Closeness and distance. Therapists’ experiences of video consultations in mental health care

This paper explores therapists’ experiences of their relationships with patients during video consultation (VC). The research question examines whether and how VC influences the therapist–patient relationship from the therapist’s perspective. This exploration is informed by how digitalization mediates these relationships, utilizing the theory of media richness and Goffman’s concept of the ‘frontstage’ and ‘backstage’. A qualitative approach was employed in this study. Individual interviews were conducted with 33 therapists and management staff from three mental health hospital departments via Skype for Business between March 2020 and February 2021. A thematic interview guide was utilized to prompt reflections on the impact of VC on therapist–patient relationships. Each interview began with a specific question regarding their experiences with VC. The analysis identified three overarching categories: (a) negotiating relationships on a shifting frontstage, (b) exploring the VC context from backstage and (c) opening up and revising the frontstage. We suggest that professionals may currently lack the necessary readiness to provide remote treatment with the same level of effectiveness as traditional face-to-face interactions. It is essential to incorporate service user experiences into a broader knowledge base for future service transformation.