Patient Experiences

Patients benefit profoundly when clinicians use immediate Advice & Guidance:

  • Instant reassurance, avoidance of stress or worry.
  • Avoidance of costs & disruption through unnecessary hospital visits.
  • Right care, faster.
  • Instant reassurance, avoidance of stress or worry.
  • Avoidance of costs & disruption through unnecessary hospital visits.
  • Right care, faster.

Real-life patient experiences are re-told by clinicians in our video and in the examples grouped by hospital specialty below.


“A patient with heart failure complicated by a valve prolapse was under my care. Her management was delicate as she has co-existing renal failure that meant it was difficult to balance her diuretics and manage her polypharmacy. I contacted her cardiologist via Phone Advice & Guidance to get advice when she was unwell. I was able to establish what an acceptable renal function for her would be with the new diuretic regime, and also second-and third-line drugs to try next. Finally, the consultant gave me advice on when she would need admission. I was able to avoid admitting the patient, and she remained in her own home, whilst I adjusted her medication – which is what she wanted. Having a clear plan gave her reassurance and me confidence to manage her when she was more unwell.”

Read the full case study

Diabetes and Endocrinology

“I was unsure if the patient should be started on insulin or oral hypoglycaemics. Usually I would manage Type II presentations myself, but admit children or teenagers presenting with Type I to Paediatrics. The patient was anxious to do something about the situation and wanted answers from me straight away. The Diabetes and Endocrinologist understood the difficulty, defining this type of Diabetes, and was able to start the patient’s management the same day through the Diabetes Nurses in the hospital clinic. Admission was never indicated, but a referral to outpatients would have taken some weeks at least. It felt good to have the management started within a few hours of the diagnosis. This was a great result.”

Read the full case study


“A patient had on-going problems following amoebic dysentery abroad, protracted diarrhoea despite treatment and negative stool cultures. I was sure he didn’t need an urgent scope, but not sure whether steroids should be used, or if I should refer him in. The consultant suggested the use of a further course of metronidazole and refer in if still having problems.

Both myself and the patient felt reassured that he could get access quickly to a consultant opinion.”

Read the full case study


“My patient was facing delay to a complex gynae surgery decision. This was because the consultant was off work long term. The patient was very anxious the delay would make surgery harder and less likely to be successful. She had been ‘primed’ with a hormonal injection and anticipated a scan to assess changes and to help plan surgery. The gynaecologist understood the situation was complex and time critical and needed to make a speedy clinical assessment in the absence of the colleague. They offered to get the patient re-assessed on the 2-week pathway. The patient was relieved by this and It felt better that the responsibility was lifted off me.”

Read the full case study

“A 54-year-old female presented with obvious advanced cancer. The two-week wait (2WW) referral had been done. I tried ringing 2WW but because this line is not staffed by a clinician, I was unable to move the appointment from 14 days and the patient was deteriorating. When using Phone Advice & Guidance, I was put through to one of the gynaecologists within seconds and they arranged for the patient to be scanned that day and given appropriate follow-up treatment. This would have been an acute admission otherwise. An acute admission was avoided, and the patient was given the care they needed.”

Read the full case study

“A 35-year-old patient presented with inter-menstrual bleeding and post coital bleeding. She had a inter uterine device in-situ and had had a recent normal smear. I examined the cervix and took some swabs: both were normal. I was able to quickly speak to a gynaecologist and discuss my findings. The gynaecologist advised that at this stage I had done all that was needed and all that they would do. The most likely cause was irritation from the IUD threads. I agreed with the patient that she would return for a follow-up appointment if she had additional symptoms or a progression of her symptoms. The patient (and I) were reassured and a referral to clinic was avoided.”

Read the full case study


“I answered a Phone Advice & Guidance call about a baby that had difficulty feeding. The mother had taken the baby several times to see the GP, the baby was growing alright and the GP wasn’t too worried but the GP had a distressed mum and baby. He was thinking about what they might be able to do to help, unsure if they really needed to do something different, but feeling that they probably should do something different. We were able to have a conversation around whether there were other symptoms there and that information guided me to think the baby probably had cows milk protein intolerance. So rather than just being a crying colicky baby, it probably had a milk intolerance and we were able to suggest some milk changes and a referral, but in the interim the GP had something they could go back and offer to the mum. So, without that peripheral information that I asked, we probably wouldn’t have thought to offer that solution to that mum before they came in. Hopefully our conversation and my advice will have reduced the distress for the baby.”

Watch the video above to find out more.

“I saw a baby who was relatively well. He had a slight cold but the mother was worried. The examination was largely uninformative apart from an oxygen saturation of 82%. I tried different oxymeters but the sats were still low.

I decided to discuss my findings with a paediatrician who immediately told me to send the child in! The child ended up in hospital for four days and was treating for the infection on site. The point is, apart from the low sats, the baby was as good as normal. Using Phone Advice & Guidance that day was crucial. If I hadn’t had the conversation with the specialist, it’s very likely that the baby would have ended up as a 999 all from home later.” 

Read the full case study


“I spoke to a Rheumatology Consultant at my local Trust. The consultant reviewed the blood results and confirmed a likely diagnosis of Rheumatoid Arthritis and advised they would most likely give Depomedrone injection and then consider DMARD. Speaking to the consultant made me feel confident to continue to support the patient and his wife, and meant they knew what was likely to happen. They had a chance to read preparatory patient information so could make an informed decision regarding starting a DMARD in that first outpatient appointment. It was easy to get through, and a few minutes on the phone meant that we could work in an integrated way across primary and secondary care. Together we were able to deliver good quality care to this vulnerable patient.”

Read the full case study

“I saw an elderly gentleman with symptoms suggestive of Polymyalgia Rheumatica, however it was an atypical presentation and I was concerned that I might be missing something (such as underlying cancer) and was not sure whether to initiate treatment or wait for further tests or refer, knowing that a referral could take several weeks. I called the Rheumatology team via the Consultant Connect App and was able to discuss the case in detail with the senior registrar who advised me what tests to organise and when to initiate treatment, as well as a detailed steroid reducing regime. The registrar explained all the things that would have been arranged at the first clinic appointment, so I was able to get the ball rolling before the patient would be able to be seen at the clinic. This was a better outcome for the patient who was able to get the right treatment quickly.”

Read the full case study

Vascular Surgery

“I suspected a patient was developing Peripheral Vascular Disease but wasn’t sure. Measurements at the surgery had been done and were suspicious so I wanted to order further investigations but wasn’t sure which or if admission was needed. I went on the app and contacted the vascular surgical team who suggested that they would do all the investigations in a one stop shop vascular clinic as needed so admission wasn’t necessary unless things got worse and a routine clinic referral was made. The patient avoided unnecessary admission and investigation and had a more convenient one stop shop review which confirmed the diagnosis. The patient was very glad to not have to be admitted to hospital.”

Read the full case study

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