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The role of digital communication in patient-clinician communication for NHS providers of specialist clinical services for young people (The LYNC study) : a mixed methods study
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(2018) The role of digital communication in patient-clinician communication for NHS providers of specialist clinical services for young people (The LYNC study) : a mixed methods study. Health Services and Delivery Research, 6 (9). doi:10.3310/hsdr06090 ISSN 2050-4349.
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Official URL: https://doi.org/10.3310/hsdr06090
Abstract
Background
Young people (age 16-25 years) with long term health conditions tend to disengage from health services resulting in poor health outcomes. They are prolific users of digital communications. Innovative UK National Health Service (NHS) clinicians use digital communication with these young people. The NHS plans to use digital communication with patients more widely.
Objectives
To explore how health care engagement can be improved using digital clinical communication; understand effects, impacts, costs and necessary safeguards; provide critical analysis of its use, monitoring and evaluation.
Design
Observational mixed methods case studies; systematic scoping literature reviews; assessment of patient reported outcome measures; public and patient involvement (PPI); consensus development through focus groups.
Setting
Twenty NHS specialist clinical teams from across England and Wales, providing care for 13 different long term physical or mental health conditions.
Participants
165 young people aged 16-25 years living with a long term health condition; 13 parents; 173 clinical team members; 16 Information Governance Specialists.
Interventions
Clinical teams and young people variously used: mobile phone calls, text messages, email, Voice over Internet Protocol.
Main outcome measures
Empirical work:
Thematic and ethical analysis of qualitative data; annual direct costs; Did Not Attend, Accident and Emergency Attendance and Hospital Admissions rates plus clinic specific clinical outcomes. Scoping reviews: patient, health professional and service delivery outcomes and technical problems. Patient reported outcome measures: scale validity, relevance and credibility.
Data sources
Observation, interview, structured survey, routinely collected data, focus groups, peer reviewed publications.
Results
Digital communication enables access for young people to the right clinician when it makes a difference for managing their health condition. This is valued as additional to traditional clinic appointments. This access challenges the nature and boundaries of therapeutic relationships but can improve them, increase patient empowerment and enhance activation. Risks include increased dependence on clinicians, inadvertent disclosure of confidential information and communication failures, but clinicians and young people mitigate these risks. Workload increases, and staff time is the main cost. Clinical teams had not evaluated impact of their intervention, and analysis of routinely collected data did not identify any impact. There are no currently used generic outcome measures but the Patient Activation Measure and the Physician Humanistic Behaviour Questionnaire are promising. Scoping reviews suggest digital clinical communication is acceptable to young people but with no clear evidence of benefit except for mental health.
Limitations
Qualitative data was mostly from clinician enthusiasts. No interviews were achieved with young people who do not attend clinics. Clinicians struggled to estimate workload. Only eight full sets of routine data were available.
Conclusions
Timely digital clinical communication is perceived as making a difference to health care and health outcome for young people with long term conditions but this is not supported by evidence that measures health outcome. Such communication is challenging and costly to provide but valued by young people.
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