Nurses' experience of using video consultation in a digital care setting and its impact on their workflow and communication

PLoS One. 2022 May 12;17(5):e0264876. doi: 10.1371/journal.pone.0264876. eCollection 2022.

Abstract

Sweden as many other countries uses video consultation to increase patients' access to primary healthcare services particularly during the COVID-19 pandemic. Working in digital care settings and using new technologies, in this case video consultations, require learning new skills and adoption to new workflow. The aim of this study is to explore nurses' experience of using video consultation in a digital care setting and its impact on their workflow and communication. Fifteen semi-structured interviews were carried out with registered nurses recruited from a private digital healthcare provider. Interviews were recorded, transcribed, and analysed using an abductive approach. Nurses' workflow was modeled, and several categories and subcategories were identified: nurses' workflow (efficiency, flexibility, and information accessibility); communication (interaction with patients and interprofessional communication); user experience (change and development of the platform, challenges, and combining digital and physical care). Even though providing online care has its limitations, the nurses were positive towards using video consultations.

Publication types

  • Research Support, Non-U.S. Gov't

MeSH terms

  • COVID-19* / epidemiology
  • Communication
  • Humans
  • Nurses*
  • Pandemics
  • Qualitative Research
  • Telemedicine*
  • Workflow

Grants and funding

The Health Informatics Center at Karolinska Institute has been supporting the project. The funding has not affected the design of the study, data collection, analysis, decision to publish, or preparation of the manuscript.