The exceptional potential of the Internet? Perceptions about the management of another set of communications: a qualitative study

Abstract

The integration of information technology into the health care system is central to the UK government’s strategy to improve the delivery of health care. There remains uncertainty about how this new technology is being used by practitioners, and the impact it is having in their everyday work and relationships with patients. The objectives of this study were to identify experiences and attitudes of general practitioners (GPs) about the use of the Internet as an information resource for themselves and for their patients, and their perceptions of the obstacles to using it, and to describe how GPs view the potential and limitations of the use of electronic communication with both fellow professionals and patients, and to explore the perceived impact on the GPs’ roles and relationships. A qualitative study design involving interviews with 24 GPs in North West England was used. The methods involved semi-structured interviews with a purposive sample of GPs to explore their views on the use of the Internet in their day-to-day work. Interviews were recorded and transcribed verbatim. Data was analysed with the interview schedules being modified in the light of emerging themes. There were two main themes: the Internet as an information source for GPs and their patients, and the use of email as a form of communication between themselves and patients, and between health professionals in primary and secondary care. Whilst GPs appreciate that the Internet could offer an exceptional quantity of information that could be used within the consultation and which might improve patient management, they cite many barriers to the effective acquisition and use of such a resource. Similarly, GPs reported limiting their use of the Internet to assist communication between the GP and the patient, and were concerned about the Internet duplicating work rather than reducing it. GPs seemed reluctant to grasp the potential that they perceived that the Internet might offer. The current configuration of primary care, and the role of the GP within it, is likely to limit the uptake and use of the Internet as a means of extending opportunities for patient care.