Introduction General practices in the Netherlands are experiencing high workload due to rising healthcare demand and staff shortages, particularly in rural areas. Digital healthcare innovations are being explored as solutions to alleviate these challenges. However, evidence regarding their effectiveness is limited.

Methods This qualitative study explored the implementation and effects of a synchronous chat application, Uw Zorg Chat, in general practices. Semi-structured, in-depth interviews were conducted with healthcare workers involved in a pilot program in Leeuwarden. Interviews were transcribed, pseudonymized, and analyzed thematically.

Results The application’s design and triage functionality were well-received, but issues with collaboration between practices and the Uw Zorg Chat team created challenges, mainly due to changes in workflow. Practices less prepared for change, with missing team alignment and a lack of feedback structures, viewed these changes negatively. Although some practices noted a slight reduction in workload, it was unclear whether this was attributable to the app. In contrast, other participants perceived an increased workload due to the need to monitor and correct the work performed by Uw Zorg Chat. Patient adoption of the app was lower than anticipated, limiting the observable effects.

Conclusion Definitive conclusions about Uw Zorg Chat’s effectiveness in reducing workload cannot be drawn, as the limited patient adoption resulted in minimal impact. However, the study highlights the importance of organizational readiness for change and the need to establish strong communication channels during implementation to support successful integration.

ES worked as a practice assistant for Jans Huisartsen prior to commencement of the study

This study did not receive any funding

I confirm all relevant ethical guidelines have been followed, and any necessary IRB and/or ethics committee approvals have been obtained.

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The details of the IRB/oversight body that provided approval or exemption for the research described are given below:

The Medical Ethics Committee of the Erasmus Medical Center waived ethical approval for this work.

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I understand that all clinical trials and any other prospective interventional studies must be registered with an ICMJE-approved registry, such as ClinicalTrials.gov. I confirm that any such study reported in the manuscript has been registered and the trial registration ID is provided (note: if posting a prospective study registered retrospectively, please provide a statement in the trial ID field explaining why the study was not registered in advance).

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All data produced in the present study are available upon reasonable request to the authors through DataverseNL.

https://doi.org/10.34894/FNZUDY