RT Journal Article
SR Electronic
T1 Guidance on the introduction and use of video consultations during COVID-19: important lessons from qualitative research
JF BMJ Leader
JO BMJ Leader
FD BMJ Publishing Group Ltd
SP 120
OP 123
DO 10.1136/leader-2020-000262
VO 4
IS 3
A1 Joseph Wherton
A1 Sara Shaw
A1 Chrysanthi Papoutsi
A1 Lucas Seuren
A1 Trisha Greenhalgh
YR 2020
UL http://bmjleader.bmj.com/content/4/3/120.abstract
AB Background Following several years of qualitative research, we have developed evidence-based guidance on setting up and conducting remote video consultations. Drawing on emerging evidence, we have also adapted the guidance to ensure accessibility and relevance for those using video calling during and beyond the COVID-19 pandemic.Findings This article describes the research underpinning this guidance material, with a focus on three key areas: (1) IT infrastructure, (2) organisational routines and workflows, and (3) interactional work of a video consultation. Our research highlights that such change is not merely about installing and using new technology. It involves introducing and sustaining major changes to a complex system with multiple interacting components.Conclusion If remote video consultations are to be adopted at scale, implementation will need to follow a socio-technical approach, continually adjusting the technology and work processes to become better aligned.