Framing video consultations in Danish general practice: An ethnographic study of problematizations underpinning digital integration

Video consultations between patients and healthcare professionals have become an established part of Danish general practice. Initially introduced hastily during the COVID-19 pandemic, their use declined afterwards but remained a political priority. In January 2022, video consultations were formalised as a permanent consultation type, and since late 2024, all general practices in Denmark have been required to offer them. While previous research has explored the early adoption of video consultations during the pandemic, little is known about how general practices sustain and routinise their use in everyday care. This study addresses this gap through ethnographic fieldwork conducted in high-use practices in a post-pandemic context. Drawing on Foucault’s concept of problematization, it examines the underlying rationalities and framings that shape the use of video consultations. Our findings show that general practitioners and practice staff primarily framed video consultations as tools for efficiency and time management, particularly in follow-up and acute care. They also described video consultations as providing flexibility that helps to ease busy practice schedules and potentially reduce burnout. These findings suggest that, in digitally mature practices, video consultations function as organisational strategies to balance limited resources with increasing demand. • Video is increasingly used in remote consultations in general practice. • Using Foucault’s dispositif concept, we explore experiences with video use. • Video consultations are framed as a measure to meet increasing service demands. • Clinical practice is shaped by, and itself shapes, the organizational structures. • Video consultations may serve as a tool for exercising agency. • Understanding these dynamics is key to ensuring sustainable digital health solutions.