Kent Doctor Champions Face-to-Face Care as NHS Rethinks Digital Shift

Intensivist Dr Matt Morgan argues in BMJ that screens have limitations when delivering critical medical messages.

A senior doctor has called for healthcare professionals to carefully consider when to use digital communication versus face-to-face interactions, marking a significant shift in thinking after the pandemic’s rapid adoption of virtual consultations.

Dr Matt Morgan, an intensivist and BMJ contributor, reflects in a new article on why he’s returning to in-person communication for important medical discussions. The figures show just how dramatic the digital transformation has been – 80% of NHS consultations were conducted remotely at the peak of COVID-19 in 2020-2021, according to NHS Digital data.

View tweet from @bmj_latest

The Numbers Tell the Story

But the pendulum has swung back. NHS England data reveals telehealth use dropped to 40% by 2023 as face-to-face appointments resumed across the country. This represents a major shift in how medical care is delivered, with impact on patient outcomes and healthcare efficiency.

Dr Morgan’s position, promoted through the official BMJ Twitter account, emphasises that while screens serve a purpose, the medium must match the message’s importance. His perspective comes as healthcare systems nationwide reassess their digital-first approaches adopted during the pandemic.

Mixed Reception for Virtual Care

The debate reflects broader tensions within healthcare. Digital advocates point to improved access for patients in remote areas and reduced infection risks. Yet NHS patient surveys suggest the public remains divided – appreciating the convenience of virtual appointments while preferring in-person consultations for reassurance during serious health discussions.

Some experts argue that video consultations enable better healthcare access, especially for routine follow-ups and minor concerns. But complex cases requiring careful communication and empathetic interaction may benefit from traditional face-to-face encounters.

Key Takeaways

NHS consultations shifted from 80% remote during COVID peak to 40% by 2023

Senior doctors are reconsidering when digital communication is most appropriate

Patient preferences remain mixed between convenience and in-person reassurance

What This Means for Kent Residents

Kent hospitals under NHS Kent and Medway ICB, along with local GP practices, may increasingly prioritise face-to-face appointments for complex or sensitive medical discussions. Residents should confirm appointment types when booking with their practices, as many continue operating hybrid models following NHS England guidance. For urgent health concerns, contact NHS 111 or your GP directly to discuss the most appropriate consultation format for your specific needs.

Published: 18 April 2026

Source: @bmj_latest on X. This article has been researched and rewritten with editorial balance by Kent Local News.