# Acceptability of Patient Portals and Phone Consultations in Hybrid Primary Care: A Slovenian Multi-Centre Pilot Study

## TL;DR

This study explores how patients in Slovenia accept digital tools like patient portals and phone consultations in hybrid primary care, finding that acceptability depends on factors like digital skills and education.

## Contribution

The study introduces a novel assessment of patient portal and phone consultation acceptability using the Theoretical Framework of Acceptability in a hybrid primary care setting.

## Key findings

- Both patient portals and phone consultations had high acceptability scores (3.9/5).
- Higher digital communication skills and quality of life predicted greater acceptability of both tools.
- Lower education levels and frequent use were linked to higher phone consultation acceptability.

## Abstract

Background/Objectives: With digital transformation, patient portals and phone consultations are increasingly integrated into hybrid primary care workflows that combine in-person and remote services. This study aimed to assess the acceptability of these tools among patients and identify factors associated with acceptability. Methods: Between April and June 2025, a multicenter cross-sectional survey was conducted in four primary healthcare centers in Slovenia. The sample included 214 people who had used both patient portals and phone consultations within the previous 12 months. Data collected covered socio-demographic and clinical profile, digital communication skills, quality of life, and annual use of digital tools. Acceptability was assessed using the Theoretical Framework of Acceptability (TFA) tool. Univariate and multivariable linear regression analyses were performed to identify factors associated with acceptability. Results: Among the 214 participants (mean age 42.9 ± 14.1 years; 61.2% female), both patient portals and phone consultations were generally acceptable, with similar overall TFA scores (3.9/5). Patient portals were considered as significantly less time-consuming and better for communication, whereas phone consultations were preferred for accessibility and reliability. Multivariable analyses showed that higher digital communication skills and better quality of life predicted greater acceptability for both methods, whereas lower education level and more frequent use were associated with higher acceptability of phone consultations. Conclusions: Acceptability of patient portals and phone consultations varies by education, digital communication skills, and quality of life. This highlights the need for personalized hybrid care solutions. Healthcare providers should offer flexible digital options, invest in digital literacy programs, and develop interoperable eHealth infrastructure to enable safe and sustainable integration of advanced tools such as video consultations.