Communication settings and skills for video consultation in primary care

Video consultations, though not a new innovation in healthcare, gained rapid prominence in primary care during the COVID-19 pandemic. The accelerated adoption of video consultations allowed general practitioners to remotely assess patients while reducing infection risks. While video consultations provide the benefit of non-verbal communication compared to other remote modalities like telephone, they are not a simple replication of face-to-face encounters. Video consultations have proven to be a valuable tool in certain contexts, augmenting remote consultations through enhancing communication and clinical assessment. Visual cues enable basic physical assessments and foster a more human connection, providing insights into the patient’s home environment. They are especially valuable in the initial triage of patients, in managing chronic diseases, conducting mental health assessments and providing follow-up care. However, challenges related to technology, connectivity and training have hindered the widespread, effective implementation of video consultations. This chapter outlines the importance of clinician preparation, including ensuring a distraction-free environment, appropriate camera set-up and maintaining patient rapport through verbal engagement. Training in video consultation skills is crucial to avoid over-prescribing, over-investigation or miscommunication. Video consultation requires a system approach with procedures in place for dealing with dropped calls, medical emergencies and patients leaving a video consultation.