Experiences of using email for general practice consultations: a qualitative study.

Area of Science:

• Digital Health
• General Practice
• Healthcare Communication

Background:

• Email consultations are increasingly used by General Practitioners (GPs) in the UK, with limited understanding of their implications.
• Approximately 21-23% of UK GPs report patient email consultations, highlighting a gap in knowledge regarding their nature and impact.

Purpose of the Study:

• To explore the experiences of GPs and patients using email for consultations.
• To gather insights from experts on the use and regulation of email in general practice.

Main Methods:

• A qualitative study employing purposive sampling and semi-structured interviews.
• Interviews were conducted in London general practice and community settings with GPs, patients, and policy experts until data saturation.

Main Results:

• Email consultations were often initiated due to logistical issues, with convenience being a key motivator for continued use.
• Both GPs and patients expressed concerns regarding safety and the lack of clear guidelines for email consultations.
• GPs also reported increased workload, and both groups attempted to establish informal rules to manage uncertainty.

Conclusions:

• Email consultations in general practice currently operate without formal regulation or structure.
• UK policy promoting email consultations necessitates addressing clinician workload and responsibility to ensure patient safety.
• The absence of clear guidance risks safety breaches and suboptimal patient care, emphasizing the need for regulation.