From ‘A Rapid and Necessary Revolution’ to ‘Telemedicine Killed the PE Teacher’: Changing Representations of Remote GP Consultations in UK Media During the COVID-19 Pandemic

The abrupt shift from face-to-face general practitioner (GP) consultations to remote ones was one of the most radical changes to the UK National Health Service (NHS) since it was set up in 1948. Overnight, people were blocked from turning up at their GP’s surgery and instead offered telephone, video or email contacts. This chapter considers how the lay press interpreted and conveyed this shift. We systematically collected UK newspaper stories about remote general practice from early 2020, mid 2020 and late 2021, and analysed these for their narrative content and form. The three time periods represented three distinct ‘eras’. Early in the pandemic, newspapers depicted remote consultations positively as an essential component of the country’s war against the virus (‘technology as superhero’). By summer 2020, the incidence of COVID-19 had fallen to a low level, lockdown had ended and many aspects of life were returning to normal. But the Secretary of State for Health (a technology enthusiast) had declared that virtual consultations should continue in order to make the NHS more efficient and modern. The mainstream media made much of this misalignment through funny and tragic stories of remote consultations which were clearly inappropriate or unsafe (‘technology as farce’). In 2021, the pandemic grumbled on and a backlog of unmet needs began to surface. The NHS was busier than ever; staff were exhausted; secondary care sought to redistribute work to primary care; and many key posts were unfilled because of early retirement, long-term staff illness and Brexit. In this context—a system under extreme stress—GPs used remote triage as a tool to control their workload. The media responded aggressively, running front-page campaigns to demand a better service from ‘lazy’ GPs who were depicted as being on the golf course while making occasional calls to sick patients on their smartphones. In this period, the focus of media stories was on the perceived lack of traditional face-to-face appointments and patients who had been ‘fobbed off’ with telephone calls (‘technology as cop-out’). Over the course of 2 years, media narratives on technology-mediated consultations thus shifted from hopeful (reproducing a discourse of modernity and efficiency) to nostalgic (demanding a return to a golden era when patients could be seen ‘properly’). We discuss the implications of these depictions for the future of remote (and face-to-face) consultations.