PCR068: Telehealth in the Pandemic: Experiences and Perspectives of Primary Care Clinicians

Kathryn Kane, BA; Gwendolyn Quintana, MD, MPH; Melissa Filippi, PhD, MPH; Elisabeth Callen, PhD; Tarin Clay, BA

Abstract

Context: Use of telehealth services increased dramatically during the COVID-19 pandemic across a variety of medical specialties including primary care. While multiple surveys have tracked changes in the use of telehealth services across phases of the pandemic, few qualitative studies have explored primary care clinicians’ experiences with and perceptions of telehealth services during this time. Objective: This study examined the immediate and long-term effects of COVID-19 on primary care clinicians use of telehealth services including challenges and benefits. Study Design: Qualitative study. Setting: AAFP National Research Network staff virtually conducted semi-structured, open-ended interviews with primary care clinicians between August 7, 2020 and September 1, 2020. Outcome Measures: Primary care clinicians’ perceptions of and experiences with telehealth services during the COVID-19 pandemic. Results: 26 primary care clinicians from a variety of practice and geographic settings participated in the study. Clinicians reported a mix of positive and negative experiences with telehealth during the COVID-19 pandemic across four domains: 1) adoption of telehealth, 2) billing of telehealth services, 3) patient experiences with telehealth, 4) telehealth efficacy. Due to their institutional support, clinicians affiliated with healthcare systems tended to have more positive experiences with adoption and billing of telehealth services. Clinicians in rural communities discussed the nuanced impact of telehealth in reducing barriers to care (e.g., transportation), while introducing additional barriers (e.g., telehealth compatible devices and stable broadband access). Some clinicians spoke to the value of telehealth for primary care visits which involve chronic disease management, while others felt it compromised tenets of primary care such as in-person examination. Conclusions: Primary care clinicians’ perspectives of and experiences with telehealth during the COVID-19 pandemic provide critical insight needed to prepare for future crises affecting access to healthcare. As telehealth services advance, independent clinicians may require additional support to ensure they are capable of meeting patient needs through virtual care modalities. Furthermore, any effort to increase telehealth support for clinicians should be accompanied by initiatives to address barriers to telehealth for rural, underserved communities.
Leave a Comment
Jack Westfall
jwestfall@aafp.org 11/20/2021

Thanks for your terrific work on this research. Hope we can connect.

Diane Harper
harperdi@med.umich.edu 11/21/2021

Will you be enlarging your sample size? Good work.

Debora Goldberg
dgoldbe4@gmu.edu 11/21/2021

Very interesting findings on differences in experience based on appointment type. I would be interested to know what types of appointments received more positive experiences. Also interesting that your team found pros and cons related to removing/adding barriers to care. Great work on the Venn diagram and identifying themes by health system and independent practices - this is very important. Best, Debora

Gillian Bartlett
gillian.bartlett@health.missouri.edu 11/23/2021

This is excellent work on telehealth. I hope you will do a deeper dive into some of your results including "replacing physical barriers with technological barriers" - such important work.

Andy Pasternak
avpiv711@sbcglobal.net 11/28/2021

Great to see all the TH research this year. It's going to be interesting to see how this all pans out

Social Media

Address

NAPCRG
11400 Tomahawk Creek Parkway
Leawood, KS 66211
800.274.7928
Email: napcrgoffice@napcrg.org