Virtual conferencing & remote consultations
Published on: 27th April 2020 | Updated on: 13th January 2026
Video or audio conferencing allows two or more people in different places to communicate in real time. During recent years, these tools have become a routine part of NHS and community pharmacy work, including virtual meetings and remote consultations. Common platforms include Microsoft Teams, Zoom and bespoke pharmacy and healthcare options.
A remote consultation lets a pharmacy team member speak with a patient via video or audio, rather than meeting in person.
When clinical services can be provided remotely or off-site
The table below explains when services may be delivered outside the pharmacy premises and when remote consultations are permitted. If you are planning to provide a service off-site or remotely, please read the relevant service webpage and service specification first.
| Service |
Is off-site provision allowed?
(Pharmacy staff face-to-face with the patient, but not on the pharmacy premises) |
Are remote consultations allowed from the pharmacy premises? (Pharmacy staff at the pharmacy with the patient elsewhere, via audio or video consultation) | Are remote consultations allowed from off-site? (Pharmacy staff are off-site, not at the pharmacy premises with the patient also being elsewhere, via audio or video consultation) |
| Appliance Use Reviews | Yes – read the information on our service webpage and the Secretary of State Directions for the detailed requirements related to off-site provision | Yes – read the information on our service webpage and the Secretary of State Directions for the detailed requirements related to remote consultations | No |
| Discharge Medicines Service | No | Yes – read the information on our service webpage and in the Terms of Service for the detailed requirements related to remote consultations | No |
| Flu vaccination service | Yes – read the information on our service webpage and the service specification for the detailed requirements related to off-site provision | Not applicable | Not applicable |
| Hypertension Case-Finding Service | Yes, on an occasional basis, where prior consent has been obtained from the Integrated Care Board. See further information on our service webpage and in the service specification | Not applicable | Not applicable |
|
|
No
|
Yes. Pharmacy staff at the pharmacy can check a patient’s eligibility for LFD supply via phone or other remote means. The test kits could then be collected by the patient or a representative (except in the case of distance selling premises pharmacies (DSP), where collection from the premises is not allowed, but the DSP can deliver the test kits to the patient, at no cost to the patient) | No |
| New Medicine Service | Yes, in a patient’s home. Read the information on our service webpage and the service specification for the detailed requirements related to provision in a patient’s home | Yes – read the information on our service webpage and the service specification for the detailed requirements related to remote consultations | Yes – read the information on our service webpage and the service specification for the detailed requirements related to remote consultations |
| Pharmacy Contraception Service | No | Yes – read the information on our service webpage and the service specification for the detailed requirements related to remote consultations | No |
| Pharmacy First Service | No | Yes, but with exceptions – read the information on our service webpage and the service specification for the detailed requirements related to remote consultations | No |
| Smoking Cessation Service | No | Yes – read the information on our service webpage and the service specification for the detailed requirements related to remote consultations | No |
| COVID-19 vaccination service | Yes, where NHS England provide consent to this – read the information on our service webpage and the service specification for the detailed requirements related to off-site provision | Not applicable | Not applicable |
|
RSV and Pertussis Vaccination Service
|
No | Not applicable | Not applicable |
Guidance and resources on remote consultations
Pharmacy owners should review the following before offering remote consultations:
- NHS Remote Consultations Guide for Pharmacy Teams
- NHS guidance on video conferencing and consultation tools
- Video consulting with your patients: quick guide for NHS staff (University of Oxford / NHS)
- Video consulting with your NHS: quick guide for patients (University of Oxford / NHS)
- NHS website video consultations information for patients
- Remote consultations: how pharmacy teams can practise them successfully (Pharmaceutical Journal)
Key points for pharmacy owners to consider:
- the strength and reliability of your pharmacy WiFi
- hardware needs such as webcams, headsets, laptops or mobile devices
- the remote consultation software you plan to use
- training needs for your team
- how you will schedule consultations, for example, fixed sessions or an appointment system
- confirmation that your indemnity insurance covers remote consultations
Choosing a remote consultation system
When selecting a remote consultation system, consider:
- how easy the system is for both your team and your patients to use
- whether patients may already be familiar with the platform
- cost and value for money
- the quality of the experience from a patient perspective, including any reputational risks
- the strength of data security features
NHS guidance advises that a risk assessment should be completed before choosing a system.
Note: NHS England previously provided a list of products that meet the standards for the Digital First Online Consultation and Video Consultation framework. However, that programme was not renewed for 2025 and onwards.
NHS.net Connect Microsoft Teams
All pharmacy NHS.net Connect (formerly NHSmail) users can use Microsoft Teams at no additional cost. Your team can download the Teams app to pharmacy computers or mobile devices and use it for audio, video and messaging with NHS.net users both inside and outside your organisation.
See our NHS Microsoft Teams and upgrade factsheet for more information.
For more information on this topic please email it@cpe.org.uk
