Morillon Gabin F, Guillon Marlène, Laberge Maude, Sowanou Alphonse, Poder Thomas G
Université de Montpellier, Montpellier Recherche en Economie, Avenue Raymond Dugrand, 34960 Cedex 2, Montpellier, France.
Fondation pour les Etudes et Recherches sur le Développement International (FERDI), 63 Boulevard François-Mitterrand, CS 50320, 63009, Clermont-Ferrand, France.
BMC Prim Care. 2025 Aug 20;26(1):259. doi: 10.1186/s12875-025-02931-w.
Synchronous teleconsultations using video or phone have become an increasingly popular method for delivering healthcare, especially in primary care. This modality enhances access to care, particularly for individuals in remote or underserved areas, and was especially significant during disruptions like the COVID-19 pandemic. Despite these benefits, patient perspectives on teleconsultations with general practitioners (GPs) remain underexplored. Factors such as consultation type, convenience, and technology influence patient satisfaction and acceptance, but concerns persist about the effectiveness of remote consultations for complex cases. This systematic review explores patients' use, attitudes, experiences, satisfaction, and preferences regarding synchronous teleconsultations with GPs, aiming to identify factors influencing the choice of teleconsultation over face-to-face consultations.
The review included 46 studies published until March 2023, sourced from PubMed, Web of Science, EBSCO, and Cochrane Library, following PRISMA guidelines. Quantitative, qualitative, and mixed-method studies were analyzed, representing diverse contexts.
Findings reveal that patient satisfaction with teleconsultation is influenced by consultation purpose, convenience, technological capabilities, and continuity of care. Video consultations are preferred over phone consultations, particularly for follow-ups and routine issues. Teleconsultation is seen as less effective for complex consultations requiring physical exams. Patient characteristics, including age, socioeconomic status, and technology familiarity, impact acceptance. Privacy concerns, data security, and diagnostic accuracy remain significant barriers. Continuity of care is better maintained when teleconsultation involves established patient-GP relationships.
The review emphasizes the need for hybrid care models and policies aligned with patient preferences, focusing on accessibility, technology, and privacy safeguards. Future research should address barriers for vulnerable populations and equitable access.
使用视频或电话进行同步远程会诊已成为提供医疗服务越来越受欢迎的方式，尤其是在初级医疗保健领域。这种方式增加了获得医疗服务的机会，特别是对于偏远或服务不足地区的个人，在诸如新冠疫情等干扰期间尤为重要。尽管有这些好处，但患者对与全科医生（GP）进行远程会诊的看法仍未得到充分探索。会诊类型、便利性和技术等因素会影响患者的满意度和接受度，但对于复杂病例的远程会诊效果仍存在担忧。本系统评价探讨了患者在与全科医生进行同步远程会诊方面的使用情况、态度、体验、满意度和偏好，旨在确定影响选择远程会诊而非面对面会诊的因素。
该评价纳入了截至2023年3月发表的46项研究，这些研究来自PubMed、科学网、EBSCO和Cochrane图书馆，遵循PRISMA指南。对定量、定性和混合方法研究进行了分析，代表了不同的背景。
研究结果表明，患者对远程会诊的满意度受会诊目的、便利性、技术能力和医疗连续性的影响。视频会诊比电话会诊更受青睐，特别是对于随访和常规问题。对于需要体格检查的复杂会诊，远程会诊被认为效果较差。患者特征，包括年龄、社会经济地位和技术熟悉程度，会影响接受度。隐私担忧、数据安全和诊断准确性仍然是重大障碍。当远程会诊涉及已建立的患者与全科医生关系时，医疗连续性能得到更好的维持。
该评价强调需要建立与患者偏好相一致的混合护理模式和政策，重点关注可及性、技术和隐私保护。未来的研究应解决弱势群体面临的障碍和公平获得医疗服务的问题。
