The four NHS areas featured in this article have one thing in common: they’ve all made it radically quicker and easier for NHS clinicians to access specialist advice by using our innovative National Consultant Network (NCN). The NCN comprises NHS consultants who work remotely and answer pre-referral Advice & Guidance calls and/or review photo and message requests. They can also be brought in on a ‘remote locum’ basis to triage and validate waiting list backlogs in bulk and/or new referrals as they come in, all whilst following local pathways and protocols under local leadership.
Most of our projects now use the NCN. Why? Because it’s so flexible. The service can be rapidly switched on/switched off in 72 hours to provide short – or long-term relief to local healthcare professionals.
These projects showcase how achieving different but significant results is possible despite local challenges. For an overview of NCN across the UK, click here.
Kent and Medway NHS and Social Care Partnership Trust – bridging the gap between physical and mental health
Community mental health professionals at Kent and Medway NHS and Social Care Partnership Trust (KMPT) access rapid physical health advice from the NCN. KMPT clinicians can request advice from 21 specialties via Telephone or Photo Messaging to aid them in providing the best patient care and help reduce unnecessary hospital transfers for mental health patients with physical health conditions.
Since the launch of the project in December 2023*, community mental health teams have used the service 426 times to place calls or send messages for specialist advice. With calls answered in under 30 seconds and messages responded to within one working day on average, the service is reducing clinical risk and quickly improving patient care. As a result, 96% of messaging queries and 63% of telephone calls resulted in the patient commencing the relevant treatment plan immediately and avoiding a referral.
Bedfordshire, Luton and Milton Keynes ICB – supporting local clinicians with access to rapid advice
In Bedfordshire, Luton and Milton Keynes ICB (BLMK), the NCN was rapidly switched on in 2020 to provide interim support for local specialty services with capacity challenges. Consultants on the NCN provide local primary care clinicians with access to Telephone Advice & Guidance across more than 17 specialties, ensuring that patients quickly receive management plans and avoiding unnecessary trips to hospitals, freeing up specialty appointment slots for those who need them.
In the last 12 months*, 3,975 calls have been made to the NCN for specialist advice, answered within 35 seconds on average. Of all calls, 70% have resulted in the patient avoiding an unnecessary hospital conveyance and being cared for in the community.
‘Telephone Advice & Guidance via Consultant Connect is much better because it’s quick and efficient, saving time on an already busy day. The advice received is precise and given by experienced consultants in whichever specialty. I highly recommend it.’
– Dr Margaret Kalilani-Themuka, GP in BLMK.
Hertfordshire and West Essex ICB – providing enhanced support across multiple specialties
Since 2021, the NCN has supported clinicians in Hertfordshire and West Essex ICB access specialist advice. Due to extremely busy local secondary care services, NCN consultants have been providing advice across more than 20 telephone specialties and seven messaging specialties, with stellar feedback from clinicians using the service:
‘ECG advice from the consultant cardiologists has avoided multiple referrals/unnecessary investigations. They are incredibly prompt with their replies and concise and clear with their answers. I really value their input.’
‘I have mostly used dermatology advice with pictures attached. It has definitely helped me make appropriate referrals and helped to treat the patients effectively.’
Since launch*, 90% of calls have been answered the first time and within 34 seconds on average. Across the ICB, there are more than 1,700 active users spanning more than 140 organisations, with 96% of users rating the ease of using Consultant Connect as ‘excellent’ or ‘good’.
‘The availability of the NCN has provided GPs with rapid and effective advice, whilst simultaneously reducing referrals and allowing acute colleagues to focus on the elective recovery.’
– Anthony Hale, Senior Transformation Manager – Adult Pathway Transformation, NHS West Essex.
Kettering General Hospital – prioritising waiting lists and safely reducing the referral backlog
Neurology consultants on the NCN triaged over 3,000 referrals at Kettering General Hospital, reducing the neurology waiting list by more than half. These patients were removed from the waiting list via a referral to an alternative pathway or returned to their GP with treatment plans. Other patients were accepted for routine appointments or fast-tracked if they needed urgent appointments, ensuring they got the care they needed. The consultants were briefed on local pathways available and reviewed the waiting list remotely. This resulted in hundreds of patients being returned to their GP with management plans to get the care they need, not only avoiding unnecessary hospital referrals but also giving GPs a reference point for future similar cases, helping to educate them on the best course of action.
The tech in numbers:
- 51% of patients avoided an unnecessary referral
- 2% of patients were fast-tracked and given an urgent hospital appointment
- 43% of patients were accepted for routine appointments and directed to the right place the first time
Related Links
- How NCN consultants are helping to transform patient care in Medway and Swale
- FAQs – Referral Triage and Clinical Validation in the NHS
- How can Secondary Care deliver Advice & Guidance effeciently and effectively?
- Top tips for a successful Referral Triage and Validation project
*Data correct as of February 2025. Outcome percentages based on calls and photo-message sessions where an outcome has been reported by either the requesting or responding clinician.
