Non-face to face consultations and communications in primary care : the role and perspective of general practice managers in Scotland

Hanna, Lisa, May, Carl and Fairhurst, Karen 2011, Non-face to face consultations and communications in primary care : the role and perspective of general practice managers in Scotland, Informatics in primary care, vol. 19, no. 1, pp. 17-24.

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Title Non-face to face consultations and communications in primary care : the role and perspective of general practice managers in Scotland
Author(s) Hanna, Lisa
May, Carl
Fairhurst, Karen
Journal name Informatics in primary care
Volume number 19
Issue number 1
Start page 17
End page 24
Total pages 8
Publisher Radcliffe Publishing Ltd
Place of publication Oxon, England
Publication date 2011-11
ISSN 1476-0320
1475-9985
Keyword(s) email
general practice
practice management
telecommunications
Summary Background Practice managers play an important role in the organisation and delivery of primary care, including uptake and implementation of technologies. Little is currently known about practice managers’ attitudes to the use of information and communication technologies, such as email or text messaging, to communicate or consult with patients.

Objectives To investigate practice managers’ attitudes to non-face-to-face consultation/communication technologies in the routine delivery of primary care and their role in the introduction and normalisation of these technologies.

Methods We carried out a mixed-methods study in Scotland, UK. We invited all practice managers in Scotland to take part in a postal questionnaire survey. A maximum variation sample of 20 survey respondents participated subsequently in in-depth qualitative interviews.

Results Practice managers supported the use of new technologies for routine tasks to manage workload and maximise convenience for patients, but a range of contextual factors such as practice list size, practice deprivation area and geographical location affected whether managers would pursue the introduction of these technologies in the immediate future. The most common objections were medico-legal concerns and lack of perceived patient demand.

Conclusion Practice managers are likely to play a central role in the introduction of new consultation/communication technologies within general practice. They hold varying views on the appropriateness of these technologies, influenced by a complex mix of contextual characteristics.Managers from areas in which the ethos of the practice prioritises personalised care in service delivery are less enthusiastic about the adoption of remote consultation/ communication technologies.
Language eng
Field of Research 111717 Primary Health Care
Socio Economic Objective 920299 Health and Support Services not elsewhere classified
HERDC Research category C1.1 Refereed article in a scholarly journal
Copyright notice ©2011, PHCSG, British Computer Society
Persistent URL http://hdl.handle.net/10536/DRO/DU:30047275

Document type: Journal Article
Collection: School of Health and Social Development
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