Experiences of patients with complex needs at municipal emergency outpost satellites

In 2015, Norway introduced stricter requirements for organizing primary emergency care. These changes led to new solutions such as municipal emergency outpost satellites, providing inhabitants shorter access to care in resource-limited areas. This study explores patient experiences at emergency outpost satellites staffed by a nurse on site with a general practitioner (GP) available <i>via</i> video consultation. A qualitative study was conducted with seven patients, aged 62–82, with complex needs, from four small and medium-sized municipalities in Vestland County, Norway. Data were collected through individual semi-structured interviews, which took place within 6 months of an acute consultation at an emergency outpost satellite. The data were analysed using systematic text condensation (STC). Patients had both positive and negative experiences with video consultations. They valued short travel distances and quick GP access <i>via</i> video link. Video consultations often replicated several aspects of in-person visits, with nurses playing a crucial role in organizing and ensuring that care was provided effectively. Nurses were key mediators, supporting patients before, during, and after the consultation. However, some patients were dissatisfied with the lack of a physical GP presence, technical issues, and communication challenges. The participants’ experience of communication with the GP and nurse was crucial for the video consultation to be perceived as satisfactory. Participants felt that video consultations reduced travel burdens and provided quick clarification. Nurses played an important mediating role, but poor communication and technical issues made some participants feel unsafe using the emergency outpost satellites. Patients valued the shorter travel distances and immediate access to a GP <i>via</i> video consultations. On-site nurses were seen as key intermediaries, supporting communication between patients and the GP. While some patients reported positive experiences with video consultations replicating in-person visits, others expressed dissatisfaction with the lack of a physical GP presence, technical issues, and communication challenges, which impacted the effectiveness and overall patient experience.