How Care Homes Can Implement Virtual GP Consultations

Written by Sarah Mitchell, Care Technology Advisor, 12 years of experience in social care technology. Read more from Sarah on her author page.

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A GP visit used to mean a long wait. A resident sits in a chair for an hour. They feel tired and worried before the doctor even walks in. Virtual GP consultations change this. A resident can see a doctor from their own room in minutes. No car journey. No waiting room. No stress.

For care homes, this is not a small extra. It is becoming the normal way to get medical help fast. This guide shows you how to set up virtual GP consultations step by step. You will learn what equipment you need, how to train your staff, and how to avoid the mistakes that trip up new services.

What Are Virtual GP Consultations?

A virtual GP consultation is a video call between a resident and a doctor or nurse practitioner. A staff member usually sits with the resident to help. The GP can see the resident, ask questions, and check symptoms on screen.

These calls can cover many things. A doctor can review a rash. They can check on a chest infection. They can change a medication. They can do a follow up after a hospital stay. Some calls even support end of life care, so families and residents get comfort without a long drive for the doctor.

The NHS has published clear guidance on how remote consultations should work in health and care settings. It sets out what good remote care should look like, and care homes can use this as a starting point, as explained by NHS England.

[Image: A tablet screen showing a video call between a resident and a GP — alt text: "Video call screen showing a virtual GP consultation with a care home resident"]

Why Care Homes Need Virtual GP Consultations

Fewer Trips to Hospital

Every trip to hospital is hard on an older resident. It means a long wait, a strange room, and often a long day. For someone with dementia, this can be frightening. Virtual GP consultations catch problems early. A doctor can look at a resident today instead of in three days. This often means smaller problems get treated before they turn into a hospital admission.

The Care Quality Commission has looked at how care homes can lower unplanned hospital admissions. Good use of remote healthcare is one of the ways homes are doing this well.

Faster Access to Care

Getting a GP to visit a care home in person can take days. A phone call to a GP surgery often means a long wait on hold. A virtual consultation can happen the same day, sometimes within the hour. Staff request a slot, log in, and the doctor sees the resident on screen. This speed matters most when someone is unwell and getting worse fast.

Less Strain on Staff

Booking transport, arranging escorts, and waiting at a GP surgery all take staff time. That is time away from other residents. Virtual GP consultations free up hours in the week. Staff stay on site, and the call happens in a quiet room instead of a car and a waiting room.

 

How to Set Up Virtual GP Consultations in a Care Home

Setting this up well takes more than buying a tablet. Here is a clear path to follow.

Step 1: Check Your Internet and Equipment

A virtual GP consultation needs a strong, stable internet connection. If your wifi drops out during a call, the doctor cannot see or hear the resident properly. Test your connection in the room you plan to use, not just in the office.

You will also need a tablet or laptop with a camera, a microphone, and a private space with good lighting. Our telehealth equipment checklist walks through exactly what to buy and what to avoid.

Step 2: Choose the Right Video Platform

Not every video call app is safe to use for medical care. The platform must keep patient data private and secure. It must also follow data protection rules. The Information Commissioner's Office sets out what care providers must do to keep health data safe when using new technology.

Look for a platform built for healthcare, not a general chat app. It should let staff book slots, store notes safely, and give the GP a clear view of the resident.

Step 3: Train Your Staff

Staff need two kinds of training. First, they need to know how to use the tech itself, how to log in, how to fix a frozen screen, how to angle the camera. Second, they need to know how to support the resident during the call, how to explain what is happening, and how to reassure someone who feels nervous.

Our staff training resources cover both of these areas, with short sessions your team can complete in an afternoon.

“Digital technology has the potential to transform the way care is delivered, helping people access the right support at the right time and in the right place.”

— Sarah Woolnough, Chief Executive, The King’s Fund

Step 4: Set Clear Consultation Protocols

Decide who can request a virtual consultation and when. Decide what information staff must gather before the call, such as blood pressure, temperature, or a list of symptoms. Decide who sits in on the call and how notes get written up afterward.

Clear protocols stop confusion later. Our guide to remote patient monitoring shows how some homes link vital sign checks directly to their virtual consultation process, so the GP sees real numbers, not just a description.

Step 5: Involve Residents and Families

Tell families what is changing and why. Most families are relieved to hear their loved one can see a doctor faster and without a stressful trip. Get consent where needed, and explain the process to residents in plain, simple words. Some residents will want a family member on the call too, and most platforms allow this.

 

Step 6: Review and Improve

After a few weeks, look at what is working. How many calls happened? Did any get cancelled because of tech problems? What do staff and residents say about the process? Use this feedback to adjust training or change your protocols.

If you want help setting all of this up properly, our virtual care solutions page shows how our team supports homes through the whole process, from choosing equipment to training staff.

 

Overcoming Common Challenges

Technology Problems

Poor wifi and old devices are the most common reason a virtual consultation fails. Test your setup before you rely on it for a real call. Keep a backup device charged and ready. The Royal College of General Practitioners has written practical advice for clinicians and care settings on running smooth remote consultations, and much of it applies just as well to the care home side of the call.

Staff Resistance

Some staff feel unsure about new technology, especially if they have used the same routine for years. This is normal. The best fix is a buddy system, where a confident staff member sits with a nervous one for their first few calls. Most staff feel comfortable within a week.

Resident Confusion or Anxiety

Some residents, especially those living with dementia, may find a screen confusing at first. Keep the same staff member present for each call so the resident sees a familiar face. Explain simply what is happening, such as "the doctor wants to see how you are today." Short, calm sentences help far more than long explanations.

 

What Good Practice Looks Like

Good virtual GP consultations do not feel rushed or robotic. Staff prepare the resident beforehand. The room is quiet and private. Notes from the call go straight into the resident's care plan. Families are kept informed. And every consultation is treated with the same care as an in-person GP visit.

There is a good reason to follow this closely. Skills for Care has set out standards for good practice when care providers bring in new technology, and virtual consultations fit within this wider approach to safe, person centred care.

Frequently Asked Questions

Do virtual GP consultations replace in-person visits completely?

No. Virtual consultations work alongside in-person visits. Some conditions still need a hands-on exam, so a doctor may still visit or ask for the resident to attend the surgery. Virtual calls handle the cases where a screen is enough, which is more often than people expect.

Is it safe for residents with dementia?

Yes, with the right support. A familiar staff member should sit with the resident throughout the call. Short, simple explanations and a calm room make a big difference. Many homes find residents with dementia settle into video calls well once they get used to the routine.

What happens if the internet goes down mid-call?

Good planning covers this. Keep a backup device on 4G or a mobile hotspot ready to go. Staff should also have the GP surgery's phone number so the call can continue by phone if video fails completely.

Do families need to give consent?

In most cases, yes, especially if a family member holds power of attorney for health decisions or if the resident cannot consent themselves. Always check your safeguarding lead and local policy before you begin using virtual consultations.

How much does it cost to set up?

Costs vary depending on your current internet setup and how many devices you need. Many homes already have suitable internet and only need a tablet, a stand, and a secure video platform. Ongoing costs usually come from a subscription to the video platform itself.

Final Thoughts

Virtual GP consultations are not a passing trend. They are becoming a normal part of how care homes look after residents. Done well, they mean faster access to a doctor, fewer stressful hospital trips, and less strain on your staff. Done badly, with no training and no plan, they cause confusion and frustration.

Start small. Test your tech. Train a few staff first. Build clear protocols. Then grow the service across your home.

If you want help bringing virtual GP consultations into your care home, book a free consultation with our care technology team, and we will walk you through the whole setup from start to finish.