Patient using telehealth with doctor)

Communication Skills for Video and Telephone Consultations

Continuous Professional Development Support Scheme


Video and telephone consultations in healthcare are not new, but the COVID-19 crisis forced many clinicians to rapidly take up these kinds of consultations as a feasible alternative to face-to-face consultations.

This is often a type of consultation that staff have not encountered before. Applying the Calgary-Cambridge guide to video and telephone calls provides a structured and safe approach to this virtual format.

The course is divided into two sections: video consultations and telephone consultations.

In each section, you will view a series of video lectures in which you will learn about the Calgary-Cambridge guide and how to begin, manage and end video consultations.

You will also view some scenarios that highlight key skills and techniques in video and telephone consultations.

Following the learning content, you will then complete a short multiple choice quiz in each section.

Once you have achieved a passing score in the quiz, you can download your CPD certificate.

Learning outcomes

  • Discuss advantages and disadvantages of telephone consulting
  • Identify key skills from the Calgary Cambridge guide which are particularly important for telephone consultations
  • Understand how to apply the Calgary Cambridge guide to telephone consultations including delivering bad news on the phone
  • Appreciate the impact receiving bad news can have on patients