Video consultations in relation to vulnerable patients told trough vignettes and personas

Background
All through the Covid-19 pandemic, the use of video in Denmark has risen substantially. Therefore, it is
prudent to look at how video consolations best can be used as a tool for general practitioner and patients
moving forward.
By introducing a new technology, a boundary is also created, and it is therefore of utmost impotence that
this does not create a new subgroup of patients, whose treatment is significantly reduced/impaired as a
result of this new technology. Here treatment is not only understood as medical care, but also as an
experience of service.
The aim is to understand how the usage of video consultations affect access or treatment for some group of
patients in general practice?
Methods
The project is currently under preparation and data collection will be initiated shortly. The plan is to
interview six general practitioners and four medical secretaries about experiences of vulnerability among
their patients in relation to video-consultation use. the interviewees will be chosen based on experiences
with video consultations. Those data will be transformed into personas and situation-based vignettes, as a
practical way of informing about the pitfalls of video-consultations, with the aim of avoid these pitfalls
henceforth.
Results
The results are expected to give further information on the ethical quandaries of video consultations and
define characteristics of vulnerability in a context of medicine and video-use. With useful action cards, it
becomes easier to identify understandings of vulnerable patients.
Conclusions.
It is vital to improve our understanding of how video consultations may work as a viable consultation form
for vulnerable patients in general practices.