Digital clinic users in Finnish public primary care: their characteristics, reasons for visits, and equity...

Chat-based digital clinics have become an increasingly important gateway to primary healthcare in many countries. This exploratory study describes the socio-demographic characteristics of digital clinic users, examines patterns of digital clinic use among potentially vulnerable population groups, and compares the medical reasons for chat-based digital clinic contacts with those of traditional primary care.

We conducted an observational register-based study using nationwide data covering digital and traditional contacts to public and private primary care clinics in Finland from January 2022 to February 2025. Using a rich linked dataset, we examined several potentially vulnerable socioeconomic subgroups, including individuals aged 80 and above, those with multimorbidity, the unemployed, and members of the lowest income quintile. The study population comprised 1,599,588 individuals residing in eight wellbeing services counties in Finland.

Public digital clinic users appeared to be younger, more often women, and more often live in urban areas, and have a lower prevalence of chronic illnesses compared with users of traditional public primary care. Potentially vulnerable patient groups also used digital services, although they used traditional services more. Medical reasons for digital clinic contacts were often relatively simple, but individuals with chronic illnesses also used digital services to address their care needs.

We observed differences in the characteristics of users of digital and traditional primary healthcare services. We generated hypotheses for future research on equity in digital healthcare access. Further research is needed to evaluate whether improving access to digital services for vulnerable groups could support health equity.