| Patient–provider relationships(n = 25/31 patient transcripts)(n = 34/36 provider transcripts) |
'I wasn’t worried about my care because I knew the person that I was primarily dealing with.' (Southeast Ottawa, patient)'I don't think I would have done virtual care for my counselling visits. Some of the things that [provider’s name] and I discuss, is built on that trust. I wouldn’t have that trust with a new provider all of a sudden.' (Chatham-Kent, patient)'For me I prefer in person or video. I can see the person and it’s a much better conversation, and to share body language too.' (NorWest, patient)'For new patients, I would like having that initial appointment face to face, and then virtual. You can’t build trust and rapport very well over virtual visits, you need to be in-person for that.' (NorWest, provider) |
| Care provision(n = 14/31 patient transcripts)(n = 36/36 provider transcripts) |
' […] I wanted to discuss one thing about my daughter’s thigh and I could only describe it with my words […], so I sent a picture, but it wasn't easier to assess it.' (Access Alliance, patient)'A virtual appointment with video or without does not give you the complete picture that you may have in regards to having somebody in front of you. It definitely has its limitations, especially if somebody is describing something quite minimally and it’s actually quite significant.' (Southeast Ottawa, provider) |
| Maintaining privacy(n = 24/36 provider transcripts) |
'I've explained to patients the issues of privacy and confidentiality. They’ll say, “I'm at Walmart, but I don’t care. Let’s just talk now.” I found that hard because a lot of people will say, “No, no, don't call me back.”' (Chatham-Kent, provider) |
| Technical issues(n = 10/31 patient transcripts)(n = 18/36 provider transcripts) |
' […] there are times when the technology just doesn't cooperate and so we have to hop on a phone call instead, which can be really disruptive.' (Chigamik, patient)' […] I’m not a technical person, I’m stressed enough to make sure I do it right. Whereas, when you go to the office, you know you’re going to have your appointment no matter what.' (NorWest, patient)'It’s very frustrating for us because we get behind and we're spending time coaching the patient about how to use the technology. Not a good use of our time.' (London InterCommunity Health Centre, provider) |
| Aspects of care suited for virtual delivery(n = 31/31 patient transcripts)(n = 36/36 provider transcripts) |
'I do like the in-person scenario. However, there are things that come up from time to time that are easy for me to deal with by phone.' (Chigamik, patient)'Yeah, I mean [virtual appointments] are so much easier. I probably benefit more from my therapy sessions because I'm more relaxed at home and so I'm able to be more present because I didn’t have all of that stress of getting there.' (London InterCommunity Health Centre, patient)'I think that virtual care is excellent in certain ways […] I would often question why I'm bringing an 85-year-old woman out of her home in February to come talk about her blood work or her bone density test?' (Chigamik, provider)' […] personally, I prefer in person. That’s always better for counselling. You need to understand the person, the story, how they feel, how they lived through their issues, and all the clues are important that you see in person.' (Chatham-Kent, provider) |