Distance and connection: Understanding the complex dynamics of telephone consultations for patients with chronic illness

Abstract

Introduction and objective: This study explores the experiences of chronically ill patients with telephone consultations, a digital communication form that has gained prominence in healthcare, especially during the Covid-19 pandemic. The objective of this study was to understand how telephone consultations impact the relationship between patients and healthcare professionals along with their impact on patients' everyday lives.
Methods: The study employs a qualitative, hermeneutic-phenomenological approach inspired by Ricoeur’s theory of narrative and interpretation. In-depth interviews were conducted with 12 patients from various outpatient clinics in the Midwestern part of Jutland, Denmark. The interviews were analyzed using a three-level process: naïve reading, structural analysis, and comprehensive understanding.
Results: Three main themes emerged: Feeling restrained while time is saved, Feeling the importance of relationships while consultations are result-oriented, and Feeling distanced while keeping up appearances. They appreciated the convenience and time-saving advantages but felt restrained by the need to be constantly available for calls. The lack of visual contact contributed to a sense of distance, and some patients felt consultations were overly focused on results rather than addressing holistic needs. The findings highlight the complex dynamics of telephone consultations. While they offer significant advantages, such as increased accessibility and convenience, they also present challenges, including the lack of visual cues and the potential for depersonalization.
Conclusions: Telephone consultations are a valuable tool in healthcare. However, strategies are needed to address their challenges to ensure person-centered care. Implications: The study underscores the importance of clear communication, scheduling, and fostering strong patient-healthcare professional relationships to enhance the effectiveness of telephone consultations.

Keywords

Telephone consultations / Digital communication / Interviews / Patient experiences / Hermeneutic-phenomenology

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