Remote care in UK general practice: baseline data on 11 case studies

Background: Accessing and receiving care remotely (by telephone, video or online) became the default option during coronavirus disease 2019 (COVID-19) pandemic, but in-person has unique benefits in some circumstances. We are studying UK general practices as they try to balance remote care, with recurrent waves of COVID-19 various post-pandemic backlogs. Methods: Mixed-methods (mostly qualitative) case study across 11 practices. Researchers-in-residence have built relationships become familiar their contexts activities; following progress for two years via staff patient interviews, documents ethnography, supporting improvement efforts through co-design. In this paper, we report baseline data. Results: Reflecting our maximum-variety sampling strategy, vary size, setting, ethos, staffing, population demographics digital maturity, share common contextual features—notably system-level stressors such high workload shortages, UK’s technical regulatory infrastructure. identified both commonalities differences between terms how they: 1] manage ‘digital front door’ (access triage) demand capacity; 2] strive standards quality safety; 3] ensure inclusion mitigate wider inequalities; 4] support train (clinical non-clinical), students trainees; 5] select, install, pilot use technologies infrastructure which them; 6] involve patients efforts. Conclusions: General practices’ responses pandemic-induced disruptive innovation appear situated. anticipate that by focusing on depth detail, longitudinal will throw light why a solution works well one practice does not work at all another. As unfolds, explore achieve timely diagnosis urgent serious illness continuity long-term conditions complex needs.