The Rise of Remote Roles: What It’s Like Working in TeleHealth at Bupa

Traditionally, healthcare roles have been tied to physical locations such as clinics, hospitals, or care homes. But the landscape is shifting thanks to digital transformation.

At Bupa, TeleHealth services are redefining care delivery and the way our people work, from virtual GP appointments to advanced nursing consultations. This isn’t just about convenience for patients; it’s about creating flexible, tech-enabled roles for clinicians and support teams, improving sustainability, and ensuring patient safety. Working in TeleHealth means joining a growing digital-first network that combines clinical expertise with cutting-edge technology to make healthcare more accessible and human-centred.

But what does it actually feel like to work in this space? Let’s take a look behind the scenes.   

Meet Janine: Life as an Advanced Nurse Practitioner at Bupa

When I transitioned to remote work during COVID, I was searching for a better work-life balance after 11 years in an Out of Hours GP Service setting. It turned out to be the best decision I’ve ever made. Today, as an Advanced Nurse Practitioner (ANP) in Bupa’s Remote Service, I support patients aged 16 and over across the UK by delivering care that’s accessible, safe, and innovative.

How It Works

Using the Bupa app, customers can book a 10-minute video or audio consultation, share symptoms, and connect with a clinician. We treat a wide range of conditions, including:

• Minor illnesses (e.g. coughs, infections, and rashes)
• Musculoskeletal issues
• Gastroenterology and dermatology concerns

Each appointment prioritises patient safety and respects their ideas, concerns, and expectations (ICE). Outcomes may include self-care advice, prescriptions, specialist referrals, or signposting to urgent or emergency care following a thorough assessment. Customers receive a full consultation record with their treatment plan, helpful links, and safety-netting advice.

At the end of each consultation, I invite customers to share feedback via the emailed Net Promoter Score (NPS) survey. This insight drives clinical development, service improvements, and continuous learning.

The Remote Culture

Bupa’s teams and communication channels are clear, user-friendly, and easy to access. Each ANP is part of a team of around 25 peers, where we can greet each other daily, chat, and raise clinical queries at any time. There are multiple ways to connect with clinicians or admin teams as needed. Every ANP has a dedicated Clinical Lead and a Service Team Manager for support, with monthly 1:1s and regular team meetings to stay aligned. These structures create a strong sense of inclusion and support.

I genuinely always feel welcomed, valued, and supported by my peers, managers, and the wider Bupa team. There’s a culture where no question is too small, and instead of blame, there’s encouragement and collaboration. I never feel isolated. The sense of connection and teamwork synergy we achieve remotely is truly impressive and a real credit to Bupa.

Flexibility is another major benefit. The service runs 6am–10pm weekdays and 8am–10pm weekends, giving freedom to choose hours. The minimum is 16 hours per week, with sessions starting at just two hours. Rotas can be adjusted twice a year, and one-off changes, like working around a hospital appointment, can be made without taking leave.

One Moment That Stays with Me

I once spoke with a young patient who had COVID-19, who was struggling to breathe, and felt alone and frightened. I called 999, gave safety advice, and checked back later to ensure he was safe. I’m grateful I could help — it reminded me how vital this service can be.

TeleHealth isn’t just convenient; it can make a real difference. Digital tools enable clinicians to use their skills effectively — assessing symptoms, making safe decisions, and providing timely treatment. For example, we use evidence-based assessment and scoring systems and have instant access to trusted medical resources online.

Gone are the days of flipping through heavy reference books. Now, everything we need is at our fingertips, enabling faster consultations and improving accuracy whilst supporting a more sustainable way to deliver care.

Future of TeleHealth

The future is bright and evolving fast. In the coming years, accessibility will improve further, supported by an expanding range of products and services to meet diverse healthcare needs.

As our workforce grows and technology advances, new opportunities will emerge such as role extensions for clinicians, clear career pathways, and enhanced remote care options.

AI and cutting-edge technology will be game-changers. We already use sophisticated IT systems to deliver high-quality remote care, but the next wave of digital innovation will streamline processes, boost accuracy, and drive better patient outcomes.

The future is about creating a smarter, more connected healthcare experience that benefits both patients and clinicians. And that’s incredibly exciting.

By Janine - Advanced Nurse Practitioner