General practitioners’ perceptions towards the use of digital health services for citizens in primary care: a qualitative interview study

Abstract

OBJECTIVES: To explore general practitioners' (GPs) perceptions towards use of four digital health services for citizens: an electronic booking service to make reservations with the GP; an electronic prescription service to request renewal of maintenance drugs; a service for text-based non-clinical enquiries to the GP office and a service for text-based electronic consultation (e-consultation) with the GP. DESIGN: A qualitative study based on semi-structured interviews. SETTING: Primary care. PARTICIPANTS: Nine GPs who were early adopters of the four services were interviewed. METHOD: One moderator presented topics using open-ended questions, facilitated the discussion and followed up with further questions. Phone interviews were conducted, audio recorded and transcribed verbatim. Qualitative data were analysed using the framework method. RESULTS: The use of digital services in primary care in Norway is growing, although the use of text-based e-consultations is still limited. Most GPs were positive about all four services, but there was still some scepticism regarding their effects. Advantages for GP offices included reduced phone load, increased efficiency, released time for medical assessments, less crowded waiting rooms and more precise communication. Benefits for patients were increased flexibility, autonomy and time and money savings. Children, the elderly and people with low computer literacy might still need traditional alternatives. CONCLUSIONS: More defined and standardised routines, as well as more evidence of the effects, are necessary for large-scale adoption.