Video consultation in healthcare Receiving surgical medical specialist care at home

This thesis describes the implementation and scale up of video consultation at a tertiary referral center. Before video consultation can be implemented and used sustainably in healthcare, it is vital to involve patients and address their needs and requirements of receiving care over a video connection. Therefore the aim of this thesis was to provide the most optimal implementation strategy for video consultation in healthcare based on scientific research. We have researched patient- and provider needs in order to understand their preferences when it comes to digital care. Next, patient- and provider satisfaction with video consultation was evaluated when compared to both physical as telephone consultation. Based on this strategy video consultation was implemented at the surgical outpatient clinic. During the COVID-19 pandemic we were able to scale-up to all outpatient departments. Again, patient and provider satisfaction and willingness to use video consultation was evaluated. Both technical as workflow aspects of the scale up are described in detail. This thesis indicates that the use of video consultation for outpatient care appointments is feasible, and accepted by both patients as well as providers without a detriment to the quality of care provided. There are still a few difficulties that hamper the structural use of video consultation in clinical practice today. But as soon as “Why?” becomes, “Why did we not do this before?”, we can work towards a climate in which receiving care at the right moment, at the right place can be supported by the convenience of digital care.