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On-Line Triage

Patient feedback on a new method of consulting with the GP; an analysis of responses by users of e-consulting software. This study explores the use of online consultation software and provides insight into patients’ experiences of using online consultations, allowing us to identify potential barriers and facilitators to use.

e-consulting software is an alternative way to consult with a GP. It allows patients to provide information about their symptoms and leave a message. The general practice then gets back to the patient, usually by telephone, and arranges appropriate treatment. We have access to feedback data from users of e-consulting software. The aim of the project is to explore patterns of use of e-consulting software and gain insight into patients’ experiences of using e-consultation, to identify potential barriers and facilitators to use. Data from patient feedback questions will be analysed descriptively. Free text comments on the service will be analysed qualitatively, applying thematic analysis to identify the key elements of feedback provided by patients.

Led by Helen Atherton
Research Fellow: Abi Eccles
URSS placement student: Mike Hopper
This project is funded by the URSS programme at the University of Warwick.