Background The coronavirus disease 2019 (COVID-19) pandemic resulted in the rapid implementation of virtual clinics to conduct consultations via telephone or video to minimise contact between staff and patients.

Aim To investigate the experiences of patients with cancer and healthcare professionals of virtual clinics during COVID-19 and to explore ways to improve their experiences.

Method A qualitative study involving semi-structured interviews with 36 patients and ten healthcare professionals at a London NHS trust. Data were analysed using thematic analysis.

Findings Five themes emerged from analysis – acceptance, benefits, communication, technology and choice. Most participants were accepting of virtual clinics and supported their continuing use. The average satisfaction rating for virtual clinics was higher among patients than among healthcare professionals; many healthcare professionals suggested that support in setting up video-based virtual clinics might improve their satisfaction.

Conclusion Patients’ individual needs should be considered when deciding whether to use virtual or face-to-face clinics, while staff require appropriate training and adequate equipment to enhance their experience of virtual clinics.