New study: Remote GP consultations raises safety concerns

As reported by ITVX, a new study warns that GP appointments conducted over the phone or online could lead to under-diagnoses of serious illnesses, putting patients at risk

Researchers said mistakes via remote consultation are rare, but there is a risk of patients being under-diagnosed, GPs being swayed by what has been said previously, and less qualified staff not acting on signs of illness.

The study, published in BMJ Quality and Safety, looked at data from 95 UK safety incidents between 2020 and 2023 (including from during the pandemic), such as complaints, settled compensation claims and reports.

Interviews with practice staff were also included.

Some of the errors made related to serious conditions such as congenital heart disease, pulmonary oedema, sepsis, cancer and diabetic foot complications “which would likely have been readily diagnosed with an in-person examination”, the study said.

It added: “Several safety incidents involved clinicians assuming that a diagnosis made on a remote consultation was definitive rather than provisional.”

In one case, a woman in her 70s experiencing sudden breathlessness was told by a GP receptionist she would be called back but this never happened as the receptionist became distracted by a patient in the waiting room.

The telephone patient deteriorated and died at home that afternoon.

The study found patients with pre-existing conditions (and especially if they had several or they were getting worse), and the very young and the elderly “were particularly difficult to assess by telephone”.

Researchers said: “Clinical conditions difficult to assess remotely included possible cardiac pain, acute abdomen, breathing difficulties, vague and generalised symptoms and symptoms which progressed despite treatment.”