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Video consulting in NHS Wales rated highly by patients and clinicians
Bwrdd Iechyd Prifysgol Bae Abertawe Swansea Bay University Health Board Bwrdd Iechyd Prifysgol Caerdydd a’r Fro Cardiff and Vale University Health Board
Bwrdd Iechyd Prifysgol Aneurin Bevan University Health Board
Video consulting in NHS Wales rated highly by patients and clinicians Bwrdd Iechyd Prifysgol Cwm Taf Morgannwg University Health Board
Bwrdd Iechyd Prifysgol Betsi Cadwaladr University Health Board Bwrdd Iechyd Addysgu Powys Powys Teaching Health Board Ymddiriedolaeth GIG Prifysgol Felindre Velindre University NHS Trust
Bwrdd Iechyd Prifysgol There has been significant increase Hywel Dda University Health Board in the uptake of video consulting in health and care services across Wales as a result of COVID-19. However this widespread transformation has created Iechyd Cyhoeddus the need for consistent and objective Cymru evaluation of the use, benefits and Public Health Wales Key results from the latest challenges of digital innovations in evaluation report show that healthcare across Wales. the most reported benefits by As part of the nationwide rollout of the NHS Wales Video Consulting (VC) Service, Ymddiriedolaeth GIG Gwasanaethau Ambiwlans Cymru Welsh Ambulance Services patients were ‘lowered infection rate’ (94.2%) and ‘saved travel the TEC Cymru team embedded evaluation NHS Trust and parking’ (92%). Clinicians right from the start to understand how agreed with these benefits, but it was being used, as well as challenges, also noted other benefits such as benefits, user satisfaction and frustrations. ‘reduced waiting times’ (68.6%) This was delivered by a programme of and ‘more efficient use of their end-of-call surveys for both patients clinical time/space’ (74.8%). and clinicians, as well as conducting 1:1 interviews. The team has had an incredible 50,000+ user responses from an increasingly wide range of health and care settings, including dental practices, prisons and care homes. To paint a realistic picture of how VC was being used and received in Wales, the team was keen to capture qualitative and quantitative data, enabling them to identify ways to continually improve the service. Gemma Johns, TEC Cymru’s Research & Evaluation Lead said: “In our latest report, we have been able to deep-dive into patient and clinician experiences, identifying how the benefits clearly outweigh the challenges. We have been able to demonstrate how well VC is working for our Welsh patients and clinicians, and have also had the opportunity to challenge many assumptions on digital exclusion in Wales.” Insight from this wealth of data meant the team could go back to policy makers to help inform future decisions on how VC was impacting ways of working in NHS Wales, and the sustainable use of VC moving forward. This wouldn’t have been possible without such a detailed evidence base of real life data.
“This useful evaluation shows promising results on the use of video consultation in healthcare settings. It’s encouraging to see that this service has been highly rated by both patients and clinicians and I hope that it will continue to be used and developed beyond the pandemic to allow wider access to healthcare services.”
Eluned Morgan
Welsh Government Minister Health & Social Services
With over 250,000 video consultations having taken place so far and the consistently high satisfaction rates among clinicians and patients, Welsh Government are looking at the longer term options for the sustainable use of video appointments as one of the ways health and care services will be delivered in Wales.
