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Telephone and video consultations in general practice: Flowcharts
Last revised: 04 Sep 2023
Patient rings practice to make appointment and either requests telephone or video consultation or is advised by reception staff/GP what the best option is
Appointment time and date is made
Determine (as far as possible) that a telephone/video consultation is appropriate for the patient at the time
A telephone consultation may have been booked, but it might be that a video consultation is more appropriate for the particular patient.
Ensure your consulting room is set up to afford visual and audio privacy and that external sources of noise are minimised
Test your technology
Contact the patient for appointment (call or invite patient)
Confirm audio and visual (if applicable) quality is satisfactory
GP confirms own identity and verifies patient identity (if a telephone consultation) and any necessary introductions are made if the patient has a support person present
Ask the patient to confirm verbally that they provide informed consent for the consultation to take place via telephone or video call, and that they are happy to assign the patient rebate to the GP (if using bulk-billed items)
Check the patient is okay to proceed, and provide any reassurance about privacy/confidentiality from your end if they are anxious about this. Check if they are in a private space and not broadcasting their consultation to others nearby (eg using a hands-free telephone in a car with others)
Begin consultation with the patient
Carefully summarise the key points of the consultation, including any agreed follow-up required from the GP or patient (eg booking another appointment; providing prescription, request or referral)
Electronic prescribing now enables providers to send prescriptions directly to patients via SMS or email. Before you end the consultation, ensure the patient is aware of this process and the actions they need to take. If the patient would prefer a paper prescription, they can arrange to pick it up, or have someone pick it up on their behalf, from the practice
Ask the patient if they have any questions, would like to provide any further information or need anything clarified
The patient may have forgotten to tell you something important or misheard something you said. Check with the patient for any missing information or possible misunderstanding.
Ask the patient if they would like to use telephone/video for future appointments
Advise the patient that you will be ending the phone call/video connection
Undertake any follow up (eg sending referrals, requests, prescriptions) you were not able to action during the consultation
Ensure the patient’s health record is up to date with consultation notes and actions from the telephone/video appointment, including that it was conducted via telephone/video consultation
Record any technical malfunctions and report to designated person if applicable
Did you know you can now log your CPD with a click of a button?