Virtual clinics in light of the Long-Term Plan: is the current model working for everyone? Reported experience of virtual hepatology clinics by patients and clinicians in a regional hepatology unit

Objective Hepatology virtual clinics (VC) have been established for several years. The 2019 NHS Long-Term Plan and the SARS-CoV-19 pandemic resulted in the rapid upscaling of VC use. Limited evaluation of VC exists, particularly in general hepatology. We explored our VC service to better inform patient-focused service development. Design methods Surveys were designed for patients and clinicians, respectively. Automated text links were sent to patients following consultation in a general hepatology VC between September 2022 and September 2023. Age and index of multiple deprivation (IMD) data were collated. An anonymous online survey was sent to clinicians in December 2023. Data were reviewed independently by two clinicians, with analysis performed using SPSS and NVivo software. Results 1025 patients (51.0%) responded. 90.7% were happy to have further VC, with 82.6% reporting VC as more convenient. 49.7% reported feeling limited in their discussion and 34.1% reported difficulties hearing or understanding. χ 2 testing found no significant difference between age groups or IMD deciles, excepting preference for evening clinics among the <30 age group; p<0.001. 13/19 clinicians responded. 38.4% preferred VC. 85.0% reported specific conditions needed face-to-face consultation. Conclusion VC were considered more convenient, although some practical issues were reported, including inaccurate contact details and communication barriers. Furthermore, there was a shared concern between patients and clinicians regarding loss of physical review. Patients are generally satisfied with VC. However, patients and clinicians expressed concerns with being reviewed exclusively virtually. We discuss future considerations and hybrid models of care.