Unintended consequences of online consultations: a qualitative study in UK primary care

Journal article

Unintended consequences often present operational challenges that are foreseeable and partly preventable. However, these challenges must be recognised and solutions resourced sufficiently. Not everyone may benefit and local decisions will need to be made about trade-offs. Process changes tailored to local circumstances are critical to making effective use of online consultation tools. Unintended consequences also present clinical challenges that result from asynchronous communication. Online consultation tools favour simple, well-formulated information exchange that leads to diffuse relationships and a more transactional style of medicine.

Authors: Turner, A; Morris, R; Rakhra, D; Stevenson, F; McDonagh, L

• Publication status: Published
• Peer review status: Peer reviewed
• Publisher: Royal College of General Practitioners
• Journal: British Journal of General Practice
• Volume: 72
• Issue: 715
• Pages: e128-e137
• Publication date: 2021-10-20
• DOI: 10.3399/bjgp.2021.0426
• EISSN: 1478-5242
• ISSN: 0960-1643
• Language: English
• Keywords: Unintended consequences; Qualitative research; Primary care; Information exchange; Process (computing); Transactional leadership; Qualitative property; Asynchronous communication