A recent survey of almost 1,800 New Zealand patients reveals a strong preference for in-person consultations with family doctors, underscoring the vital importance of face-to-face GP care in primary practice.
The survey, carried out by the General Practice Owners Association (GenPro), found that 87% of respondents favoured in-clinic, face-to-face consultations as their top choice for care, while telehealth options like video, email, and patient portals ranked much lower.
“Patients are telling us very clearly that quality care, trust, and reassurance are closely tied to seeing their GP in person,” said Dr Angus Chambers, Chair of the General Practice Owners Association.
“Digital tools absolutely have a place, but they are not a substitute for the clinical judgement, connection, and confidence that come from face-to-face care.”
The survey indicates that nearly two in three patients prefer face-to-face care when a physical exam is required or for new health issues.
“These results highlight that patients see in-person consultations as critical for accurate diagnosis and building trust,” Dr Chambers said.
“That’s something a screen cannot replicate.”
Telehealth offers convenience, but patients view it as no substitute for in-person GP consultations. In fact, 15% of respondents said they disliked telehealth and wouldn’t use it under any circumstances.
“Telehealth works well for specific, low-complexity tasks,” Dr Chambers said.
“But patients are clear — when it comes to real clinical engagement, they want to be in the room with their GP.”
When scheduling appointments, patients prioritised availability (80%) and seeing the same clinician (66%).
Cost and convenience mattered less, indicating patients care about ongoing relationships and access above speed or price.