Downloading PDF

Rapidly rolling out video consultations during the COVID-19 pandemic

Rapidly rolling out video consultations during the COVID-19 pandemic

Home » Case studies » Rapidly rolling out video consultations during the COVID-19 pandemic

NHS Midlands and Lancashire’s (NHS ML’s) change management specialists have ensured the rapid introduction of video consultations across the north of England to improve patient safety following the outbreak of COVID-19.

Background

The NHS Long Term Plan outlines NHS England and NHS Improvement’s commitment to transforming outpatient appointments. In April 2019, their Outpatient Transformation Team began a pilot to scale up the use of video consultations for outpatients. This work was rapidly accelerated in light of the COVID-19 outbreak to implement video consultation capability within all trusts.

Specialists from NHS ML’s Improvement Unit, who were already working for the NHSE North Elective Care team, were quickly redeployed to support the rapid roll-out across the North. They programme managed and delivered training on the Attend Anywhere online video consultation platform to all trusts across the North of England, linking with NHS Digital and NHS England programme teams.

Action
Two teams of trainers were quickly established from within the Improvement Unit. Under the guidance of the national video consultation project team they became experts in the platform so they could deliver train-the-trainer sessions and support trusts to implement video consultations. A lead trainer was assigned to each trust.
Working with the NHSE and NHS Digital onboarding teams, we arranged licences, carried out data protection impact assessments and checked technical requirements to ensure trusts were able to adopt video consultations successfully.

Impact

  • Within just three weeks the Improvement Unit team had delivered training on the Attend Anywhere online video consultation platform to 54 trusts.
  • Over 100 services and specialties across the north of England are now using video consultations to maintain appointments with patients safely.
  • Our team has also given advice regarding virtual consultations to ambulance trusts throughout England via a webinar organised by NHSE/I South West and facilitated by NHS Horizons.
  • By reducing the need for physical attendance at NHS sites, video consultations are preventing the transmission of COVID-19 as well as enabling clinicians to see patients who are unable to travel. Patients can have their consultations in a place that is convenient to them.
  • Video consultations are also enabling clinicians who are themselves at risk or who are self-isolating to work from home.
  • Seven months after implementation, over half a million consultations have taken place using the platform, with the North West consistently one of the highest users

“Thank you so much for your help, we really do appreciate it as I know a lot of people are needing the platform access to continue their care with patients and I wouldn’t have been able to do it as quickly without your assistance.”
Sarah Thorn, Senior Clinical Information Systems Administrator, Leeds Community Healthcare Trust

“Excellent communication and updates. Sensible, practical and effective support. Achieved real results, that make a difference.”
Laura Jones, Outpatients Transformation Programme Lead, NHS England and NHS Improvement – North East & Yorkshire

“A quarter of a million users would have felt impossible back in April – and has helped so many people to access the care they need. What a great team achievement.”

Stephen Hodges, Delivery Partner, Strategy and Transformation – NHS England and Improvement North West​

View all

News and views

News

New Podcast: Revolutionising patient engagement and care with personalised healthcare videos

Join host Richard Caddy for another thought-provoking session in our latest podcast with our Digital Innovation Unit. Tune…

News

Enhancing our expertise in Workforce Planning to meet growing needs

NHS Midlands and Lancashire (ML) are excited to announce that we’ve secured five places for members of our…

News

Study reveals promising early outcomes of NHS Digital Weight Management Programme

Obesity is a pressing global health challenge, linked to various chronic diseases such as type 2 diabetes, cardiovascular…

View all

How we can help health systems

Developing health systems

Acting as an independent and trusted partner within the system to facilitate working across stakeholders and integrate elements of the provider system…

Learn more about Developing health systems
Developing health systems

Workforce resilience and transformation

Supporting systems to build a sustainable and integrated workforce, transforming systems, organisations and the workforce experience to improve resilience.

Learn more about Workforce resilience and transformation
Workforce resilience and transformation

Communications and engagement

Supporting ICSs with approaches to design and deliver effective communication, engagement and behavioural insights as a key enabler for system change and…

Learn more about Communications and engagement
Communications and engagement

Digitally enabled transformation and IT

Digitising care and partnering with systems for the transformation of digitally enabled service delivery (and other supporting processes) across vision, planning and…

Learn more about Digitally enabled transformation and IT
Digitally enabled transformation and IT

PHM analytics and decision support

Applying intelligence-led understanding of the health of the population to support the redesign of care and improve patient and financial outcomes across…

Learn more about PHM analytics and decision support
PHM analytics and decision support

Place and primary care transformation

Supporting providers to work together at a place and neighbourhood level to manage common resources, integrate community teams, improve health and reduce…

Learn more about Place and primary care transformation
Place and primary care transformation

Clinical redesign and provider collaboration

Redesigning how health and care works across England - placing people at the centre of their own health and care and utilising…

Learn more about Clinical redesign and provider collaboration
Clinical redesign and provider collaboration

Personalised healthcare commissioning services

Providing end-to-end funded care services, including patients as active partners in identifying their healthcare needs and then commissioning care to meet these.…

Learn more about Personalised healthcare commissioning services
Personalised healthcare commissioning services

Business enabling services

Delivering a wide range of support functions through transactional services, business partnering and transformation that drives efficiencies and releases value and time…

Learn more about Business enabling services
Business enabling services
MLCSU

Accessibility Tools