory input affects interpersonal contact between doctors and patients and challenges the use of silent knowledge.Some GPs are concerned that they are unable to fully assess patients in VCs.GPs compensate verbally and non-verbally, and perform triage to keep interpersonal contact good enough for the purpose.