Prior to the pandemic, we studied the organizational challenges associated with roll-out of video consultations across multiple clinical directorates in the UK's largest acute hospital trust (25 (link)–27 (link)), including sub-studies on physical examination by video (28 (link), 29 (link)). We also undertook contract research for the Scottish Government to evaluate the national roll-out of video consultations—an initiative that was driven partly by the policy goal of reducing carbon footprint and travel costs from remote settings (30 ). Others in our team have studied help-seeking behavior in urgent care settings, including NHS 999 and NHS111 (31 (link), 32 (link)). Insights from these studies informed our theoretical work.
Since the pandemic began, we have been involved in three separately-funded but theoretically related case studies. Details of ethics approvals are given at the end of the paper, and full empirical reports of these studies are in preparation for publication elsewhere. All studies were of mixed-methods design but predominantly qualitative, using interviews, ethnography, and documentary analysis to generate and follow an emerging story of change, using quantitative data to illustrate and enrich the story.
First, we were funded by the Scottish Government (June–October 2020) to extend our evaluation of the video consultation service (branded “Near Me”) to cover the early months of the pandemic to August 2021 (33 ). This study covered both primary and secondary care. It included 60 h of ethnographic observation; 223 interviews with healthcare staff, patients, and national-level stakeholders (policymakers, professional leaders, industry); quantitative analysis of automated activity reports on over 69,000 consultations (including over 18,000 patient assessments of consultation quality); and analysis of policy documents and implementation plans.
Second, we were funded by the UK Research and Innovation COVID-19 Emergency Fund from June 2020 to November 2021 for a study called Remote by Default, which addressed remote care in general practice. This study involves interviews (over 100 to date) with healthcare staff, patients and national-level stakeholders, as well as following four locality case studies in south London, Oxfordshire, Devon, and south Wales. Especially relevant to the development of PERCS were four online focus groups involving 19 participants (clinicians, support staff, and patients), four facilitated cross-sector workshops (held via Zoom) which brought together ~160 national policymakers, clinicians, patients, and other stakeholders, and a four-round Delphi study (described in detail below) of ethical principles and decisions relating to remote consulting.
Third, we were funded by a medical charity from June 2020 to July 2021 to study the roll-out of video consultations across the UK. The Health Foundation Video Consulting (HFVC) study involved a quantitative survey of current practice (to over 800 NHS staff), qualitative follow-up interviews with a sample of 40 of these (repeated longitudinally with a sub-sample of 20 as the pandemic unfolded), interviews with 10 patients, and two group discussions involving 15 patient and public representatives. This study also included 7 locality case studies of video consulting services—four in secondary care (in London, Norfolk, Oxfordshire, and Cumbria) and three on group video clinics in primary care (in England, Scotland, and Wales).
In each of these studies, our research question addressed the individual-, organizational-, and system-level challenges to introducing remote consultation services at pace and scale and routinizing such services. We used an embedded virtual researcher-in-residence model: each case study had an assigned member of the research team who built relationships with key informants, developed an understanding of local issues and contingencies, and coordinated data collection and feedback. An external advisory group with a lay chair and patient representation met 4-monthly.
Since the pandemic began, we have been involved in three separately-funded but theoretically related case studies. Details of ethics approvals are given at the end of the paper, and full empirical reports of these studies are in preparation for publication elsewhere. All studies were of mixed-methods design but predominantly qualitative, using interviews, ethnography, and documentary analysis to generate and follow an emerging story of change, using quantitative data to illustrate and enrich the story.
First, we were funded by the Scottish Government (June–October 2020) to extend our evaluation of the video consultation service (branded “Near Me”) to cover the early months of the pandemic to August 2021 (33 ). This study covered both primary and secondary care. It included 60 h of ethnographic observation; 223 interviews with healthcare staff, patients, and national-level stakeholders (policymakers, professional leaders, industry); quantitative analysis of automated activity reports on over 69,000 consultations (including over 18,000 patient assessments of consultation quality); and analysis of policy documents and implementation plans.
Second, we were funded by the UK Research and Innovation COVID-19 Emergency Fund from June 2020 to November 2021 for a study called Remote by Default, which addressed remote care in general practice. This study involves interviews (over 100 to date) with healthcare staff, patients and national-level stakeholders, as well as following four locality case studies in south London, Oxfordshire, Devon, and south Wales. Especially relevant to the development of PERCS were four online focus groups involving 19 participants (clinicians, support staff, and patients), four facilitated cross-sector workshops (held via Zoom) which brought together ~160 national policymakers, clinicians, patients, and other stakeholders, and a four-round Delphi study (described in detail below) of ethical principles and decisions relating to remote consulting.
Third, we were funded by a medical charity from June 2020 to July 2021 to study the roll-out of video consultations across the UK. The Health Foundation Video Consulting (HFVC) study involved a quantitative survey of current practice (to over 800 NHS staff), qualitative follow-up interviews with a sample of 40 of these (repeated longitudinally with a sub-sample of 20 as the pandemic unfolded), interviews with 10 patients, and two group discussions involving 15 patient and public representatives. This study also included 7 locality case studies of video consulting services—four in secondary care (in London, Norfolk, Oxfordshire, and Cumbria) and three on group video clinics in primary care (in England, Scotland, and Wales).
In each of these studies, our research question addressed the individual-, organizational-, and system-level challenges to introducing remote consultation services at pace and scale and routinizing such services. We used an embedded virtual researcher-in-residence model: each case study had an assigned member of the research team who built relationships with key informants, developed an understanding of local issues and contingencies, and coordinated data collection and feedback. An external advisory group with a lay chair and patient representation met 4-monthly.
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