Clinicians’ and patients’ views and experiences on virtual hospital care: a systematic review of qualitative evidence

Abstract

Abstract Objectives To appraise and synthesise the literature on patient and clinician experiences with hospital-based virtual care services. Methods We searched Medline, Embase, CINAHL and PsycINFO (via Ovid) in October 2023. An updated search was performed in January 2025, with alerts maintained until May 2025. We included qualitative or mixed-methods studies evaluating patient or clinician experiences of hospital-based virtual care. Results Out of 15 434 identified articles, 19 studies involving 514 clinicians and 215 patients were included. The majority of the studies were from high-income countries. Our analysis identified five themes influencing virtual hospital care experiences: perceived value, confidence and readiness, digital and health literacy, therapeutic relationships, and infrastructure and system support. Discussion The potential of virtual care services is mediated by a complex relationship between personal, interpersonal and systemic factors. The acceptability of virtual hospital care is highly dependent on tailoring services to meet the individual needs of both patients and clinicians. The findings of this review demonstrate the need to improve clinician capacity and confidence through validated virtual tools and ongoing training. Conclusion To ensure virtual hospital care is successful and equitable, the virtual health model must be co-designed with its end-users. In addition to addressing systemic barriers, emphasis must be placed on refining care delivery to support the needs of diverse patients and professions. Further research, particularly in low- and middle-income countries and through longitudinal studies, is critical for informing future health policy.