The NHS, like health systems around the world, is turning to telehealth to address some of its biggest challenges—staffing pressures, growing demand, and the drive towards Net Zero. Yet even with clear benefits, getting clinicians fully on board with virtual consultations remains tricky.
Through my research on clinicians’ experiences with video consultations in community health, it’s clear that this isn’t just about technology. It’s about trust, confidence, and culture. Many clinicians still have mixed feelings, despite telehealth becoming more common during and after the pandemic.
So, what’s behind this hesitance? And more importantly, how can healthcare providers help clinicians feel more at ease with virtual care?
The discomfort of losing control
Clinicians are used to being in command of the consultation space. The physical environment—clinic rooms, patient cues, examination tools—all create a sense of control. Video consultations disrupt this. It’s harder to manage subtle details on screen: background distractions, poor lighting, weak internet connections, or simply missing the non-verbal cues we rely on in face-to-face care.
In my interviews, several clinicians compared this to being asked to “diagnose in the dark.” One community nurse described how virtual consultations left them second-guessing themselves when a patient’s home setting was chaotic or when video clarity was poor.
Fear of looking unprofessional
Confidence is central to the clinician-patient relationship. Yet clinicians worry that fumbling with telehealth platforms could damage trust. During my fieldwork, a clinician mentioned feeling “technologically clumsy,” anxious about freezing screens or missed clicks, and how it left them feeling exposed in front of patients.
Patients pick up on this unease. If their doctor struggles to navigate a video call, it’s easy for them to question the quality of care. Clinicians want to look assured, and the fear of appearing incompetent with technology creates friction.
The Covid-19 scars
Let’s be honest: many clinicians’ first experience of telehealth during the pandemic was chaotic. The rapid shift meant most were left to make do with basic tools—often without much guidance. Several clinicians in my research mentioned how hastily rolled out systems during Covid-19 left a sour taste.There were stories of patients staring blankly at the ceiling, poor audio ruining complex conversations, and the all-too-familiar “you’re on mute” chorus. For some, that early chaos cemented a belief that telehealth equals frustration.
“Is this really good medicine?”
A recurring theme is scepticism over the clinical quality of virtual care. Many clinicians remain cautious, especially when it comes to physical exams. A community matron I spoke to shared concerns about missing signs they would normally pick up through touch or close observation.While studies increasingly show telehealth’s effectiveness for certain conditions, there’s still a cultural undercurrent that sees virtual care as inferior. This mindset is deep-rooted, shaped by years of training where in-person consultations are the gold standard.
Assuming patients aren’t interested
Some clinicians assume patients simply don’t want telehealth. But this often reflects the views of the most visible patients—those who are able and willing to attend in-person appointments.Yet telehealth’s biggest benefits may be for those who aren’t showing up: the isolated elderly, parents juggling childcare, people with disabilities, or those living in rural areas. One clinician told me that when they finally offered video consultations to housebound patients, the uptake was far higher than expected.
Helping clinicians overcome these barriers
Through my research and practice, here’s what’s becoming clear: winning clinicians’ trust in telehealth means more than dropping in new tech. It’s about shaping culture, providing practical support, and co-designing solutions.One of the most effective strategies is involving clinicians early. When they help shape telehealth workflows—deciding how pre-consultation prep, patient ‘rooming,’ and follow-ups happen—they regain control.
A consultant I interviewed described how their confidence grew after helping co-create a virtual care pathway that actually mirrored their usual clinic process.
Training also plays a huge role. It’s not just about teaching how to use software; it’s about building confidence in webside manners, virtual assessments, and knowing when to switch from virtual to in-person care. When clinicians see this as a skillset—rather than a tech chore—they become far more engaged.We also need to talk openly about the past. Many clinicians’ frustrations stem from the rushed Covid-19 rollout. Acknowledging this shared history, and showing how telehealth now looks very different—more structured, more supported—goes a long way in rebuilding trust.
Crucially, sharing data makes a difference. Clinicians want to see evidence. Sharing local patient satisfaction surveys or usage statistics helps debunk myths about telehealth being unpopular or ineffective. In my own project, once clinicians saw that patients were rating virtual consultations highly—and that DNAs (Did Not Attend rates) were dropping—they became more open to giving it another chance.
Finally, developing clear clinical guidelines is vital. When there’s uncertainty about what’s appropriate for telehealth and what isn’t, clinicians will default to face-to-face. But when teams agree on criteria together—led by clinical governance teams or medical directors—they gain confidence that virtual care has a defined place in their practice.
Telehealth: not a replacement, but an essential tool
Telehealth isn’t here to replace in-person care. It’s one more tool in a clinician’s kit—sometimes the right choice, sometimes not. What’s clear from my research is that, when implemented thoughtfully, virtual consultations can strengthen care, reduce inequalities, and empower both clinicians and patients. The key lies in listening to clinicians. It’s about giving them the training and systems to feel in control again. Additionally, evidence and collaboration show them that telehealth works.
And often, it’s not a choice between virtual and in-person, but between virtual and no care at all. For the patients who can’t easily make it to the clinic, telehealth might just be the difference between being seen and being missed.
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