Patient perspectives on virtual consultations for type 2 diabetes in the United Kingdom: use, associated factors, and perceived quality of care

IntroductionAlthough virtual consultations (VCs) have become a routine component of type 2 diabetes (T2D) care, evidence regarding patient experiences remains limited. We investigated VC use among UK adults with T2D, factors associated with both current and intended use, and perceived quality of care.MethodsA weighted national cross-sectional survey of 373 UK adults with self-reported T2D was conducted via the YouGov panel. The questionnaire included digital adoption factors based on the UTAUT2 framework, and perceived impacts of virtual consultations across IOM quality domains. Weighted logistic regression identified predictors of use and satisfaction.ResultsAbout one in three respondents (31.0%) had used virtual consultations, almost always by telephone (91.3%) and infrequently. After adjustment, younger age (18–44 vs. ≥65: OR 7.76, 95% CI 2.22–27.16) and a bachelor's undergraduate education (OR 2.05, 95% CI 1.06–3.96) were the only independent factors associated with use, and the same profile predicted intention to use. In the acceptance framework UTAUT2, effort expectancy and facilitating conditions were the strongest constructs and social influence the weakest. Across the full sample, efficiency was perceived as the quality domain most positively impacted by virtual consultations (62.4%), whereas patient-centredness was rated least favourably (34.5%). Perceived equity was also limited, with only 40.2% of respondents agreeing that different groups benefit equally from virtual consultations. Users rated the five parallel quality domains more positively than non-users anticipated; the equity item, asked of all respondents, did not differ significantly between groups.ConclusionFindings suggest that equitable and sustained uptake of virtual consultations requires attention to both digital inclusion and usability. Policies should support tailored interventions for populations at risk of exclusion, alongside investment in digital infrastructure and support resources. As perceived benefits vary across dimensions of care quality, virtual consultations are likely to be most effective when integrated within flexible hybrid models that align with patient preferences and care needs.