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Atherton H, Brant H, Ziebland S, et al. The potential of alternatives to face-to-face consultation in general practice, and the impact on different patient groups: a mixed-methods case study. Southampton (UK): NIHR Journals Library; 2018 Jun. (Health Services and Delivery Research, No. 6.20.)

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The potential of alternatives to face-to-face consultation in general practice, and the impact on different patient groups: a mixed-methods case study.

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Appendix 3Conceptual review: list of relevant articles identified in the search

Abi Tayeh R, Joseph J. Telephone contact between patients and rheumatology department in a private healthcare system. Ann Rheum Dis 2014;73:1151–2.

Andreassen HK. What does an e-mail address add? – Doing health and technology at home. Soc Sci Med 2011;72:521–8. https://doi.org/10.1016/j.socscimed.2010.11.026

Armfield NR, Edirippulige SK, Bradford N, Smith AC. Telemedicine – is the cart being put before the horse? Med J Aust 2014;200:530–3.

Atherton H. Use of email for consulting with patients in general practice. Br J Gen Pract 2013;63:118–19. https://doi.org/10.3399/bjgp13X664072

Atherton H, Pappas Y, Heneghan C, Murray E. Experiences of using email for general practice consultations: a qualitative study. Br J Gen Pract 2013;63:e760–7. https://doi.org/10.3399/bjgp13X674440

Atherton H, Sawmynaden P, Sheikh A, Majeed A, Car J. Email for clinical communication between patients/caregivers and healthcare professionals. Cochrane Database Syst Rev 2012;11:CD007978.

Avey JP, Hobbs RL. Dial in: fostering the use of telebehavioral health services in frontier Alaska. Psychol Serv 2013;10:289–97. https://doi.org/10.1037/a0028231

Banbury A, Roots A, Nancarrow S. Rapid review of applications of e-health and remote monitoring for rural residents. Aust J Rural Health 2014;22:211–22. https://doi.org/10.1111/ajr.12127

Bishop TF, Press MJ, Mendelsohn JL, Casalino LP. Electronic communication improves access, but barriers to its widespread adoption remain. Health Aff (Milwood) 2013;32:1361–7.

Boman K, Olofsson M, Berggren P, Sengupta PP, Narula J. Robot-assisted remote echocardiographic examination and teleconsultation: a randomized comparison of time to diagnosis with standard of care referral approach. JACC Cardiovasc Imaging 2014;7:799-803.

Breen LA, Kariyawasam D, McGowan BM, Powrie JK, Carroll PV. Nurse-led Telephone Consultation Offers Patients With Graves Disease a Satisfying Means of Follow-Up Care. Endocrine Society, 94th Annual Meeting and Exposition, abstract no. 26459, Houston, TX, 23–26 June 2012.

Brewster L, Mountain G, Wessels B, Kelly C, Hawley M. Factors affecting front line staff acceptance of telehealth technologies: a mixed-method systematic review. J Adv Nurs 2014;70:21–33. https://doi.org/10.1111/jan.12196

Brockes C, Frei A, Schmidt-Weitmann S, Zimmerli L, Battegay E, Lennart Neumann C, et al. Medical online consultation regarding hypertension. J Hypertonie 2013;17:7–10.

Burgess M, Andiappan M, Chalder T. Cognitive behaviour therapy for chronic fatigue syndrome in adults: face-to-face versus telephone treatment: a randomized controlled trial. Behav Cogn Psychother 2012;40:175–91.

Burke P, O’Brien T, Korn S. Attitudes and experiences of telehealth video consultations among dermatologists in Victoria. Australas J Dermatol 2013;54:6–7.

Burns CL, Ward EC, Hill AJ, Malcolm K, Bassett L, Kenny LM, Greenup P. A pilot trial of a speech pathology telehealth service for head and neck cancer patients. J Telemed Telecare 2012;18:443–6. https://doi.org/10.1258/jtt.2012.GTH104

Campbell JL, Fletcher E, Britten N, Green C, Holt TA, Lattimer V, et al. Telephone triage for management of same-day consultation requests in general practice (the ESTEEM trial): a cluster-randomised controlled trial and cost-consequence analysis. Lancet 2014;384:1859–68.

Campbell-Richards D, Morris J, Sudra R, Vijayaraghavan S, O’Shea T, Greenhalgh T, et al. Online outpatient consultations: the patient perspective. Diabet Med 2014;31:165.

Castro LA, Favela J, Garcia-Pena C. Effects of communication media choice on the quality and efficacy of emergency calls assisted by a mobile nursing protocol tool. Comput Inform Nurs 2014;32:550–8.

Chen CH, Young TH, Huang CH, Chang HH, Chen CL, Chien HF, et al. Patient-centered wound teleconsultation for cutaneous wounds: a feasibility study. Ann Plast Surg 2014;72:220–4. https://doi.org/10.1097/SAP.0000000000000031

Chi NC, Demiris G. A systematic review of telehealth tools and interventions to support family caregivers. J Telemed Telecare 2015;21:37–44. https://doi.org/10.1177/1357633X14562734

Choi H, Kim J. Effectiveness of telemedicine: videoconferencing for low-income elderly with hypertension. Telemed J E Health 2014;20:1156–64. https://doi.org/10.1089/tmj.2014.0031

Chu VH, Sexton DJ. Editorial commentary: telephone consultation for Staphylococcus aureus bacteremia: opening Pandora’s box. Clin Infect Dis 2013;56:536–8.

Churcher J. On: skype and privacy. Int J Psychoanal 2012;93:1035–7. https://doi.org/10.1111/j.1745-8315.2012.00610.x

Cohn A. The benefits of encouraging patients to email their doctor: a review of individual practice. Arch Dis Child Educ Pract Ed 2014;99:152–6. https://doi.org/10.1136/archdischild-2013-305856

Consumer Reports. The Doctor Will E-Mail You Now: Five Reasons Patient Portals Can Lead to Better Health. 2014. URL: www.consumerreports.org/cro/magazine/2014/01/the-doctor-will-email-you-now/index.htm (accessed 8 February 2017).

Crotty BH, Tamrat Y, Mostaghimi A, Safran C, Landon BE. Patient-to-physician messaging: volume nearly tripled as more patients joined system, but per capita rate plateaued. Health Aff (Milwood) 2014;33:1817–22. https://doi.org/10.1377/hlthaff.2013.1145

Crotty BH, Mostaghimi A, Landon BE. Teaching electronic patient-doctor communication using a patient web portal. J Gen Intern Med 2013;28:S480.

Daniel SJ, Wu L, Kumar S. Teledentistry: a systematic review of clinical outcomes, utilization and costs. J Dent Hyg 2013;87:345–52.

de Jong CC, Ros WJ, Schrijvers G. The effects on health behavior and health outcomes of Internet-based asynchronous communication between health providers and patients with a chronic condition: a systematic review. J Med Internet Res 2014;16:e19.

DE Weger E, Macinnes D, Enser J, Francis SJ, Jones FW. Implementing video conferencing in mental health practice. J Psychiatr Ment Health Nurs 2013;20:448–54. https://doi.org/10.1111/j.1365-2850.2012.01947.x

Dickinson R, Hall S, Sinclair JE, Bond C, Murchie P. Using technology to deliver cancer follow-up: a systematic review. BMC Cancer 2014;14:311. https://doi.org/10.1186/1471-2407-14-311

Do Campo J, Hannan T, Pava C. ‘Skype me doc’ (telehealth consultations). Intern Med J 2013;43:40.

dos Santos MT, Moura SC, Gomes LM, Lima AH, Moreira RS, Silva CD, Guimarães EM. Telehealth application on the rehabilitation of children and adolescents. Rev Paul Pediatr 2014;32:136–43.

Dudas RA, Crocetti M. Pediatric caregiver attitudes toward email communication: survey in an urban primary care setting. J Med Internet Res 2013;15:e228. https://doi.org/10.2196/jmir.2738

Engle X, Aird J, Tho L, Bintcliffe F, Monsell F, Gollogly J, Noor S. Combining continuing education with expert consultation via telemedicine in Cambodia. Trop Doct 2014;44:62–8. https://doi.org/10.1177/0049475513515654

Facchiano L, Snyder CH. Challenges surrounding provider/client electronic-mail communication. J Nurse Pract 2011;7:309–15.

Fatehi F, Martin-Khan M, Smith AC, Russell AW, Gray LC. Patient satisfaction with video teleconsultation in a virtual diabetes outreach clinic. Diabetes Technol Ther 2015;17:43–8.

Foster J, Jessopp L, Dale J. Concerns and confidence of general practitioners in providing telephone consultations. Br J Gen Pract 1999;49:111–13.

Frade S, Rodrigues H. Benefits, challenges and impact of teleconsultation – a literature review. Stud Health Technol Inform 2013;192:1157.

Freeman KA, Duke DC, Harris MA. Behavioral health care for adolescents with poorly controlled diabetes via Skype: does working alliance remain intact? J Diabetes Sci Technol 2013;7:727–35.

Garrett CC, Hocking J, Chen MY, Fairley CK, Kirkman M. Online sexual health consultations: examining young people’s privacy and security concerns. Eur J Contracept Reprod Health Care 2013;18:S111.

Goodyear-Smith F, Wearn A, Everts H, Huggard P, Halliwell J. Pandora’s electronic box: GPs reflect upon email communication with their patients. Inform Prim Care 2005;13:195–202.

Greenhalgh T, Swinglehurst D, Stones R. Rethinking resistance to big IT: a sociological study of why and when healthcare staff do not use nationally mandated information and communication technologies. Health Serv Deliv Res 2014;2(39).

Grustam AS, Severens JL, Van Nijnatten J, Koymans R, Vrijhoef HJM. Cost-effectiveness of telehealth interventions for chronic heart failure patients: a literature review. Int J Technol Assess Health Care 2014;30:59–68.

Gupta SG. Tips for telephone and electronic medical consultation. Indian J Pediatr 2013;80:944–8. https://doi.org/10.1007/s12098-013-1191-8

Hakimnia R, Holmstrom IK, Carlsson M, Hoglund AT. Exploring the communication between telenurse and caller-a critical discourse analysis. Int J Qual Stud Health Well-being 2014;9:24255.

Haluza D, Jungwirth D. ICT and the future of health care: aspects of doctor-patient communication. Int J Technol Assess Health Care 2014;30:298–305. https://doi.org/10.1017/S0266462314000294

Hanna L, Fairhurst K. Using information and communication technologies to consult with patients in Victorian primary care: the views of general practitioners. Aust J Prim Health 2013;19:166–70. https://doi.org/10.1071/PY11153

Hanna L, May C, Fairhurst K. The place of information and communication technology-mediated consultations in primary care: GPs’ perspectives. Fam Pract 2012;29:361–6. https://doi.org/10.1093/fampra/cmr087

Hansen CS, Christensen KL, Ertmann R. Patients and general practitioners have different approaches to e-mail consultations. Dan Med J 2014;61:A4863.

Harris MA, Hood KK, Mulvaney SA. Pumpers, skypers, surfers and texters: technology to improve the management of diabetes in teenagers. Diabetes Obes Metab 2012;14:967–72. https://doi.org/10.1111/j.1463-1326.2012.01599.x

Harrison S, Stadler M, Ismail K, Amiel S, Herrmann-Werner A. Are patients with diabetes mellitus satisfied with technologies used to assist with diabetes management and coping?: a structured review. Diabetes Technol Ther 2014;16:771–83.

Hasselberg M, Beer N, Blom L, Wallis LA, Laflamme L. Image-based medical expert teleconsultation in acute care of injuries. A systematic review of effects on information accuracy, diagnostic validity, clinical outcome, and user satisfaction. PLOS ONE 2014;9:e98539.

Haun JN, Lind JD, Shimada SL, Martin TL, Gosline RM, Antinori N, et al. Evaluating user experiences of the secure messaging tool on the Veterans Affairs’ patient portal system. J Med Internet Res 2014;16:e75. https://doi.org/10.2196/jmir.2976

Hendy J, Fulop N, Reeves BC, Hutchings A, Collin S. Implementing the NHS information technology programme: qualitative study of progress in acute trusts. BMJ 2007;334:1360.

Hendy J, Reeves BC, Fulop N, Hutchings A, Masseria C. Challenges to implementing the national programme for information technology (NPfIT): a qualitative study. BMJ 2005;331:331–6.

Himle MB, Freitag M, Walther M, Franklin SA, Ely L, Woods DW. A randomized pilot trial comparing videoconference versus face-to-face delivery of behavior therapy for childhood tic disorders. Behav Res Ther 2012;50:565–70.

Hofstede J, de Bie J, van Wijngaarden B, Heijmans M. Knowledge, use and attitude toward eHealth among patients with chronic lung diseases. Int J Med Inform 2014;83:967–74. https://doi.org/10.1016/j.ijmedinf.2014.08.011

Holt T, Fletcher E, Warren F, Richards S, Salisbury C, Calitri R, et al. Telephone triage systems in UK general practice: analysis of consultation duration during the index day in a pragmatic randomised controlled trial. Br J Gen Pract 2016;66:e214–8.

Houston TK, Sands DZ, Jenckes MW, Ford DE. Experiences of patients who were early adopters of electronic communication with their physician: satisfaction, benefits, and concerns. Am J Manag Care 2004;10:601–8.

Huibers L, Koetsenruijter J, Grol R, Giesen P, Wensing M. Follow-up after telephone consultations at out-of-hours primary care. J Am Board Fam Med 2013;26:373–9. https://doi.org/10.3122/jabfm.2013.04.120185

Ireland S, Kent B. Telephone pre-operative assessment for adults: a comprehensive systematic review. JBI Libr Syst Rev 2012;10:1452–503.

Jiwa M, Meng X. Video consultation use by Australian general practitioners: video vignette study. J Med Internet Res 2013;15:e117. https://doi.org/10.2196/jmir.2638

Joffe E, Turley JP, Hwang KO, Johnson TR, Johnson CW, Bernstam EV. Errors in after-hours phone consultations: a simulation study. BMJ Qual Saf 2014;23:398–405. https://doi.org/10.1136/bmjqs-2013-002243

Johansson AM, Lindberg I, Söderberg S. The views of health-care personnel about video consultation prior to implementation in primary health care in rural areas. Prim Health Care Res Dev 2014;15:170–9. https://doi.org/10.1017/S1463423613000030

Johansson AM, Lindberg I, Söderberg S. Patients’ experiences with specialist care via video consultation in primary healthcare in rural areas. Int J Telemed Appl 2014;2014:143824. https://doi.org/10.1155/2014/143824

Joseph P, Leong K, Banerjee M, Leong KS. The effectiveness of telephone consultation in patients with diabetes. Diabet Med 2014;31:173.

Keely E, Liddy C, Afkham A. Utilization, benefits, and impact of an e-consultation service across diverse specialties and primary care providers. Telemed J E Health 2013;19:733–8. https://doi.org/10.1089/tmj.2013.0007

Knapp M. Tele-video consultations: a useful adjunct for regional nephrology? Nephrology 2013;18:62.

Koivunen M, Saranto K. Nursing professionals’ experiences of the facilitators and barriers to the use of telehealth applications: – a systematic review of qualitative evidence. JBI Libr Syst Rev 2012;10:3894–906.

Labacher L, Mitchell C. Talk or text to tell? How young adults in Canada and South Africa prefer to receive STI results, counseling, and treatment updates in a wireless world. J Health Commun 2013;18:1465–76. https://doi.org/10.1080/10810730.2013.798379

Labrie N, Schulz PJ. Does argumentation matter? A systematic literature review on the role of argumentation in doctor-patient communication. Health Commun 2014;29:996–1008.

Lam R, Lin VS, Senelick WS, Tran HP, Moore AA, Koretz B. Older adult consumers’ attitudes and preferences on electronic patient-physician messaging. Am J Manag Care 2013;19:eSP7–11.

Lee SAS, McElroy S. Telepractice is a new method for providing services to children with Autism Spectrum Disorder (ASD): this scoping review summarizes existing research and identifies research gaps. Evid Based Commun Assess Interv 2012;6:177–80.

Lemieux J, Tran A, Brienza V, Jurencak R. Telephone consultation usage in a pediatric rheumatology clinic: considerations in optimizing nursing resources. Arthritis Rheum 2013;65:S1194.

Liddy C, Maranger J, Afkham A, Keely E. Ten steps to establishing an e-consultation service to improve access to specialist care. Telemed J E Health 2013;19:982–90. https://doi.org/10.1089/tmj.2013.0056

Little P, White P, Kelly J, Everitt H, Gashi S, Bikker A, Mercer S. Verbal and non-verbal behaviour and patient perception of communication in primary care: an observational study. Br J Gen Pract 2015;65:e357–65. https://doi.org/10.3399/bjgp15X685249

Little P, White P, Kelly J, Everitt H, Mercer S. Randomised controlled trial of a brief intervention targeting predominantly non-verbal communication in general practice consultations. Br J Gen Pract 2015;65:e351–e6. http://dx.doi.org/10.3399/bjgp15X685237

Lundvoll Nilsen L, Andreassen HK. Videoconferencing in acute and non-acute medical work. Stud Health Technol Inform 2013;190:36–8.

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Majeed A. Data from one GP to inform the debate whether patients should be able to email their general practitioner. BMJ 2014;349:g5766. https://doi.org/10.1136/bmj.g5766

Marconi GP, Chang T, Pham PK, Grajower DN, Nager AL. Traditional nurse triage vs physician telepresence in a pediatric ED. Am J Emerg Med 2014;32:325–9. https://doi.org/10.1016/j.ajem.2013.12.032

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McKinstry B, Hammersley V, Burton C, Pinnock H, Elton R, Dowell J, et al. The quality, safety and content of telephone and face-to-face consultations: a comparative study. Qual Saf Health Care 2010;19:298–303. https://doi.org/10.1136/qshc.2008.027763

Meher SK, Biswas A, Ratha BK. Legal issues among doctors in the implementation of teleconsultation: a study at AIIMS, New Delhi, India. Stud Health Technol Inform 2013;192:1107.

Mehrotra A, Paone S, Martich GD, Albert SM, Shevchik GJ. A comparison of care at e-visits and physician office visits for sinusitis and urinary tract infection. JAMA Intern Med 2013;173:72–4. https://doi.org/10.1001/2013.jamainternmed.305

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Muscarella M, Kranenburg-van Koppen L, Grijpink-van den Biggelaar K, Drop SL. Global application of disorders of sex development-related electronic resources: e-learning, e-consultation and e-information sharing. Endocr Dev 2014;27:268–83.

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Neergaard MA, Warfvinge JE, Jespersen TW, Olesen F, Ejskjaer N, Jensen AB. The impact of ‘modern telecommunication’ in palliative care – the views of the professionals. Telemed J E Health 2014;20:24–31. https://doi.org/10.1089/tmj.2013.0047

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Ortega Egea JM, González MV, Menéndez MR. eHealth usage patterns of European general practitioners: a five-year (2002-2007) comparative study. Int J Med Inform 2010;79:539–53. https://doi.org/10.1016/j.ijmedinf.2010.05.003

Patel PB, Vinson DR. Physician email and telephone follow-up after emergency department visit improves patient satisfaction: a cross-over trial. Ann Emerg Med 2011;1:S252.

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Rezende EJ, Tavares EC, Alves HJ, dos Santos Ade F, de Melo Mdo C. Teleconsultations in public primary care units of the city of belo horizonte, Brazil: profile of patients and physicians. Telemed J E Health 2013;19:613–18. https://doi.org/10.1089/tmj.2012.0179

Rojjanasrirat W, Nelson EL, Wambach KA. A pilot study of home-based videoconferencing for breastfeeding support. J Hum Lact 2012;28:464–7. https://doi.org/10.1177/0890334412449071

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Sabesan S, Kelly J, Evans R, Larkins S. A tele-oncology model replacing face-to-face specialist cancer care: perspectives of patients in North Queensland. J Telemed Telecare 2014;20:207–11.

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Schickedanz A, Huang D, Lopez A, Cheung E, Lyles CR, Bodenheimer T, Sarkar U. Access, interest, and attitudes toward electronic communication for health care among patients in the medical safety net. J Gen Intern Med 2013;28:914–20. https://doi.org/10.1007/s11606-012-2329-5

Schulz TR, Richards M, Gasko H, Lohrey J, Hibbert ME, Biggs BA. Telehealth: experience of the first 120 consultations delivered from a new refugee telehealth clinic. Intern Med J 2014;44:981–5. https://doi.org/10.1111/imj.12537

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Segar J, Rogers A, Salisbury C, Thomas C. Roles and identities in transition: boundaries of work and inter-professional relationships at the interface between telehealth and primary care. Health Soc Care Community 2013;21:606–13. https://doi.org/10.1111/hsc.12047

Seguranyes G, Costa D, Fuentelsaz-Gallego C, Beneit JV, Carabantes D, Gomez-Moreno C, et al. Efficacy of a videoconferencing intervention compared with standard postnatal care at primary care health centres in Catalonia. Midwifery 2014;30:764–71.

Sharwardy SN, Parveen S, Sarwar H, Rahman Z. An analysis of a videoconference-based teleconsultation system in Bangladesh. J Telemed Telecare 2012;18:303–4. https://doi.org/10.1258/jtt.2011.110004

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Stoop EM, de Wijkerslooth TR, Bossuyt PM, Stoker J, Fockens P, Kuipers EJ, et al. Face-to-face vs telephone pre-colonoscopy consultation in colorectal cancer screening; a randomised trial. Br J Cancer 2012;107:1051–8. https://doi.org/10.1038/bjc.2012.358

Tan K, Lai NM. Telemedicine for the support of parents of high-risk newborn infants. Cochrane Database Syst Rev 2012;6:CD006818. https://doi.org/10.1002/14651858.CD006818.pub2

Tan L, Hu W, Brooker R. Patient-initiated camera phone images in general practice: a qualitative study of illustrated narratives. Br J Gen Pract 2014;64:e290–4. https://doi.org/10.3399/bjgp14X679723

Thompson-Coon J, Abdul-Rahman AK, Whear R, Bethel A, Vaidya B, Gericke CA, et al. Telephone consultations in place of face-to-face out-patient consultations for patients discharged from hospital following surgery: a systematic review. BMC Health Serv Res 2013;13:128.

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Copyright © Queen’s Printer and Controller of HMSO 2018. This work was produced by Atherton et al. under the terms of a commissioning contract issued by the Secretary of State for Health and Social Care. This issue may be freely reproduced for the purposes of private research and study and extracts (or indeed, the full report) may be included in professional journals provided that suitable acknowledgement is made and the reproduction is not associated with any form of advertising. Applications for commercial reproduction should be addressed to: NIHR Journals Library, National Institute for Health Research, Evaluation, Trials and Studies Coordinating Centre, Alpha House, University of Southampton Science Park, Southampton SO16 7NS, UK.
Bookshelf ID: NBK507080

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