Improving access and reducing patient travel burden through telehealth: A quality improvement report from NHS Scotland

Abstract

Background

Patients attending tertiary healthcare centres often travel long distances for routine outpatient consultations, leading to time loss, financial burden, and reduced access to care. Telehealth offers an opportunity to reduce unnecessary patient travel while maintaining appropriate clinical care.

Aim

To evaluate the impact of introducing telehealth consultations on patient travel distance, travel time, and estimated fuel costs within a tertiary surgical outpatient service in NHS Scotland.

Methods

This quality improvement project used a single Plan–Do–Study–Act (PDSA) cycle. Between January and April 2025, 50 patients scheduled for routine outpatient interviews were converted from face-to-face to video consultations using an NHS-approved platform (NHS Near Me). Avoided round-trip travel distance was calculated using patient postcodes. Travel time and fuel cost savings were estimated using standardised metrics.

Results

A total of 3014.4 miles of patient travel were avoided, corresponding to an estimated 144.7 h of travel time saved and £452.16 in fuel costs. No consultations required rescheduling due to technical failure. Informal patient feedback indicated high acceptance and satisfaction with telehealth consultations.

Conclusion

Telehealth substantially reduced patient travel burden for suitable outpatient consultations and improved access to care. Wider adoption of telehealth for routine outpatient interviews within NHS Scotland is feasible and recommended.