Table 2 Quotations from Patients and PCPs using Hybrid Medicine, which contributed to themes for attribute and level development
No. | Sign | Attribute | Description | Identified Levels | Quotations from the Patient groups | Quotations from the PCP groups |
|---|---|---|---|---|---|---|
1 | A | Time until appointment | Typical waiting time until the appointment with a non-acute problem | 1 day/ 2 days | “Why leave the house if you can get the same service and save the time spent waiting for the appointment?” (1) “I had a case with my daughter .... there was no appointment available, everything was booked several days ahead. Then I made a digital appointment for the same day. There were two available appointments: one in the afternoon and one in the evening. So, I made a digital appointment [video] for 7 pm that same day”. (1) | “There’s no doubt that this allows patients to see the doctor faster.” (1) |
2 | A | Queuing time before consultation | Typical queueing time before consultation | 5 min/ 30 min | ‘Usually [the consideration] is the queuing time. When I make an in-clinic appointment, I feel like I’m waiting for the PCP, [but when I make a virtual appointment, it’s as if] the PCP is waiting for me” (2). Queuing time before consultation played a very significant role here.” (1) | |
3 | A | The severity of the problem | Perceived severity of the patient’s non-urgent medical problem | Big problem/ Small problem | “If it’s all sorts of small things, let’s say related to the skin - skin diseases, some kind of fungal infection, I prefer to see my PCP digitally. [But], if I had a concern about skin cancer, I might have gone to the PCP to see him [frontally]” (1) “If I don’t need anything serious, then why should I waste my time going to the PCP [physically]?” (2) | “If there is a small problem, patients [tend] to prefer a phone visit…and prefer a video [call] if it’s more of a big problem.” (3) |
4 | A-B | Risk of infection | The degree of danger of being infected (not necessarily by COVID-19) | Severe risk/ Mild risk | “…And the [idea of the risk of] infection, which hangs over the clinics nowadays. It’s impossible to know what you might catch – that’s definitely one of the considerations.” (1) Whenever I come to the clinic, there are lots of people there - coughing, sneezing. Why do I need to get infected?”(3) | “Now with COVID-19…I’m from an area that’s highly infected, so people try not to come if they can. So, I think [telemedicine] is a good tool.”(4) |
5 | B | Arrival time | Time needed to arrive to the clinic and find parking | Long time/ Short Time | “No need to waste my time - either on the road or in line. I come in[to the room] a minute before [the video/phone call], [it’s] very convenient.” (1)“If I go to see the PCP [physically], it takes a few hours… but, if I see the PCP via a video call, it only takes as long as the conversation itself.” (2) | “The patient’s time is also of value in my opinion - no less than ours, There’s no doubt that for every minute we invest, they save half an hour of driving to the clinic and finding parking.” (1) |
6 | B | Relationship with PCP | The previous history, depth, and significance of the patient-PCP relationship | Deep/ Superficial | “Of course, if I know the PCP already, it’s much easier to trust him from a distance.” (2) If it’s a doctor I already know - he knows me, I know him - so…you know, we already have ‘a common language’. Then, maybe it’s easier for me…that’s why I’ve already had a few video visits.” (3) | “For patients I know and have treated before – [meaning],I know his background, his diseases…[I feel comfortable] giving him digital service - either via video or online form.”(2) |
7 | B | Flexibility of hour in the schedule | Flexible / Non-flexible | “Physical meetings with a PCP, from my personal experience, were always pushed into my schedule - either very early in the morning or late in the afternoon. Hours like ten o’clock, one o’clock or three o’clock, are just not realistic times for me, as someone who works full time. Digitally, [the appointment] can be anytime.” (2) If I need something not during his reception hours, I’ll call him, I’ll ask him, I’ll send him a WhatsApp message and ask if he can talk to me. Then, I’ll say okay…the call is recorded…it’s official.” (3) | ||
8 | C | Patient type | The patient is in need of medical advice | Adult/ Child | “If it’s for me, I’ll do it digitally; but if it’s for my child, I will come to the clinic.” (3) |