Remote care for chronic pain: A qualitative evaluation with managers, practitioners and patients

The Covid-19 pandemic obliged many healthcare providers to transition rapidly to a remote-only model of care. Concerns have been expressed about patient access to remote services, their appropriateness for sensitive consultations and physical examinations. Pre-pandemic research into telemedicine showed evidence of its effectiveness but patient, staff and service user perspectives on remote care approaches remain unclear. This study explored the experiences and perceptions of care among patients, practitioners and managers in a single UK chronic pain organisation whose services were delivered remotely (telephone and online) during the pandemic. Nineteen participants (7 patients, 7 practitioners, 5 managers) took part in in-depth qualitative interviews, conducted via telephone or online. Transcripts were analysed thematically. Five service provider and four service user themes were generated. Service provider themes comprised “The change process,” “Accessibility and efficiency,” “Effective when remote: Contact, support and education,” “Concerns about communication, connection and disembodied work,” and “Supporting and sustaining the team.” Patients’ themes comprised “Preferences, expectations and acceptance of remote care,” “Convenience and accessibility,” “Sense of support” and “Delivery modality matters.” The study provides evidence from the qualitative evaluation of a single remote only service of its benefits and limitations as perceived by stakeholders. Findings suggest that service providers could address limitations, and progress to a blended care package, based on for patient need and choice. Further attention could be paid to services delivered by telephone, and to staff communication skills, resources, time management and wellbeing needs.