A mixed methods study exploring the use of virtual consultations in general practice and community care: views of people with intellectual disabilities, their families and healthcare professionals (Preprint)

BACKGROUND Virtual consultations using video or telephone were embraced at speed in general practice and community care during the COVID-19 pandemic. People with intellectual disabilities, their families and support workers, along with healthcare professionals, had to adapt quickly to this change in provision, but little is known about how this new way of working was experienced. OBJECTIVE To explore the views and experiences of people with intellectual disabilities, their families, support workers and general practice/ community care professionals on the quality and safety of virtual consultations. METHODS This paper reports on users' experiences of virtual consultations, as part of a larger Experience-based Co-design (EBCD) study. This paper relates to the observation of video consultations in general practice/community care (n=3), semi-structured interviews with people with intellectual disabilities, their family members/support workers and general practice and community care professionals (n=34). Data were analysed using Framework Analysis. Integrated data informed the design and content of best practice guidance and resources to support virtual consultation use. RESULTS Integrated results are presented through five themes, encompassed under an overarching theme of safety and quality. The five themes highlight critical factors in planning, delivery and aftercare of virtual consultations in general practice and community services for people with intellectual disabilities in the UK: 1) Context, space & purpose; 2) Choice; 3) Familiarity, online relationships and trust; 4) Prepare and personalise; and 5) Continue connection. Participants were aware of the limitations of VC, which may impact safety, but were also aware of the distinct benefits they offer in terms of quality provision, such as timeliness to care, building and sustaining comfortable relationships and ensuring continuous connection to health teams. CONCLUSIONS Virtual consultations offer an opportunity to improve digital inclusion in healthcare for people with intellectual disabilities. However, the quality and safety of virtual consultations for this population are dependent on continuous review of patients' needs, ensuring their choices and preferences are considered when planning and providing care.