Key Points

Please take a moment to review these points, reflect on their significance and consider how they apply to your own experiences.

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• Consultation mode defines how patient and clinician will communicate and impacts safety, privacy, identity verification and ability to examine.
• Common modes: online/written request, telephone, video, face-to-face at surgery, and face-to-face at home.
• Always assess whether the patient can use the proposed mode and whether the local pathway permits it.
• Check for clinician-requested modes and any recorded language, hearing, sight, learning disability or neurodiversity needs.
• Verify contact details (phone, email, video link) and record communication barriers in the patient record.
• Have clear local steps for when patients cannot complete online forms, lack video capability, have no private phone access, or need communication support.
• Include contingency planning: what to do if the chosen mode fails and how to escalate to a supervisor if needed.
• Do a booking safety check that confirms mode suitability, documents access needs, and informs the patient of any changes or next steps.