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Protocol: Remote care as the 'new normal'?  Multi-site case study in UK general practice.

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General practices in the UK are exploring remote care options post-pandemic. This study examines their diverse experiences with telephone, video, and online consultations to understand varied implementation success.

Keywords:
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Area of Science:

  • Primary care research
  • Health services research
  • Digital health implementation

Background:

  • UK general practices adopted remote service provision (telephone, video, online) alongside face-to-face consultations following the pandemic.
  • Practices are navigating varied experiences in establishing and delivering remote care access and services.
  • Understanding these evolving practices is crucial for optimizing future healthcare delivery models.

Purpose of the Study:

  • To explore and understand the diverse, longitudinal experiences of UK general practices in establishing remote consultation services.
  • To identify factors influencing the success or failure of digital health solutions across different practice contexts.
  • To inform policy and service development through in-depth case study analysis and stakeholder engagement.

Main Methods:

  • Mixed-methods, multi-site case study design involving 11 diverse general practices over two years.
  • Utilizes researcher-in-residence, interviews, document analysis, ethnography, online learning events, and patient involvement groups.
  • Incorporates national stakeholder engagement and a diverse independent advisory group for governance and policy outreach.

Main Results:

  • Anticipates rich narratives on changes in access, triage, capacity, and digital equity over time.
  • Expected to detail impacts on care quality, safety, workforce well-being, and technology infrastructure.
  • Will explore patient perspectives and the sustainability of remote care models, including environmental impact.

Conclusions:

  • Case study methodology will elucidate why digital solutions perform differently across general practices.
  • Findings aim to explain the contextual factors influencing the adoption and effectiveness of remote care strategies.
  • The study plans to influence policy and service development via network-building, workshops, and policy briefings.