Prototype Tool for Assessing the Quality and Safety of Virtual Consultations in Primary Care: Qualitative Formative Evaluation.

Authors

Weiran Zhang, Sara Sousi, Geva Greenfield, Tetiana Lunova, Edmond Li, Benedict Hayhoe, Azeem Majeed, Ana Luisa Neves

Published in

JMIR formative research. Volume 10. Pages e94743. Nov 12, 2026. Epub Nov 12, 2026.

Abstract

Virtual consultations (VCs), including telephone and video consultations, are increasingly central to primary care. However, evaluation often prioritizes patient satisfaction or technology over quality and safety. Existing frameworks incorporate limited input from general practitioners (GPs) and lack standardized quality and safety indicators.
This study aimed to explore GPs' perspectives on the relevance and usability of a prototype tool for evaluating the quality and safety of VCs and to inform its subsequent refinement and development.
A total of 3 online focus groups (N=14 GPs) were conducted in June 2025. Participants were recruited via professional networks and social media using convenience and snowball sampling. Discussions were guided by a mock tool prototype and a structured topic guide. Transcripts were analyzed inductively after each focus group using a combined deductive and inductive approach by 2 independent researchers.
GPs considered the tool relevant and timely, particularly as a reflective and quality improvement resource for early-career clinicians. For usability, participants preferred a combination of Likert scale and open-ended responses, emphasizing local adaptability and integration into existing workflows to minimize burden. Suggestions for practical implementation included a web-based format linked to electronic health records and alignment with professional development or incentive schemes (eg, the Quality and Outcomes Framework).
GPs supported a structured yet flexible VC evaluation tool that is user-centered, locally relevant, and embedded within routine practice. These findings provide a foundation for further refinement, usability testing, and real-world piloting to ensure safe and high-quality VCs in primary care.

PMID:
43019545
Bibliographic data and abstract were imported from PubMed on 13 Nov 2026.

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