Telehealth Expansion Enhances Accessibility While Challenging General Practitioners

The rise of telehealth services has revolutionized patient access to healthcare, providing a convenient alternative to traditional in-person consultations. However, this shift may inadvertently place additional pressure on general practitioners (GPs), according to recent research conducted at the University of Agder.

With technology allowing patients easier communication with their healthcare providers, the landscape of general practice has changed significantly. Patients can now engage in e-consultations, video calls, or phone appointments, a trend that gained momentum during the COVID-19 pandemic and remains prevalent post-crisis. Currently, approximately 20% of consultations within Norwegian general practice occur through digital means, which include written messages, phone calls, or video interactions.

Research conducted by a doctoral candidate at the University of Agder involved interviews with 24 GPs to assess how these remote consultations have affected their practice. While these digital appointments are designed to streamline patient care, the reality shows an unexpected trend. Many patients who utilize telehealth still find themselves needing follow-up in-person visits, with reports suggesting that about one in five digital consultations leads to an additional face-to-face appointment.

In an effort to alleviate the burden on GPs, remote consultations were initially thought to provide a solution. However, evidence suggests that they may lead to increased patient volume, contributing to a phenomenon known as 'double booking' where patients require multiple appointments to address their health issues adequately.

The convenience of telehealth has also led to some unintended consequences. Patients may reach out for minor health inquiries that they would not have considered discussing in a traditional appointment. This includes instances where patients seek advice on simple matters, like recommending a throat lozenge for a cold. GPs express concerns over the challenges of evaluating the urgency of these digital inquiries, often leading to late-night checks to ensure no serious conditions are overlooked.

Furthermore, the lack of in-person interaction limits the opportunity for GPs to engage in comprehensive assessments. A significant part of medical practice relies on building rapport and understanding subtle nonverbal cues during patient interactions. Many GPs note that crucial health concerns often arise at the end of consultations, a dynamic that is compromised in digital settings. This phenomenon, referred to as 'doorknob questions,' highlights the limitations of remote consultations in effectively addressing a patient's full range of health issues.

In light of these challenges, proposals have emerged to make video consultations a mandatory offering by GPs. However, some practitioners express skepticism about such mandates, advocating instead for the autonomy to determine the best methods for their practice. They argue that while digital consultations can be beneficial, the focus should remain on ensuring quality patient care.

As telehealth continues to evolve, the need for a balanced approach to utilizing technology in healthcare is evident. GPs emphasize the importance of maintaining effective communication and personal connection with patients to enhance overall medical practice. Adopting a cautious perspective on technological integration may prevent the pitfalls associated with an over-reliance on digital solutions, ensuring that innovation aligns with genuine progress in patient care.