The Impact of Integrating Remote Consultation in Routine Care on Patient engagement: Evidence from Hospital Care in England

Healthcare systems face mounting operational challenges due to demographic shifts, chronic disease prevalence, and access disparities, necessitating innovative service delivery models. While remote consultation technologies offer promising solutions, their integration into routine clinical practice and its impact on patient engagement remain insufficiently understood. This study investigates the integration mechanisms of remote consultation services and their implications for patient engagement. Employing an in-depth single case study methodology, we collected rich empirical data through 48 semi-structured interviews across four clinical departments (Cardiology, Dermatology, Gerontology, and Rheumatology), complemented by a workshop with healthcare professionals and secondary data analysis. Our findings reveal multifaceted integration dynamics and their differential impacts on patient engagement across departmental contexts. This research makes three primary contributions to the Healthcare Operations Management literature. Firstly, we develop a comprehensive framework that illustrates the integration pathways for remote consultation services, accounting for departmental variations and stakeholder dynamics. Secondly, we identify specific mechanisms through which contextual factors influence patient engagement in remote healthcare delivery. Thirdly, we provide recommendations for improving patient engagement across diverse clinical settings. These insights provide actionable guidance for healthcare professionals implementing remote consultation services while addressing the pressing need for patient-centric care models.