“A disembodied voice over the telephone”: A qualitative study of healthcare practitioners’ experiences in geriatric medicine

Objectives: This study explored the experience of delivering care remotely among practitioners in a UK geriatric medicine clinic. Methods Nine semi-structured interviews were conducted with consultants (n = 5), nurses (n = 2), a speech and language and an occupational therapist, and thematically analysed. Results Three themes developed; Rapport Building; Setting and Context; Patient-Professional relationships. Discussion Participants felt that rapport and trust had been more feasible to develop remotely than they had anticipated, although this was more challenging for new patients and those with cognitive or sensory impairments. While practitioners identified advantages of remote consultations, including involving relatives, saving time, and reducing anxiety, they also experienced disadvantages such as consultations feeling like a ‘production line’, missing visual cues and reduced privacy. Some participants felt their professional identity was threatened by the lack of face-to-face contact, linked to feeling that remote consultations are not suitable for frail older adults or those with cognitive deficits.