Episode 157: The shift to online consultations – what is the patient perspective?

In this episode, we talk to Dr Susan Moschogianis, a Research Associate based at the Health Services Research and Primary Care team at the University of Manchester.
Title of paper: Patient experiences of an online consultation system: qualitative study in primary care post-COVID-19

Available at:

Online consultation systems (OCSs) have been rolled out rapidly, but little is known about patients’ experiences using them. We undertook the largest ever reported qualitative study of patient experiences using an OCS. Our findings provide insight into why some patients prefer in-person consultations, and why others prefer to use OCSs. Patients’ experiences of using OCSs can be influenced by how they are designed, how GP practices use them, and characteristics of the patient and request they use them for.

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