Video conferencing

Video conferencing

Video conference is a method of communication involving a live visual connection between two or more people in different locations.

A video consultation involves a pharmacy team member and a patient.

Video conferencing can also occur between professionals from the same or another organisation.

Guidance, factsheets and tips


NHS have published a quick step-by-step guide aimed at NHS staff (pdf) which covers practical tips on running a video consultation. A similar guide is also available for patients (see the ‘Patient-facing comms’ section of this webpage).


Pharmacy teams using video consultation should consider:

  • the benefits with a strong and reliable WiFi connection;
  • hardware (e.g. webcams, laptops mobile devices etc);
  • software (see the ‘Supplier list’ section);
  • training; and
  • scheduling (e.g. whether consultations will be performed within set times each day and scheduled appointments be set-up, what systems are used to manage scheduled appointments?).

Patient-facing comms

The NHS website video consultations webpage sets out for patient scenarios where video consultation may be used.

NHS guidance on ‘Video consulting with your NHS is a quick step-by-step guide for patients‘ (pdf) explains the benefits of a video consultation and provides practical guidance on how to start, have and finish a video consultation.

Data security

NHS Digital has highlighted guidance produced by the Information Governance Alliance (IGA): Using videoconferencing for service user consultations  (pdf, version 1.0 updated 2016).

NHSX set out their position on video conferencing during the ongoing pandemic:

“We encourage the use of video conferencing to carry out consultations with patients and service users. This could help to reduce the spread of COVID-19. It is fine to use video conferencing tools such as Skype, WhatsApp, Facetime as well as commercial products designed specifically for this purpose.

The consent of the patient or service user is implied by them accepting the invite and entering the consultation. But you should safeguard personal/confidential patient information in the same way you would with any other consultation.”

Lists of systems including approved ones

NHS Digital maintains a list of systems have been assured and comply with the high standards set in the GP IT Futures framework.

NHSX and NHS Digital have also highlighted that other solutions (e.g. Skype, WhatsApp, Facetime) can be used during the pandemic (see section above) where appropriate.

Video consultation supplier

(approved by NHS Digital)

Solution Notes if applicable
Aire Logic



AllDayDr Group  AlldayDr for pharmacy

Solution 1. Rapid VC

Solution 2. Doctorlink

EMIS Health

Online (and video) Consult

Video Consult

Anywhere Consult

Pharmacy teams may try for free for 12 weeks
Evergreen Life Evergreen Life
iPLATO iPlato Remote Consultation
Medloop Patient Optimiser
MyMed Q doctor  –
Push Dr  Online consultation platform
Targett Business Technology RIVIAM Secure Video Services
Silicon Practice FootFall
TPP SystmOne

Many other solutions are also available.

Choosing your solution

When choosing a solution to use or test out you should consider:

  • usability for your pharmacy team and for patients;
  • will there already be patient familiarity;
  • reputational factors; and
  • data security factors.

NHSmail MS Teams

NHSmail users were notified that Microsoft Teams usage had been enabled for them from March 2020 onwards.

Microsoft Teams includes some video conferencing functionality.

Read more at: NHSmail and

If you have queries about pharmacy usage of NHSmail Microsoft Teams please contact

Local schemes and LPC info

Local commissioners in some areas may support video con initiatives such as:

  • testing or roll out of video consultation services;
  • provision of equipment or solutions that enable delivery of video consultation; and
  • pilots to capture learnings, or capturing lessons from those pharmacy contractors who already offer video consultations.

Local Pharmaceutical Committees (LPCs) which are incorporating video consultation into their service strategy can find information on this webpage and can also provide updates or ask queries to PSNC’s Community Pharmacy IT Lead, Dan Ah-Thion.

Liability and insurance

Community Pharmacy IT Group (CP ITG) discussed at its June 2020 meeting that there would be a benefit with additional clarity about whether National Pharmacy Association (NPA) indemnity insurance covered video consultation.

NPA Senior Legal Executive confirmed the position:

“NPA indemnity insurance extends to cover video / phone consultations which either take place within the registered pharmacy premises or away from the pharmacy premises when undertaken by the Pharmacist. We expect Pharmacists and their teams to follow all GPhC advice and guidance in relation to delivering such consultations either within the pharmacy or remotely. Pharmacists must be cognisant of the added risks of undertaking consultations and prescribing remotely.”

See also: pdf version of this statement.

Further info

If you have queries on this webpage or you require more information please contact

Getting involved: PSNC and CP ITG would like to hear about your experiences and your views about use of video consultations to best service patients. Contact, PSNC’s Community Pharmacy IT Lead or if you would like to feed in or take part with piloting or usage of video consultation.



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