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Insight

Video consultations. What’s needed now?

Frontline insights on how to build from the rapid roll-out of on-screen patient consultations

During the COVID-19 pandemic, improvement professionals shared their real-time learnings about rapid implementation of video consultations for patients. A short report summarises the key enablers to get up and running, and the areas to build on to secure an effective and sustainable remote service. 

Project background

The rapid implementation of video consultations was a remarkable story of NHS innovation during the early stages of the COVID-19 pandemic. It brought promising signs, and notes of caution, for how video may be used to deliver health and care in the long term.

The situation has changed at lightning speed. Setting up these consultations previously took years and was rarely successful.

Project participant via a learning log

The huge potential and value of video consultations highlighted the importance of framing implementation as an improvement project, not just technical exercise. Staff buy-in, cultural dimensions of change and ongoing measurement and iteration all need consideration. 

What we did

In the first months of the COVID-19 pandemic we invited frontline staff involved in implementing virtual consultations to share their experiences.  Between March and July 2020, we heard from 50 people on their approach, challenges and success. Reflections were logged fortnightly and the common themes were explored in two webinars.

As we share more positive experiences and reflect on how challenges would be different in a face to face environment, the clinicians are becoming more open and receptive to persevering with video consultations.

Project participant via learning log

The Q team analysed the themes from the learning logs and published a fortnightly summary blog to help inform ongoing implementation. We also synthesised the results with other internal and external sources, including from those leading this work at a national system level.

Explore the learning

A report and infographic summarise what we heard were the common enablers for rapid implementation during the first few months of the pandemic. The resources also set out the ongoing considerations for establishing video consultation as an effective service model. 

Project report Frontline insights on the rapid implementation of video consultations: what’s needed now?
PDF
494.7 KB 
7 pages 
7 minute read

Common enablers

  • An effective mix of central and dispersed leadership, with autonomy and agency at a local and service level encouraging ownership and innovation. 
  • Action at all levels of the system that unblocked previous barriers.
  • Clarity and a shared purpose around patient and staff safety created unity to support service change.
  • Shared learning and experimentation led to iterative improvement.

Ongoing considerations

  • Understand and address inequalities that affect access so that the future model of care is equitable.
  • Redesign pathways to embed remote care models where and when appropriate.
  • Develop the infrastructure to meet the needs of different consultations.
  • Prioritise staff wellbeing, support and training as roles transform.
  • Gather evidence on the long-term impact of the use of video consultations.
  • Support shared learning to build sustainable models of care. 
A series of yellow and orange cogs visualising what we heard from people who took part in the project.
The infographic shares a synthesis of what we heard from people who self-selected to take part in this insight project on the implementation of video consultations. Their views may not represent the majority or of others in their organisations. 

Discover more

The Health Foundation

Q is led by the Health Foundation and supported by partners across the UK and Ireland

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