Date published: 12 June, 2023
Date last updated: 28 March, 2025
Digital, General practice

Remote consulting – procurement, regulations, governance

Version 1.3, 28 March 2025

This guidance is part of the Online patient facing services section of the Good practice guidelines for GP electronic patient records.

Advances in technology and the availability of digital tools have changed how the NHS delivers care.  CAdvances in technology and the availability of digital tools have changed how the NHS delivers care.  Citizens regularly use digital technology in their everyday lives, and their expectation for experiencing and accessing healthcare is no different. 

Digital-first primary care sits alongside conventional care models, enhancing rather than replacing them.  Practices can use digital tools to co-design care models that serve their local populations and their needs, whilst ensuring equitable access and inclusion for all.

This guidance does not replace the DCB0160 standard or Data Protection Impact Assessment requirements for any of the individual tools or solutions practices may choose to implement.  Further information about these requirements can be found in the relevant articles within these guidelines.

Contractual requirements

Contractual requirements are set out in the national GP contract and supported by the GP IT Operating Model. 

You can also find helpful information and resources on the NHS Modern General Practice Model web pages.

You may also find helpful guidance and resources in the using online consultations in general practice toolkit.

Procurement systems

Commissioners purchase licenses for online and/or video consultation (OCVC) tools on behalf of practices.  The Digital First Online Consultation and Video Consultation Framework provides a streamlined route for supplying and purchasing these tools.  The framework sits under the Digital Care Services (DCS) Catalogue.  This ensures that suppliers of these tools meet strict regulatory and safety standards before they can be listed.

The framework means commissioners for primary care can buy digital tools that are technically and clinically assured.  At the point of procurement, commissioners will also assess digital tools against the Digital technology assessment criteria (DTAC).  When practices or PCNs chose to use an OCVC tool that their local commissioners have recommended, the tool will have met the relevant thresholds regarding clinical safety, data protection, interoperability, usability, and accessibility.

This does not, however, eliminate the legal requirements for practices and Primary care networks (PCN) to carry out their own risk assessments.

Practices or PCNs can decide which OCVC tool they want to use.  Commissioners usually provide a list of fully funded solutions that meet their compliance requirements.  Practices/PCNs may work with unfunded or partially funded tools that comply with the above frameworks.  In these instances, they should contact their local commissioners to understand the impact of doing so. 

PCNs may have different criteria regarding the choice available to members of that PCN.  Some PCNs, for example, will advise all members to adopt the same solution to help deliver regional eHub triaging models.

Risk assessment and risk management

DCB0160 standards are clinical risk management standards all NHS organisations (including primary care providers) need to comply with when using health IT or digital solutions during the provision of care.

Further information can be found in the Using online consultations in primary care implementation toolkit.

Patient data and information

Follow this link for guidance on security and confidentiality in remote consultations.

Related GPG content

Other helpful resources

Date published: 12 June, 2023
Date last updated: 28 March, 2025