Investigating the effect of remote consultation on care delivery: A Multi-Department Analysis of Process Integration and Patient Engagement in Hospital Care

Healthcare systems face operational challenges requiring innovative delivery models. This study investigates integration mechanisms of remote consultation services and their implications for patient engagement. Using an in-depth single embedded case study design with 48 semi-structured interviews across four clinical departments, complemented by a workshop, we reveal multifaceted integration dynamics affecting patient engagement. We contribute to Healthcare Operations Management literature by developing a framework conceptualising integration pathways for remote consultation services; identifying mechanisms through which contextual factors influence patient engagement; and providing actionable recommendations for improving patient engagement in remote consultations across diverse clinical specialties.