General practice is embarking on a transformational journey – a journey that is re-evaluating:

  • The People – the clinical and other practice resources,

  • The Processes – how it deploys those resources, and;

  • The Technology – the mechanisms by which it manages the engagement with the patients.

The key objective of Video Consultation is to help patients access the right care at the earliest opportunity – and in a way that provides them with flexibility, convenience, security, a sense of empowerment about engaging with clinicians and the stimulation to invest in their wellbeing.

There are numerous drivers for this patient centred approach and outcomes will include a more streamlined workload for GPs, ANPs and other members of the clinical teams. The aim to drive further practice efficiencies in terms of access to services and to deliver a more patient centred approach. It will achieve this by providing more efficient use of clinical time – which in turns provides patients with timely and personal access to the clinical team.


Objectives:  Video Consultation is an essential patient engagement technique that will further develop the skills of the clinical teams. There are different skills and abilities needed to undertake effective Video Consultation and the clinical diagnosis. After this web workshop, GPs, nurses and other clinical staff will be confident in handling the video consultation, in diagnosing, advising and where applicable referring patients to care providers who work either within the practice team or to external care providers.

Video Consultation can present a challenging cultural shift for some clinical teams members – and we will explore the mechanisms to help make the change as smooth as possible – some of this will build on the existing understanding, within the practice, of the need to change and a realisation of the benefits these changes can have.

Successful Video Consultation is reliant on 3 core principles:

  1. Robust agreed practice protocols and patient confidentiality.
  2. A full commitment from the whole clinical team to support staff in delivering video consultations.
  3. Continuing audit of activity and outcomes including patient records, complaints and significant or serious incidents.

At the PMA we pride ourselves on the understanding that one size doesn’t fit all and – therefore, we have various formats of our workshops and can adapt any programme / agenda to suit your local needs and necessaries – so, please get in touch to discuss your requirements.

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Who should attend?

GPs, nurses & other practice clinicians

Training recommendations

All clinical team members wishing to be considered for Video Consultation training:

 Should be experienced GPs, nurses and other clinical staff.

  • Should understand that their work will be audited and monitored back in the practice.
  • Will be considered as the Video Consultation Champion in the practice and will be both the advocate back in the practice and will mentor other clinical and non-clinical team members.
  • Practices must understand that implementation of Video Consultation must be continually monitored, audited and significant or critical events reported to appropriate bodies.

The PMA Video Consultation workshop has been created with an experienced practice team including Clinicians – GPs, practice nurses and experienced Practice Manager facilitators.

Outcomes of the workshop

By the end of this web workshop, all delegates will have:

  • Understood what Video Consultation is
  • AND what it isn’t…
  • How the process works
  • Listened to patient and staff experiences
  • Experience Video Consultation
  • Be familiar with the benefits of Video Consultation
  • Contributed to a Shared Ambition for Video Consultation in the locality and Care Partnership
  • Have the skills and personal actions to take this work forward
  • Will develop their confidence in being able to conduct Video Consultation

Workshop Agenda

Below is an outline of the proposed agenda with sample timings. If you have any questions please get in touch.

Welcome & Introduction
Learning Outcomes

  • Skills and confidence to deliver Video Consultation
  • Understanding what Video Consultation is for and where it works best for:
    • Benefit to patients
    • Benefit to the practice
    • Best clinical outcomes
  • Practice protocols
  • Clinical role in Video Consultation
  • Patient records management
  • Communication strategies
  • Patient safety
  • Technologies used
Introduction to Video Consultation  

This session will introduce why Video Consultation is now a recognised tool to meet demand and create more efficient use of GP and clinical time and how it can increase access. Discussion will explore the benefits, risks and limits of the approach.

  • Definition of Video Consultation
  • The purpose of Video Consultation, why do we need it – Right person, in the right place at the right time – how this fits with telephone triage…
  • Use of software – For example, triage assessment system (TAS) or Standard operating procedures (SOPs)
  • Opening a consultation – Introduction and confirming callers basic demographics and/or consent to speak to a relative, friend or carer
  • Communication – Open questions…
  • History taking – Presenting complaint (PC), history of PC, PMH, Allergies etc
  • Triage streams – Book-On-Day (BOD), Routine GP, ANP, GPN, HCSW appointments etc
  • Clinical Appointment system – Allocation of slots, appointment length, red slots for BOD etc
  • Confirm the consultation outcome with the patient
How are you feeling?

  • Thoughts from a patient’s perspective
  • Thoughts from a GP or clinical perspective
How will the GP and Clinicians role change with Video Consultation?

  • Clinical outcomes and diagnosis
  • Referrals to allied healthcare professionals and other internal and external clinical team members e.g. physician associates, paramedics etc.
Practical Session

This will be based on real scenarios and will be an opportunity for participants to develop new techniques to deal with Video Consultation patient interactions. The emphasis will be on developing confident communication skills.

Summary and Q&A
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Contact the PMA now

If you would like more information about any of our workshops, the timings or adapting our programmes to your local needs / requirements, please call 0330 111 6459 or email

Please note that all workshops are delivered online as web workshop sessions – however, if you require face to face workshops, please get in touch and we will be happy to discuss this.

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