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Switch option, mid-appointment, from telephone to video consultation.

by Will Gregory | May 23, 2020 | in Rheumatology

We've switched almost all our consults to telephone. We are now adding in an option for video consult. Rheumatology assessment often requires a visual component. However, patients may not be familiar with video consult or struggle with engaging with new technology. We have a process to rapidly switch to video consult during our telephone appointments. The familiarity of a phone call is the start point, but should the assessment lead to a requirement for visuals then a very quick switch to video is instigated.

Initially trialed by our hand therapy / Rheumatology OT team the feedback from first 8 patients is very enouraging: "Very clear, was amazing, 100% good, just like face to face", "A bit difficult showing him on the video but got there in the end", "A lot easier having video than face to face"

What is needed to sustain the change?

What is your region?

No answer chosen

edited on Jul 13, 2020 by Kyle Beacham
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Heather Harrison May 23, 2020

We have also been offering only telephone or video consultation. Video appointments have had positive feedback back from both patients and clinicians.

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Kate Southall Jun 3, 2020

Hi Will, which platform are you using for your video consultations? I am finding that when patients are required to download an app prior to consultation, a lot of time is lost in the practicalities of setting up. I also like to use this mixed appointment option but was very interested with your description of being easily able to transfer between telephone and video.

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Will Gregory Jun 3, 2020

Hi Kate, yes this is a good point. Having had our first option for video consult fail at early trial we are now on AccuRx. I'm not a salesman here, but, one of it's key properties is that there is no need for any patient to download anything - it is just a link to click to get them into the virtual consult room. For this reason it does work well for switch during consult. Asking your patient to click the link and then the "connect" button and then you are in - it's usually a 20 second process

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Kate Southall Jun 4, 2020

That is interesting. We have the option of MS Teams, Attend Anywhere and AccuRx. The first two require only an internet connection and a link whereas when we use AccuRx, patients are required to download the Whereby App, which does add considerable time to the interaction (and consternation with some patients where they have low computer/smartphone literacy). However, it is still our platform of choice for most video consultations whereas MS Teams would often be preferable where the client is vulnerable- eg cared for children or older people in residential care. I do not know if you have any work with prisoners, but again, this format would be preferable where mobile phones are not permitted.

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Will Gregory Jun 4, 2020

Hi Kate, this is odd as the accuRx platform for us doesn't require any patient download (but it does work via Whereby app) perhaps different Trusts have different versions of AccuRx? (ours is called AccuRx Fleming). Agree we will need to consider different apps for different situations, and to share best-practice / top tips on this nationally.

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Greta McLachlan Jun 12, 2020

Status labels added: Choice, Investment In Technology, Patient Activation, Patient Selection, Technology (Software/ Apps), Telephone Advice, Telephone Consulting, Video Consulting, Virtual Consulting, Horizon 1

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Greta McLachlan Jun 15, 2020

Status labels added: Home Working / Remote Working, Horizon 2

Status label removed: Horizon 1

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Greta McLachlan Jun 15, 2020

The idea has been progressed to the next milestone.

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Greta McLachlan Jun 15, 2020

Status label added: Upskilling Of Staff

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Kyle Beacham Jul 13, 2020

Status labels removed: Choice, Home Working / Remote Working, Investment In Technology, Patient Activation, Patient Selection, Technology (Software/ Apps), Telephone Advice, Telephone Consulting, Upskilling Of Staff, Video Consulting, Virtual Consulting

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