From Anywhere: a practical guide to remote healthcare for UK trans folk

By: Dr Rhy Brignell

Dr Rhy Brignell BA MA Ph.D

Rhy is Director of Service Delivery at Eden New Life and is responsible for ensuring all of our subscribers get fast, high quality care in accordance with our treatment protocols. They hold a PhD from the University of East Anglia and have specialised in gender services for more than 4 years, managing and advising on service delivery for thousands of patients. This is one of a series of articles where they share answers to common questions we receive from our members.

We often get asked by new clients interested in our services whether we have any in-person clinics that they need to travel to. For many people, arranging an appointment with a clinic means taking time off work, travelling and waiting before finally speaking to a clinician. In recent years, remote consultations carried out by phone or video-call have become a solution. 

Although phone advice lines have existed for many years, the widespread use of online consultations in a medical setting is relatively recent for the UK. We saw a big rise in remote consultations during and after the COVID pandemic, when in-person appointments became limited and we were all sticking to our 6 person bubbles. NHS Digital reported that in April 2020, 48% of GP appointments were conducted remotely (up from 28% just two months before).

Remote private healthcare provision also increased during and after the pandemic. This shift has made it easier for patients to get care quickly, without the usual travel or waiting. With NHS waiting times still long in many areas, especially in gender care, remote private services have become a more common and practical option for people looking for timely support.

What are the key benefits of remote care?

The most immediate benefit, likely of no surprise to our readers, is speed. Private remote services such as Eden New Life are able to offer a faster turnaround on consultations and treatment, significantly reducing the time between seeking help and actually receiving it. Many of our specialists are able to offer evening and weekend consultations, which helps our clients with work or other life commitments.

Remote services increase choice and significantly improve accessibility for those living in rural areas. Because the consultation takes place online, specialists can consult with clients based anywhere in the UK. Someone living in rural Wales, for example, might see a London-based specialist within 24 hours without any need to travel.

Comfort and privacy are important considerations. Speaking to a doctor or nurse from the comfort of home can make some discussions easier, especially for clients who may find travelling uncomfortable, time-consuming, and/or expensive.

How do your remote consultations work?

We are 100% online and have no physical locations, so in-person consultations are never required. Our service connects you directly with UK specialists via your smartphone or computer. When you book your consultation on our website, we send you a booking confirmation with the link to the online meeting room. You can also view your bookings at any time from within your account on our website. You just need to click the link when the consultation is due to start and the specialist will let you into the meeting. We do recommend joining a few minutes before just to check your camera and microphone are working correctly. 

We acknowledge that nobody is immune to the odd technology or connection issue here and there (I call them gremlins in the wires). If that happens, our team is on-hand to support you and reconnect you with a specialist if required.

As a side note, it’s worth mentioning that we do require you to have your camera switched on whenever you meet with a specialist.

Will I get the same level of care in a remote consultation compared with in-person?

It’s reasonable to wonder if a remote consultation can be as thorough as an in-person one. For gender care under our service, which involves reviewing responses to treatment, discussing blood test results and managing ongoing prescriptions, the answer is yes. Data security can be another concern, which is addressed by our use of secure platforms and processes. If a complex situation arises which our specialists feel would be best dealt with via an in-person consultation, we will advise you of this and direct you to other services (such as your GP).

Remote healthcare is now a well-established part of UK medical care, and for many people it offers a practical, efficient way to access specialist support. In gender care, where good quality advice and timely treatment adjustments are important, the ability to meet remotely with an experienced specialist from anywhere in the UK removes barriers such as travelling and waiting times. At Eden New Life, our focus is on delivering the same high clinical standards you would expect from an in-person service, while giving you the flexibility to fit care around your life.

If you have any questions or concerns about how we deliver care remotely, you are always welcome to contact us at any time and our team will be happy to help.