Video consultations were introduced quickly during the pandemic, and for many clinicians, it was a learning experience with little guidance. Some adapted well, while others struggled. Why? A big part of the answer lies in organisational support—or the lack of it.
My research shows that when healthcare teams have proper training, clear policies, and strong IT support, video consultations are more likely to be used effectively. Without these, many clinicians either avoid them or use them reluctantly.
Why Training Matters
Most clinicians in my study didn’t receive formal training on how to conduct video consultations. Many had to figure it out on their own. Some shared that they felt unsure about how to manage remote consultations, especially for more complex cases.
💬 “We were never really told when to use video, when to stick to phone calls, or when to insist on face-to-face. We just had to work it out ourselves.”
When clinicians don’t feel confident, they are less likely to use video consultations. Structured training on how to assess patients remotely, how to pick up on non-verbal cues, and how to manage technical issues could make a big difference.
The Need for Clear Policies
Some clinicians also mentioned the lack of clear guidelines. Who decides if a consultation should be done by video, phone, or in person? How do you handle safeguarding concerns when a patient is not physically present?
Some found themselves making these decisions on their own, without clear direction from their organisation.
💬 “It felt like we were expected to just get on with it, but there was no real framework to say how it should fit into daily practice.”
Without clear policies, video consultations become a grey area—something that’s available, but not properly embedded into the way healthcare is delivered.
IT Support Can Make or Break Virtual Consultations
Even when clinicians want to use video consultations, technical problems often get in the way. My research found that unreliable systems, connectivity issues, and poor integration with existing workflows are common barriers.
💬 “If the system crashes mid-call, you lose confidence in it. Patients do too.”
When IT teams provide quick support, reliable software, and proper integration with patient records, video consultations become much easier to use. When technology is unreliable, clinicians are more likely to abandon video calls and stick to phone or in-person visits instead.
What Needs to Change?
If video consultations are going to be a lasting part of community healthcare, organisations need to:
✅ Provide proper training – so clinicians feel confident using video for different types of consultations.
✅ Develop clear policies – so there’s consistency in how and when video consultations are used.
✅ Strengthen IT support – so clinicians don’t waste time dealing with unreliable systems.
Without these, video consultations will remain an underused tool, despite their potential to make healthcare more accessible and efficient.
What do you think? Have you faced similar challenges with virtual consultations? Let’s discuss.
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