The diversity of providers’ and consumers’ views of virtual versus inpatient care provision : a qualitative study

Background: A broad‑based international shift to virtual care models over recent years has accelerated following
COVID‑19. Although there are increasing numbers of studies and reviews, less is known about clinicians’ and consum‑
ers’ perspectives concerning virtual modes in contrast to inpatient modes of delivery.

Methods: We conducted a mixed‑methods study in late 2021 examining consumers’ and providers’ expectations of
and perspectives on virtual care in the context of a new facility planned for the north‑western suburbs of Sydney, Aus‑
tralia. Data were collected via a series of workshops, and a demographic survey. Recorded qualitative text data were
analysed thematically, and surveys were analysed using SPSS v22.

Results: Across 12 workshops, 33 consumers and 49 providers from varied backgrounds, ethnicities, language groups,
age ranges and professions participated. Four advantages, strengths or benefits of virtual care reported were: patient
factors and wellbeing, accessibility, better care and health outcomes, and additional health system benefits, while four dis‑
advantages, weaknesses or risks of virtual care were: patient factors and wellbeing, accessibility, resources and infrastruc-
ture, and quality and safety of care.

Conclusions: Virtual care was widely supported but the model is not suitable for all patients. Health and digital
literacy and appropriate patient selection were key success criteria, as was patient choice. Key concerns included
technology failures or limitations and that virtual models may be no more efficient than inpatient care models.
Considering consumer and provider views and expectations prior to introducing virtual models of care may facilitate
greater acceptance and uptake.

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