How video consultations can benefit patients and the NHS

Video consultations between a patient and healthcare professional are increasing. Marc Schmid highlights the benefits and looks at the challenges the NHS will have to overcome to make effective use of this technology.

In practice, the use of video technology may be as simple as two clinicians discussing a case via Skype or as complex as bespoke video technology linking GP practice teams with care homes, such as is happening in Staffordshire.

Increasingly, there is a need to explore the use of readily available platforms such as Skype or FaceTime, which offer the potential for interacting directly with patients. This could be as part of a self-monitoring programme or an asthma review consultation.

Virtual consultations are increasing

Several large consulting firms have forecast that virtual physician visits will soon be the norm in the USA. Deloitte has reported that as many as one in six doctor ‘visits’ are already virtual.

Care at a distance or ‘in absentia’ care has been running for years in different manifestations; but as technology develops the challenge is to radically change the way health services are delivered.

As pressure builds from the bottom up, the system itself will be under pressure to meet the new ‘digital native’ patient who wants to email and Skype the nurse as well as monitor their own health through wearable technology.

According to a report from Tractica in the USA, the extent of telehealth video consultations across the globe is increasing. Starting from a base of 19.7m consultations in 2014, Tractica forecasted that the market will expand to 158m sessions performed annually by 2020.

This presents the UK health and social care systems with a challenge. Can we deliver this form of service delivery? Might patient or service user safety be at risk if video consultations are substituted for face-to-face care? Is the increased efficiency and productivity expected from Skype or video consultations worth the effort?

Benefits of video consulting

In many situations, the use of video technology offers benefits as an alternative to traditional face-to-face support including the following:

Minimising travel
The use of video can be a great option for patients where travel is difficult. It can be particularly beneficial for those in isolated communities where public transport access is limited or where travel to large cities may be a daunting prospect. A good example could be a weight management clinic with a high number of young mums on the register where childcare is an issue for them so Skype or FaceTime could help connect them to a health professional from their home.

Improving networks
Besides doctor-to-patient communication, video conferencing allows hospitals to create networks to provide each other with support. By easily sharing their expertise outside their own organisations, medical or nurse specialists can offer incredible value to health or social care colleagues.

Reducing the spread of infections
Remote consultations can eliminate the possible transmission of infectious diseases between patients and medical staff. This is particularly an issue where spread of flu or MRSA is a concern.

Reducing stress
A remote consultation via video link will not only relieve the pressure of the patient visiting the health practitioner, which can be daunting for some, but also ensures that those with phobias do seek medical help if required.

Encouraging self-care
The use of video consultations can also be linked to self-monitoring equipment to ensure that patients or service users are using the equipment properly to take their readings.

Risks and barriers

The downsides of using video technology include the cost of the equipment and training for staff. A ‘train the trainer’ approach will encourage adoption by cascading learning throughout the organisation.

Virtual consultations may also lead to decreased interaction with the health practitioner, so forward planning is required to determine the types of intervention where remote consultations will be used. This is also important to ensure that remote consultations don’t become another additional pressure on the organisation.

For video consulting to work effectively and become embedded within day-to-day practice, it has to show that it is saving time and reducing pressure and the cost of health or social care usage as well as improving the quality of services. This will allow clear business cases to be developed to roll out its use.

There is a school of thought that suggests virtual consultations can lead to overprescribing as the health practitioner errs on the side of caution. The set- ting of clear parameters for clinical protocols from the outset can address this.

A key barrier to adoption will be internal cultures within an organisation. Concerns about security will often be at the top of the list.

When developing a case for use of video consultation, it is important to acknowledge that most interventions carry a risk. The use of postal services, telephone consultations and email are not without risk either. The key is about managing the risk at a level that your organisation feels comfortable with.

Read more about how to introduce video consultations in your practice on Medeconomics

  • Marc Schmid is the communications and digital lead for the Pennine Lancashire Health Transformation Board, a member of the Lancashire Digital Board and director of social enterprise Redmoor Communications

This article is taken from a new book Digital Healthcare: The Essential Guide by Dr Ruth Chambers, Marc Schmid and Jayne Birch-Jones, priced £24.99 and published by Otmoor Publishing.

GPonline readers can buy the book for the reduced price of £19.99 by emailing and quoting ‘GPonline offer’.

Have you registered with us yet?

Register now to enjoy more articles and free email bulletins


Already registered?

Sign in

Just published

GP receptionist on the phone

Some practices to receive funding to upgrade digital phone systems

GP practices whose digital phone systems do not meet new NHS England standards will...

Woman using mobile phone

Safety issues with remote GP consultations 'extremely rare', study shows

Safety incidents are 'extremely rare' in remote GP consultations but risk is higher...

BMA sign

BMA urges 'courtesy and respect' ahead of talks over physician associate roles

The BMA is set for urgent talks with NHS officials over fears its call for a recruitment...

Andrea Leadsom

DHSC confirms new minister responsible for general practice

Andrea Leadsom has been confirmed as the new DHSC minister for primary care and general...


Government must match consultants' pay offer in new contract for GPs

GPs have warned they could be forced into industrial action if the government fails...

Consultants in London on strike earlier this year

Consultants to vote on new pay deal to end strikes

Consultants will vote on a government pay offer that would increase salaries by up...