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Remote by Default 2: the “new normal”?

To inform high-quality, safe and equitable care in UK general practice in the context of policies which require phone, video or e-consultation by default.

Image of two older people talking to a doctor on their mobile phone

Who is doing the study?

The study is led from the University of Oxford, with joint Chief Investigators Trish Greenhalgh and Sara Shaw. They are working with University of Plymouth (Richard Byng), Nuffield Trust (Rebecca Rosen) and Thrive by Design, an in-house NHS consultancy with expertise in the co-design of inclusive digital transformation of health and care services (Roz Davies). Our staff include academic GPs, nurses, managers, and social scientists who specialise in the evaluation of technology in social context. We have extensive patient and lay involvement (lead: Anica Alvarez Nishio)

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What are the research questions?

  1. How can we ensure that the remote-by-default model supports high-quality, safe care to all patients (including those at risk of digital exclusion)?
  2. How can we balance a remote-by-default model with the provision of traditional face-to-face consultations where appropriate?
  3. How can we meet the wellbeing and training needs of general practice staff as remote-by-default becomes business as usual?
  4. What are the infrastructural challenges of remote-by-default and how can they be overcome?

What are the deliverables?

  1. Two years of action research with 11 GP practices to help deliver their priority goals
  2. Four digital inclusion workshops help co-design ways to combine remote and face-to-face models.
  3. Four cross-sector stakeholder events with follow-on support for policy action one how to deliver and support a more equitable, less risky remote-by-default service
  4. Strengthened infrastructure for supporting digital innovation in the NHS.

What are the methods?

  1. Build mixed-methods longitudinal case studies to support practices through action research and two digital inclusion co-design workshops.
  2. Capture the patient experience of remote-by-default consultations and ensure this perspective is incorporated in practice- and system-level efforts to improve and augment remote-by-default services.
  3. Workshops and scenario-testing: Involving policymakers, regulators, professional bodies, industry, patients/citizens, to identify ways to deliver and support a more equitable, less risky remote-by-default service.

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