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 videos and in the examples grouped by hospital specialty below.

Telephone A&G – Elective Care

Telephone A&G – Mental Health

Photo A&G

Acute Medicine

GP contacted the Acute Medicine consultant about a 27-year- old woman who presented with a one-week history of a flu-like illness with a dry cough, vomiting and left sided chest pain. The patient was noted to be pyrexial and tachycardic but had a normal sounding chest and normal O2 saturations. The GP suspected it was either a community acquired pneumonia or influenza and wanted to get an urgent CXR. The GP used immediate Phone Advice & Guidance to speak to a local Acute Medicine Consultant who “agreed that if the patient attended hospital, they would look at the CXR on PACS and call the patient with the results.”

The patient was prescribed antibiotics in case of pneumonia. “The CXR did not show any initial changes though the radiologist did report signs of possible pneumonia. Using Phone Advice & Guidance meant the patient was managed in the community avoiding the need for a hospital appointment.”

Read the full case study


“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.”

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“A GP asking about atrial fibrillation, and general management” for a patient contacted the consultant. The GP did not feel that the patient “needed anticoagulation medication, at least until all the tests were in.” The consultant “informed him that the patient was at very high risk of having a stroke, and whatever the tests showed, they still needed anticoagulation drugs, and that the GP should consider starting today.”


“As the tests could easily take 3-4 months, this protected the patient against a possibly devastating stroke much earlier than originally planned” the consultant explained.”


This was “a good outcome and the GP was pleased with the advice.”

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A GP used Phone Advice & Guidance to contact the consultant regarding a “75-year-old patient who had been taking clopidogrel and had a rash as a result.”


The GP was unsure whether the patient should be admitted to hospital. During the Phone Advice & Guidance call, the GP explained the history and situation of the patient.


As a result of the immediate conversation between the GP and the consultant, the patient “avoided a referral to the hospital.”


A GP saw a patient with a facial rash, which was presumed to be seborrheic dermatitis. As the patient wasn’t responding to standard treatment, the GP used the Consultant Connect App to take a clinical photo which was shared with the Dermatology Team at his local hospital. The advice was to try an alternative rosacea treatment. As a result of using Photo Advice & Guidance, the patient’s condition improved rapidly.

Read the full case study

The patient was a child with an itchy body rash and a history of eczema. As the GP was “unsure if this rash was eczema or something else,” she used Photo Advice & Guidance via the Consultant Connect App to take clinical pictures of her patient. These pictures were shared immediately with the Dermatology Team at her local trust. As a result of sharing the pictures, the GP said: “I had a written response from a local consultant dermatologist the very next day. The consultant dermatologist diagnosed the rash to be chronic eczema with lichenification and follicular morphologies and wrote a detailed treatment plan for the patient.”
As a result of using Photo Advice & Guidance: “The patient was provided with the correct treatment plan early on. They did not need to wait for a dermatology hospital appointment – a potential hospital referral was avoided.”

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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.”

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Elderly Care

An 88-year-old patient was “found to be profoundly hyponatraemic (causing bradycardia and dizziness).” He had “recently undergone tests to investigate retinal artery occlusion.” Urea and Electrolyte results came back late from the lab. Using Consultant Connect’s Phone Advice & Guidance service, the GP was able to immediately contact a consultant at Queen Elizabeth University Hospital to discuss the follow up options. The patient was “seen at the Department for Medicine for the Elderly the following day where appropriate investigations were performed, and his medication was reviewed.” The GP says that “this avoided a late evening admission as [she] could discuss the patient’s current functional status with the consultant planning the follow up (which was very prompt).” As a result of using Phone Advice & Guidance, an “unnecessary admission” was avoided.”

Read the full case study

A consultant received a call about an elderly patient, living on her own at home. She was known to have Chronic obstructive pulmonary disease, but had recently become more breathless. The patient complained of weight loss and a poor appetite and explained she had been collapsing at home. She had recently been seen in the Emergency Department, but they felt that she wasn’t improving.

“We arranged an urgent Outpatient Clinic appointment, which she attended. We were able to assess her, with access to her medical records and previous investigations. Blood tests, an ECG and lying and standing Blood Pressure were checked and advice with regards to changes to her medication was given. We were able to liaise with other services involved in her care.


This enabled the patient to get the assessment and support she needed without an emergency admission.”

Read the full case study

Emergency Medicine

“Recently, during a weekend shift, I attended an elderly male who was in severe pain due to a large swelling in his groin. Through hearing the patient’s past medical history and my examination, I was concerned that he was suffering from a strangulated hernia. Our current guidelines require us to take all surgical cases with the exception of Abdominal Aortic Aneurysm to Perth Royal Infirmary in the first instance for assessment. I used Phone Advice & Guidance to raise my concerns that it would be detrimental to my patient to have him taken to Perth Royal Infirmary for assessment only then to be transferred on to Ninewells Hospital for the immediate attention his condition required.

Through my immediate discussion with the senior consultant at Ninewells Hospital, we agreed to bypass Perth Royal Infirmary and transfer my patient directly to Ninewells Hospital which helped to speed up his treatment.”

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A paramedic used Phone Advice & Guidance to speak to an A&E consultant about a patient experiencing what had “the potential of a stroke mimic.” The paramedic thought the patient was experiencing Bell’s palsy. Using Phone Advice & Guidance allowed him to speak to an A&E consultant who was able to talk him through a few simple steps to confirm his suspected diagnosis. Immediate Phone Advice & Guidance gave both the paramedic and the A&E Consultant the confidence that the best pathway for the patient would be to be referred to their local GP rather than needing to undertake a journey to hospital.

“The patient was happy that the outcome meant a local appointment with their GP as opposed to an 80-mile round trip to hospital.”

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“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.”

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A patient presented “with obvious inflammatory bowel disease.” It was not clear what the best course of action was, and the GP was unsure whether to start the patient on steroids. He used immediate Phone Advice & Guidance (via Consultant Connect) to speak to a gastroenterologist from his local hospital. The gastroenterologist provided advice and recommended commencing the patient on steroids in addition to an urgent outpatient clinic referral. This avoided an acute admission – a much better result for the patient. Both the patient and the GP were satisfied by the use of Phone Advice & Guidance.

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“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.”

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“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.”

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“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.”

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“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 this video to find out more about the patient experience above.

“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


A GP used Phone Advice & Guidance to contact a consultant on the National Consultant Network about a patient as they were unsure “which investigations or whether a referral was needed for a patient with a long history of non-specific body pain and a slightly raised kappa light chain level. During the conversation, the consultant explained “that a normal haemoglobin, creatinine and the very slight increase in kappa light chains, in the setting of a normal serum protein electrophoresis meant that this did not warrant a referral.” Instead the consultant advised the GP to “check the patient’s calcium level for completeness and check the serum free light chains in 12 months.”

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“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.”

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“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.”

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A patient was concerned he “might have developed changes to a skin cancer incision scar but examination revealed no concerning features.” The GP used PhotoSAF on the Consultant Connect App to take a photo of the patient and later downloaded it so that it could be “reviewed at intervals.” When the scar was reviewed at intervals, the photos “evidenced no change.” The GP was pleased with the use of PhotoSAF as it saved the patient “further anxiety.” He also highlighted that a secondary care referral was avoided – saving time for both the patient and local consultants.

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A patient presented with skin lesions that needed to be “reviewed over a period of time to see if there were any changes.” The GP could securely photograph the lesions with PhotoSAF and was later able to download and save them to the patient’s medical record. The photos were compared to the lesions at a later date and it was clear that they had “remained unchanged.” The GP explained that using PhotoSAF meant that a “referral was avoided.”

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Another patient also had lesions but was, in this case, housebound. The patient did not want to be referred to hospital but the GP felt that the lesions may be cancerous and so she “wanted advice.” She took a picture using PhotoSAF and, upon downloading it from the secure cloud to her computer, was able to forward it to a dermatology consultant at RUH. The consultant reviewed the image and agreed that it was likely to be a form of cancer. The patient was assured that a referral was necessary and “agreed to be seen by a consultant.” This ensured that the patient got the necessary medical care.

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“A patient was advised to see me by another health professional who had noticed a change in one of the patient’s moles. I would have referred the patient to a dermatology clinic had it not been for A&G – possibly even on the fast-track suspected cancer pathway. Not only did this Advice & Guidance service give me the confidence to seek advice, but once I had received a reply from a dermatologist, it also gave me the confidence to reassure my patient. This avoided further anxiety for my patient as well as a referral.”

“A consultant dermatologist replied by e-RS to the image I sent saying “the attached photos are of super quality (thank you).” The dermatologist was able to comment of macroscopic and dermatoscopic features (as I had held my phone’s camera directly over a dermatoscope for one of the images) and to state that the lesion looked benign. The dermatologist suggested for a GP to see the patient again in four months to compare the mole with the images taken via PhotoSAF.”

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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.”

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