The Doctor will Zoom You Now

The pandemic has seen a rapid roll-out of virtual NHS consultations. Healthwatch England worked with Traverse and National Voices on a rapid piece of research to look at patient experience.  The report is based on the experience of 49 people.

Remote consultations and the use of technology offer some great opportunities to make significant improvements to general practice, hospital outpatient and mental health appointments, but making the most of this opportunity means understanding the patient experience. 

For many people, remote consultations can offer a convenient option for speaking to their health care professional. They appreciate quicker and more efficient access, not having to travel, less time taken out of their day and an ability to fit the appointment in around their lives. 

Most people felt they received adequate care and more people than not said they would be happy with consultations being held remotely in future. 

However, there is no one size that fits all solution. Key to a successful shift to remote consultations will be understanding which approach is the right one based on individual need and circumstance. A blended offer, including text, phone, video, email and in-person would provide the best solution. Through this sea change there is an opportunity to improve the quality of care. By focusing on the needs of people receiving care and using a combination of communication tools we can create a more equal space for health care providers and patients to interact. 

Health and care providers will need to adapt to a more blended approach to communication with patients in order to meet the needs of patients. To do this they need to build on existing good practice, and look beyond healthcare to other industries that are successfully engaging people remotely. This work needs to be done by the health service, and not become the responsibility of the patient.