Online and phone appointments ruining trust between doctors and patients, study reveals

Medical appointments being held remotely are damaging trust between patients and doctors, according to a new study.

Research from the University of Cambridge discovered that nine out of ten medics and 69% of patients saw online consultations as being "worse for building a trusting relationship".

But the study, which surveyed 1,340 patients and 100 clinicians, also found that over 60% found remote appointments easier, requiring no need to go the surgery with less waiting time.

In addition, many patients felt that they were "rushed through" during phone and video consultations, with practitioners following a "tick list".

Patients also believed that teleconsultations increased the risks of misdiagnoses and inaccuracies.

Many saw that those with speech, hearing or cognitive difficulties could be put at a disadvantage and given inadequate care as a result of online appointments.

Medical reactions

Lead author of the study, Melanie Sloan from the Primary Care Unit at the University of Cambridge, said: “The pandemic has had a major impact on the ability of healthcare professionals to see their patients face-to-face, and this has led to a significant increase in the number of telemedicine consultations.

“As the NHS develops a telemedicine strategy, we hope there will be a thorough assessment of the clinical and psychological risks and steps taken to mitigate those risks, as well as action to address the possibility of worsening existing health inequalities for those less likely to be able to benefit from remote consultations.”

The report comes as new data showed that 61% of appointments in September were held in person, down 19% on pre-pandemic figures.

However, the NHS has mandated in-person appointments, threatening to publish a league table, highlighting which surgeries are offering the fewest opportunities for face-to-face meetings.

As a result, the British Medical Association, a trade union which represents GPs, has said it will ballot its members on whether to take industrial action on the issue.

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