Organ transplant aftercare and support in Scotland Transplant patient survey report

7. Transplant aftercare

The Covid-19 pandemic changed the way services are delivered, with many transplant centres offering video consultations such as ‘Near Me’ or a telephone consultations as an alternative to an in person appointment at a clinic. ‘Near Me’ is a service which allows patients to attend their pre-arranged appointment using a secure, private video call. Remote consultations can improve access to services for transplant patients and reduce the need for travel to appointments, but requires internet access and digital literacy to operate successfully.

This section explored the impact of these changes on transplant patients and considered the best way to deliver services in the future.

7.1 Digital access

Firstly, respondents were asked about their digital access, being asked to reply yes, no, or ‘not applicable’ to the following questions:

Do you have internet access at home? Yes - 92%

If not, is there somewhere else that you can access the internet? Yes - 4%

Do you have access to the internet via a laptop/tablet/mobile phone? Yes - 84%

Have you been able to access the IT systems used for remote consultations (such as Near Me)? Yes - 33%

Many respondents were not aware that remote consultations were an option. Others reported technical issues, including poor internet speed, incompatibility of devices and a lack of technical literacy.

7.2 Remote consultations

Respondents were asked for feedback about their experience of remote consultations; to comment on the benefits of a face-to-face clinic; and whether they are offered a choice of face-to-face or remote consultations.

As before, they were asked to reply yes, no or ‘not applicable’ to the following questions:

Please tell us about your experiences regarding the use of video (Near Me) or telephone consultations.

• Have remote video consultations been helpful?

25% of the respondents said yes.

• Have telephone consultations been helpful?

53% of the respondents said yes.

• Only 6% reported that they had not found either style of remote consultation helpful.
• Do you feel you have enough face-to-face follow up at the transplant centre?

73% respondents said yes and 6% said no.

• Are you offered a choice between attending a face-to-face clinic or a remote appointment?

35% respondents said yes and 46% said no.

• Would you prefer a mixture of remote and face-to-face appointments?

38% respondents said yes and 35% said no.

7.3 What is the benefit, if any, of a face-to-face clinic appointment?

From the 333 comments received, many felt that communications were better in a face-to-face clinic, allowing them to build relationships with clinical staff. Some found it more reassuring to talk to a clinician face-to-face.

Patients felt staff were more likely to pick up on non-verbal cues in a clinic and that meeting fellow patients in the waiting area was another positive. Others noted the additional benefit of being able to undergo blood tests and/or a physical examination, which could not be replicated in a remote consultation.

7.4 Do you have any comments about what would work best for you?

From the 195 comments received, there was a strong preference for face-to-face consultations, or a combination of face-to-face and remote.

A few preferred remote consultations as they reduced the need to travel to hospital appointments.