Table 6 The six identified key service process factors and themes among clinicians and patients
Key factors | Themes | Subthemes |
|---|---|---|
Technical issues | System and organizational level Individual level | Availability Connectivity Functionality Flexibility Reliability Technical support Technological capacity |
Triage | Patients’ preference Clinical appropriateness | Patients’ ability to use technology • Demographic • Physical and cognitive impairment • Family support Clinical factors • Disease types • Stability/acuity • Need physical examination |
Logistical needs | Convenience | Save time, travel, cost |
Administrative support | Virtual workflow issues | Scheduling and registration Pre-visits preparation: technical, environmental and medical Accurate patient information |
Clinical activity | Clinicians’ lack of confidence, virtual care experiences and competency | Lack of non-verbal communication • Misunderstanding • Difficult recognizing emotion • Difficult establishing trust relationship Superiority of video • Enable virtual assessment; • Enhance confidence in diagnosis. |