Technostress, technosuffering, and relational strain: a multi-method qualitative study of how remote and digital work affects staff in UK general practice

Background: The introduction of remote and digital forms of working in UK general practice has driven the development of new routines and working styles.

Aim: To explore and theorise how new forms of work have affected general practice staff.

Design and setting: Multi-site, qualitative case study in UK general practice.

Method: Using longitudinal ethnography by researchers-in-residence, we followed 12 practices for 28 months (2021-2023). This core dataset was supplemented by workshops and stakeholder interviews. Data analysis applied theories from the sociology of work and socio-technical change.

Results: Staff made significant efforts to adapt to and embed digital services into their work. When technologies work well, they can offer improved convenience, efficiency, more comprehensive patient care, and workplace fulfilment for staff. However, for many clinical and administrative staff, compromises and frictions embedded in digitalised workplace routines and processes could also lead to job dissatisfaction, worsened wellbeing and misalignments with professional values and identities. We found that this workplace suffering caused relational strain between team members, impacting team cohesiveness and coordination.

Conclusion: The digitalisation of working routines in UK general practice poses a unique challenge to the workforce, risking technostress, workplace suffering, and increased relational strain within and between teams. To embed the benefits of digitalisation, we must first improve practice teams' readiness for change, which includes strengthening practices' relational structures, which provide support during periods of adaptation. Practices must be empowered to determine a locally-appropriate configuration of digital tools and given the resources and time to adapt working routines.