Satisfaction with remote GP consultations during the COVID-19 pandemic: a population survey of UK adults

Conference:

SAPC ASM 2023 - Brighton

Talk Code:

5E.3

Presenter:

Kate Lifford

Co-authors:

Detelina Grozeva, Rebecca Cannings-John, Harriet Quinn-Scoggins, Yvonne Moriarty, Ardiana Gjini, Mark Goddard, Julie Hepburn, Jacqueline Hughes, Graham Moore, Kirstie Osborne, Michael Robling, Julia Townson, Jo Waller, Victoria Whitelock, Katriina L Whitaker, Kate Brain

Author institutions:

Cardiff University, Public Health Wales, Health and Care Research Wales Support Centre, Cancer Research UK, King’s College London, University of Surrey.

Problem

The use of remote consultations within UK general practice has become widespread since the COVID-19 pandemic. Prior to the pandemic, inequalities in usage of remote primary care consultations were identified. With increased use of remote primary care consultations it is important to understand patients’ perceptions and experiences of remote consultations and any resulting inequalities. Studies examining demographic variation in satisfaction with remote primary care consultations during the pandemic have not shown a clear pattern of results. The aim of this present study was to examine satisfaction with remote GP consultations during the pandemic and associations with key demographic characteristics.

Approach

Cross-sectional online survey data were collected from a sample of UK adults between February and March 2021, as part of a wider study. The sample included 1426 participants who reported seeking help for health problems in the previous six months. Self-reported satisfaction with remote GP consultations (seven items) and demographic data (nine items) were gathered from the survey. Principal components analysis was used to create a satisfaction scale, followed by univariable and multivariable analyses to examine associations with demographic characteristics.

Findings

Six items formed the satisfaction with remote GP consultations scale with good internal consistency (α=0.86). Mean satisfaction score was close to the scale mid-point (mean=15.4, SD=4.29, range 6-24 with higher scores indicating higher satisfaction). Education and country of residence were statistically significantly associated with satisfaction. Participants educated to degree level or above reported greater satisfaction with remote GP consultations than those with mid-level (B=-0.82, 95% CI -1.41, -0.23) and low-level or no qualifications (B=-1.65, 95% CI -2.29, -1.02). Participants living in Wales reported greater satisfaction than those living in Scotland (B=-1.94, 95% CI -3.11, -0.78).

Consequences

Further research is needed to understand the behavioural and social factors underpinning the association between education and satisfaction with remote GP consultations. However, the findings can inform both the use and adaptation of remote GP consultations. Adaptations may be needed to support those with lower levels of education in using remote consultations to improve their satisfaction. Where feasible offering face-to-face consultations may need to be considered as an alternative for this group. Addressing the variation in satisfaction between those with different educational levels is important for ensuring equitable primary care.

Submitted by:

Kate Lifford

Funding acknowledgement:

This work was supported by Economic and Social Research Council as part of UK Research and Innovation’s Rapid Response to COVID-19 grant number ES/V00591X/1.