Study details table.

BackgroundTelemedicine is increasingly used within healthcare worldwide. More is known about its efficacy in treating different conditions and its application to different contexts than about service-users’ and practitioners’ experiences or how best to support implementation.AimsTo review adult service-users’ experiences of synchronous video consultations with nurses, allied health professionals and psychological therapists, find out how consultations impact different groups of service-users and identify requirements for their conduct at individual, organisational, regional, and national levels.MethodCINAHL, Embase, Medline, PsycINFO Scopus were searched for papers published between 01/01/2018 and 19/03/2021. One reviewer independently reviewed citations and a second reviewed those excluded by the first, in a liberal accelerated approach. Quality assessment was undertaken using the Mixed Methods Appraisal Tool and data were synthesised narratively.Results65 papers were included. Service-users’ experiences of video consultations ranged from feelings of connection to disconnection and ease of access to challenges to access. Many were excluded from video consultation services or research, for example because of lack of access to technology. Individual service-users required clear orientation and ongoing technical support, whereas staff needed support to develop technical and online-relational skills. At organisational levels, technology needed to be made available to users through equipment loan or service models such as hub-and-spoke; services required careful planning and integration within organisational systems; and security needed to be assured. Regional and national requirements related to interorganisational cooperation and developing functionality.ConclusionTo support safe and equitable video consultation provision, we recommend: (1) providers and researchers consider how to maximise participation, for example through inclusive consent processes and eligibility criteria; (2) sharing video consultation user guides and technical support documentation; and (3) continuing professional development for practitioners, focusing on the technical and relational skills that service-users value, such as the ability to convey empathy online.背景：远程医疗（telemedicine）在全球医疗健康领域的应用日益广泛。目前学界对其治疗各类病症的疗效，以及在不同场景中的应用已有较多研究，但对服务使用者（service-users）与从业者的使用体验，以及如何为其落地实施提供最佳支持的认知仍相对不足。 研究目的：系统梳理成年服务使用者与护士、辅助医疗专业人员及心理治疗师开展同步视频咨询（synchronous video consultations）的体验，明确此类咨询对不同群体服务使用者的影响，并识别在个体、组织、区域及国家层面开展此类咨询所需的相关规范与要求。 研究方法：检索2018年1月1日至2021年3月19日发表于CINAHL、Embase、Medline、PsycINFO及Scopus数据库的相关文献。采用宽松加速审查流程，由1名评审员独立完成引文筛选，另1名评审员复核首轮排除的文献。采用混合方法评价工具（Mixed Methods Appraisal Tool）开展文献质量评估，并对数据进行叙述性综合分析。 研究结果：最终纳入65篇文献。服务使用者对视频咨询的体验呈现多元分化，既有对沟通联结感与就诊便捷性的正向反馈，也存在疏离感与就医障碍等负面体验。不少服务使用者因缺乏技术设备支持，被排除在视频咨询服务或相关研究之外。个体服务使用者需要清晰的操作指引与持续的技术支持，而从业者则需通过培训提升其技术能力与线上人际沟通技巧。在组织层面，需通过设备租赁或枢纽-辐条式（hub-and-spoke）服务模式等途径为使用者提供技术支持；医疗服务需进行周密规划并融入现有组织系统；同时需保障信息安全。区域与国家级层面的要求则涉及跨组织合作与服务功能开发。 研究结论：为保障视频咨询服务的安全性与公平性，我们提出以下建议：（1）服务提供方与研究人员应考量如何最大化服务参与度，例如通过包容性的知情同意流程与资格审核标准；（2）共享视频咨询用户指南与技术支持文档；（3）针对从业者开展持续专业发展培训，重点提升服务使用者所重视的技术能力与共情沟通技巧，例如在线传递同理心的能力。