Qualitative Examination of Primary Care Patients’ Experiences with Virtual Care

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Researcher bios and how their research backgrounds relate to this study

Dr. Rachelle Ashcroft is an Associate Professor with the Factor-Inwentash Faculty of Social Work, and cross-appointed to the Department of Family and Community Medicine at the University of Toronto. Dr. Ashcroft holds a BSW and MSW from the University of Manitoba, a PhD from Wilfrid Laurier University, and she completed postdoctoral training at the Centre for Addictions and Mental Health (CAMH) in Toronto, Ontario. She has over 14 years of clinical social work experience in community health and tertiary care settings. Dr. Ashcroft is a core-funded investigator of Ontario’s INSPIRE-PHC network, and a mentor in the TUTOR-PHC program, a pan-Canadian primary care research capacity-building program.

Purpose of this research project

The purpose of this research project is to gain a thorough understanding of the perspectives and experiences of primary care patients residing in Ontario who have utilized telephone and/or video appointments for their healthcare needs. Our aim is to take a patient-centred approach and develop comprehensive recommendations for virtual primary care that will be shared with policymakers and leaders in the province of Ontario. The ultimate goal of this study is to ensure that patients receive optimal care through virtual channels and that healthcare providers are equipped with the necessary tools to deliver high-quality care through these channels. We hope that the insights gained from this research will help shape the future of virtual primary care in Ontario, and make it more accessible, efficient, and patient-friendly.

How this research will help LGBT2SQ people and communities

It is necessary to explore the experiences of 2SLGBTQ+ individuals in accessing virtual primary care. The 2019 report from the House of Commons study highlights a higher prevalence of chronic diseases, including cardiovascular and respiratory diseases, as well as mental health conditions, among 2SLGBTQ+ individuals and communities. Furthermore, the report reveals disparities in access to healthcare, reflecting systemic discrimination that impacts the quality of life of 2SLGBTQ+ individuals. This discrimination was recognized by Prime Minister Justin Trudeau in a formal apology in 2017. Given the prevalence of physical and mental health conditions among 2SLGBTQ+ individuals and communities, as well as disparities between 2SLGBTQ+ and non-2SLGBTQ+ populations, it is important to explore how virtual care is experienced uniquely by sexual and gender minority individuals. Researchers and policymakers should recognize the diversity of experiences among 2SLGBTQ+ individuals, both as a group and on an individual level. Including 2SLGBTQ+ individuals in our study is necessary so that we can make recommendations to Ontario policy makers that are reflective of the experiences of 2SLGBTQ+ people in Ontario.

Participants

Participating in this research project is open to anyone who is 18 and older who currently lives in Ontario, and have had a telephone and/or video appointment with their primary care provider (family doctor or nurse practitioner) or another care provider in that practice (e.g., nurse, social worker, pharmacist etc.) in the last year (12 months).

Compensation

Participants will receive a $25 CDN gift card (e.g., grocery card, Amazon card, or another of your choosing) after participating in the focus group.

Mitigation measures

Focus groups will be co-facilitated with two members of the research team, with one of the the team members leading the focus group and the other on standby and actively monitoring messages sent through the chat function, and will be available to provide immediate support if needed, and direct them to resources in additions if needed. Participation in the focus group is voluntary and participants also have the ability to withdraw at any point during the study. Focus group questions will inquire about the participant’s opinions on their virtual care experience rather than participant’s personal health concerns. Furthermore, participants can choose not to answer a question if they feel uncomfortable with it.

Promoting the Study

Participants will be recruited by sharing flyers by email to various health and community organizations, and through social media (i.e Facebook, Instagram).