Telehealth & Remote Consultation Policy

1. Introduction

Marylebone Diagnostic Centre (MDC) provides secure, safe and clinically appropriate telehealth consultations to support patients who require remote result explanations, health reviews, or pre-assessment discussions.

Telehealth is offered as an extension of our in-clinic services and is governed by the same professional, ethical and legal standards as face-to-face care.

This policy applies to video consultations, telephone consultations, secure messaging, and digital communication used for clinical purposes.

Aligned with:

• GMC Good Medical Practice
• GMC Remote Consultations & Prescribing Guidance
• CQC Remote Care Requirements
• UK GDPR & Data Protection Act 2018
• ICO Digital Communication Standards

2. Purpose

This policy ensures that remote consultations at MDC are:

• Safe
• Clinically appropriate
• Confidential
• Documented accurately
• Delivered by qualified clinicians
• Fully compliant with UK regulatory and data protection requirements

3. Scope of Telehealth at MDC

Remote consultations may be used for:

• Reviewing test results
• Explaining clinical findings
• Follow-up discussions
• Lifestyle, fertility, and hormonal counselling
• Pre-appointment triage
• Determining suitability for in-clinic services

Remote consultations cannot replace face-to-face assessment when an examination is essential.

Telehealth will not be used for:

• Emergencies
• Acute severe symptoms
• Situations requiring physical examination
• Prescribing high-risk medication without appropriate checks

4. Patient Consent

Participation in telehealth requires verbal or written consent.

Patients must be informed of:

• The nature of remote care
• Any limitations of virtual assessment
• How their data will be used and stored

Consent is recorded in the medical record.

5. Clinical Safety & Appropriateness

Clinicians must assess whether remote consultation is appropriate for the patient’s clinical need.

Remote care is not permitted if:

• Physical examination is necessary
• There is a risk of safeguarding concern
• Identity cannot be verified
• Communication barriers make remote assessment unsafe
• Symptoms suggest emergency or urgent care needs

Clinicians retain the right to end a remote consultation if safety is compromised.

6. Patient Identification

Before proceeding, clinicians must confirm:

• Full name
• Date of birth
• Address
• Photo ID when appropriate (e.g., sensitive matters)

Identity checks protect both the patient and MDC.

7. Confidentiality & Data Security

Telehealth at MDC follows strict confidentiality standards:

• Consultations conducted in private rooms
• Secure, encrypted platforms
• No recording of sessions unless explicitly consented to in writing
• Clinicians must not use personal devices to store clinical information
• All records entered into MDC’s secure clinical system

Patients are reminded to attend telehealth appointments from a private, quiet location.

8. Documentation

Clinicians must document the consultation clearly, including:

• Clinical history and findings
• Advice given
• Risks explained
• Consent obtained
• Limitations of remote assessment
• Any safeguarding considerations
• Follow-up arrangements

Documentation must match the standard of in-person clinical notes.

9. Safeguarding During Remote Consultations

Clinicians must remain alert to:

• Signs of coercion
• Emotional distress
• Background voices or interruptions
• Concerns about environment or safety

Where concerns arise:

• The consultation may be paused or ended
• The DSL (Designated Safeguarding Lead) must be notified
• Appropriate escalation will follow

Safeguarding overrides confidentiality.

10. Technology Requirements

MDC uses encrypted, compliant platforms for remote care.

Patients must have:

• Stable internet connection
• Camera and microphone access (for video)
• A private environment

If technology fails, MDC will:

• Attempt reconnection
• Convert appointment to telephone
• Reschedule if needed

11. Payments & Booking

Telehealth consultations:

• Must be booked in advance
• Are chargeable private medical services
• Follow MDC’s standard payment and cancellation terms

Invoices and receipts are handled through MDC's secure billing system.

12. Limitations of Telehealth

Patients are informed that remote consultations:

• May not allow complete assessment
• Cannot replace hands-on clinical examination
• May require follow-up in person
• Should not be used in emergencies
• Cannot guarantee diagnosis without tests or physical review

MDC clinicians will advise when an in-clinic appointment is necessary.

13. Prescribing Through Telehealth

MDC may prescribe through remote assessment only when clinically safe and appropriate.

Clinicians must ensure:

• Adequate history
• Confirmation of identity
• Access to relevant test results
• No contraindications

High-risk medications require face-to-face assessment unless exceptional circumstances apply.

14. Patient Responsibilities

Patients must:

• Provide accurate information
• Ensure a private consultation environment
• Use technology safely
• Follow clinical advice
• Attend follow-up appointments when required

15. Complaints & Feedback

Telehealth consultations are covered under the MDC Complaints Policy.

Patients can provide feedback at any time to support service improvement.

16. Policy Review

This policy is reviewed annually or earlier if regulations or service models change.

Approved by:
Clinical Governance Committee – Marylebone Diagnostic Centre