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Related Experiment Video

Updated: Jun 23, 2025

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Risks to patient safety in remote consulting.

Rebecca Payne1, Aileen Clarke1

  • 1University of Oxford.

The British Journal of General Practice : the Journal of the Royal College of General Practitioners
|June 20, 2024
PubMed
Summary

Remote consulting in primary care carries risks related to staff, patients, and settings. Addressing these factors is key to safely delivering remote healthcare and mitigating adverse outcomes.

Area of Science:

  • Healthcare Delivery
  • Primary Care Medicine
  • Telehealth

Background:

  • The COVID-19 pandemic necessitated the rapid implementation of remote consulting in UK general practice in 2020.
  • While generally safe, remote care has been linked to adverse outcomes in some instances.
  • Understanding the specific risks associated with remote primary care is crucial.

Purpose of the Study:

  • To identify and analyze the risks inherent in providing primary care remotely.
  • To inform strategies for safer remote healthcare delivery.

Main Methods:

  • A mixed-methods study was conducted across various UK primary care settings, including general practice, out-of-hours services, and NHS 111.
  • Data sources included official complaints, legal case reviews, national reports, and in-depth case studies of general practices.

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  • Thematic analysis was performed by two independent reviewers.

    • Main Results:

    • Identified risk factors encompass staff-related issues (e.g., communication, diagnostic over-reliance, clinical judgment), patient-related factors (e.g., communication barriers, chronic conditions), and setting limitations (e.g., resource constraints, access issues, inappropriate triage).
    • Specific risks include delayed prescriptions and referrals due to unadapted processes for remote working.
    • Patient factors like impaired communication and certain medical conditions (chest/abdominal pain) were associated with increased risk.

    Conclusions:

    • Recognizing and mitigating risks associated with staff, patient, and setting factors are essential for safe remote primary care.
    • Proactive management of these elements can enhance the safety and effectiveness of telehealth consultations.