Although patient safety incidents related to online consultation tools are extremely rare, even a single incident is one too many, and the Government takes them very seriously. NHS England published the Primary Care Patient Safety Strategy (PCPSS) on 26 September 2024 which builds on the 2019 Patient Safety Strategy, and outlines how the National Health Service will continue to enhance patient safety in primary care.

Commissioners and primary care providers can purchase digital tools from approved suppliers in the Digital Care Services catalogue. These suppliers must ensure they show compliance with clinical risk management standards. Integrated care boards should involve general practice staff and patients in the procurement process, and provide support for safe and effective tool implementation. Only services that meet required standards, including patient safety, can be procured. The PCPSS sets out additional safety requirements for suppliers to meet in future procurements.