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

Journal article


Clay-Williams, Robyn, Hibbert, Peter, Carrigan, Ann, Roberts, Natalie, Austin, Elizabeth E., Pulido, Diana Fajardo, Meulenbroeks, Isabelle, Nguyen, Hoa Mi, Sarkies, Mitchell N., Hatem, Sarah, Maka, Katherine, Loy, Graeme and Braithwaite, Jeffrey. (2023). The diversity of providers’ and consumers’ views of virtual versus inpatient care provision : a qualitative study. BMC Health Services Research. 23(1), pp. 1-12. https://doi.org/10.1186/s12913-023-09715-x
AuthorsClay-Williams, Robyn, Hibbert, Peter, Carrigan, Ann, Roberts, Natalie, Austin, Elizabeth E., Pulido, Diana Fajardo, Meulenbroeks, Isabelle, Nguyen, Hoa Mi, Sarkies, Mitchell N., Hatem, Sarah, Maka, Katherine, Loy, Graeme and Braithwaite, Jeffrey
Abstract

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.

KeywordsVirtual care; Consumers’ views of care; Providers’ views of care; Qualitative research; Hospitals; Innovation in care models
Year01 Jan 2023
JournalBMC Health Services Research
Journal citation23 (1), pp. 1-12
PublisherBMC (BioMed Central) Springer
ISSN1472-6963
Digital Object Identifier (DOI)https://doi.org/10.1186/s12913-023-09715-x
Web address (URL)https://bmchealthservres.biomedcentral.com/articles/10.1186/s12913-023-09715-x
Open accessOpen access
Research or scholarlyResearch
Page range1-12
Publisher's version
License
File Access Level
Open
Output statusPublished
Publication dates
Online04 Jul 2023
Publication process dates
Accepted16 Jun 2023
Deposited20 Sep 2024
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Open
Supplemental file
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This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/. The Creative Commons Public Domain Dedication waiver (http://creativecommons.org/publicdomain/zero/1.0/) applies to the data made available in this article, unless otherwise stated in a credit line to the data.

Place of publicationUnited Kingdom
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