Introduction The COVID-19 pandemic has witnessed an increased reliance on telemedicine. Patient satisfaction is a key indicator of whether telephone consultations deliver high-quality care. This study evaluates patient perceptions of telephone consultations conducted in a single plastic surgery outpatient department. Method Structured telephone interviews using an adapted Telehealth Usability Questionnaire and the NHS Friends and Family Test were conducted in 98 patients who had undergone outpatient telephone consultations with a plastic surgeon. 13 questions explored domains of usefulness, interaction quality, reliability, patient satisfaction, and future use of telehealth. Results 72 of 98 (73%) completed the survey. Male(49):Female(23). Mean age 59 (range 17-91). 50.4% Strongly agreed (SA) and 24.3% agreed (A) to questions addressing usefulness of the platform. For interaction quality; 63% SA and 21% A. 47% disagreed with questions pertaining to reliability. Overall, 75% were either SA/A for satisfaction and 81% would use telehealth again. No significant difference was found in domain scores when comparing sex or age groups. Conclusions Overall, patient perceptions were positive towards the usefulness and interaction quality of telephone consultations. However, reliability scored poorly. Most patients were satisfied with the care provided. Comparison to other telehealth mediums e.g. video consultation and patient safety studies are needed.

Introduction A traditional referral involves transfer of information over a telephone call and is typically documented in an unstructured format on paper notes, producing poor continuity of referrals between shifts, increasing the risk of error, and compromising patient safety. The Oxford Acute Referrals System (OARS) is an electronic platform that keeps a complete record of referrals, whilst providing the referring clinician with step-by-step specialist advice according to inbuilt BSSH guidelines. This audit demonstrates our experience of its’ use in a tertiary centre Plastics department. Method One week of referrals in 2019, prior to the implementation of OARS, were compared with the equivalent week in 2020 once OARS was established. Data was collected retrospectively using electronic patient records. Results In one week in 2019, 120 cases were reviewed in the emergency clinic compared with 155 OARS referrals for the equivalent week in 2020. Following OARS implementation, 69% of referred cases did not footfall in the emergency clinic. 46% were managed locally with specialist advice from Plastic Surgery. 10% were brought directly into a theatre list, of which 7% were subsequently treated conservatively. A Plastic surgery consultant reviewing OARS referrals taken by juniors, changed the decision of how or where to manage the patient in 6% of cases. Conclusions OARS is an effective triage system that has considerably reduced footfall in the emergency clinic, whilst simultaneously expediting patient care down the correct treatment pathway. Its use led to safe management of patients remotely, which has important implications during a pandemic.