Implementation of remote consulting in UK primary care following the COVID-19 pandemic: a mixed-methods longitudinal study

Mairead Murphy*, Lauren J Scott, Chris Salisbury, Andrew Turner, Anne Scott, Rachel Denholm, Geeta Iyer, Rhys Lewis, John MacLeod, Jeremy Horwood

*Corresponding author for this work

Research output: Contribution to journalArticle (Academic Journal)peer-review

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To reduce contagion of COVID-19, in March 2020 UK general practices implemented predominantly remote consulting via telephone, video or online consultation platforms.

To investigate the rapid implementation of remote consulting and explore impact over the initial months of the COVID-19 pandemic.

Design and Setting:
Mixed-methods study in 21 general practices in Bristol, North Somerset and South Gloucestershire.

Quantitative: Longitudinal observational analysis comparing volume and type of consultations in April-July 2020 with April-July 2019. Negative binomial models were used to identify if changes differed amongst different groups of patients.

Qualitative: 87 practice staff longitudinal interviews in four rounds investigated practices experience of the move to remote consulting, challenges faced and solutions. A thematic analysis utilised Normalisation Process Theory.

There was universal consensus that remote consulting was necessary. This drove a rapid change to 90% remote GP consulting (46% for nurses) by April 2020. Consultation rates reduced in April-July 2020 compared to 2019; GPs/nurses maintained a focus on older patients, shielding patients and patients with poor mental health. Telephone consulting was sufficient for many patient problems, video consulting was used more rarely, and was less essential as lockdown eased. SMS-messaging increased more than three-fold. GPs were concerned about increased clinical risk and some had difficulties setting thresholds for seeing patients face-to-face as lockdown eased.

The shift to remote consulting was successful and a focus maintained on vulnerable patients. It was driven by the imperative to reduce contagion and may have risks; post-pandemic, the model will need adjustment.
Original languageEnglish
Article numbere166-e177
Pages (from-to)E166-E177
Number of pages12
JournalBritish Journal of General Practice
Issue number704
Early online date25 Feb 2021
Publication statusPublished - Mar 2021

Structured keywords

  • Covid19


  • general practitioners
  • online consultation
  • remote consultation
  • telephone
  • consultation
  • triage

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