Primary care has a lot of experience of remote consulting, and many areas are at the point of re-procuring new online consulting systems, as contracts are coming to an end, and new products are available on the market.

Some products offer a combined solution including telephony, online and video consultation options with messaging features and a simpler workflow and integration with clinical systems, offering practices a choice of solutions to meet changing needs. The updated Good practice guidelines for GP electronic records include a section on Remote consulting following detailed research into the benefits and potential pitfalls. Dealing with increasing demand for online consultations  can help GP practices, who are experiencing more demand than anticipated, to plan and prepare.

Whilst 1-1 video consulting may have reduced since the pandemic, video consulting in groups also offers an alternative model for care delivery and can support the primary care workforce to care more holistically, whilst still achieving Quality and Outcomes Frameworks (QOF) targets.

Online consultation and video consultation is a useful tool for primary care and allows patients to access healthcare services from the comfort of their own homes, without the need to travel to a medical facility. This can be particularly helpful for patients with mobility issues, or who live in remote areas.

Patient feedback is high and clinicians who deliver this way also report high levels of satisfaction. Future NHS has a Video Group Clinics workspace containing case studies, guides, videos etc and provides ideas on how to do this and learn from to growing community of practitioners.

Implementing remote consulting tools effectively can also benefit practices:

• increasing the amount of high-quality clinical information gathered before an appointment
• ability to complete consultations via online messaging tools and increasing efficiencies
• improving demand management for patient requests
• opportunities for remote working or hybrid working
• provide clinical staff with a higher level of control over the workload
• new channels to reach and contact patients for acute and ongoing care delivery
• freeing up telephone capacity for patients calling into the practice
• more appropriate use of services within primary care
• cost efficiencies for practices and primary care networks

Benefits for patients:

• increased choice and flexibility when accessing care
• new communication channels to contact the practice
• ability to receive healthcare from their home or office
• increasing flexibility of appointment times
• improving access for issues patients find difficult to discuss in person or on the phone
• improving access for patients with barriers imposed by poor mobility or distance
• improving access for vulnerable groups or those with difficulties with social interaction
• improving self-care for minor ailments and management of long-term conditions
• Is there also a benefit to patients about learning from peers with similar conditions and potentially realising they are “not the only one”?

Finally, online video consultations can help to reduce the spread of infectious diseases, as patients with symptoms can be assessed remotely, without the need to encounter other patients.

Overall, online video consultations have the potential to revolutionise the way that healthcare services are delivered, making them more accessible, efficient and safe for patients.

Resources

• London Region Digital First – Online consultation handbook – FutureNHS
• FutureNHS Online consultation case studies
• understanding patient and GP staff needs from online consultation tools – User Research, GPIP – PRACTICE LEVEL SUPPORT
• NHS – using video and consultation tools – ICO and NDG guidance