Common questions about eConsult

What Is eConsult?

eConsult is an online consultation service designed by NHS GPs to help you access medical advice quickly and easily. It’s a digital tool that allows you to submit medical or administrative requests to your GP practice without having to go in person. By filling out an eConsult form, you provide the practice with the details they need to decide the best way to help you.

Why Use eConsult?

With eConsult, you can:

• Get advice anytime: No need to wait on the phone or rushing to make a same-day appointment.
• Use any device: Submit an eConsult from your mobile, tablet, or computer.
• Save time and effort: You may not even need to go in for a face-to-face appointment, as many issues can be managed over the phone or with self-help advice.

Who can use it? eConsult is available to patients of all ages, from 6 months old and up. Parents or guardians can submit eConsults for kids aged 6 months to 16, while adults can use it independently.

How Does eConsult Work?

Using eConsult is designed to be straightforward. Here’s what happens step-by-step:

1. Submit Your eConsult

You’ll start by visiting your GP practice’s website and filling out the eConsult form, where you’ll answer questions about your symptoms or request. This only takes a few minutes.

2. Wait for a Response

Once submitted, your GP will review the information by the end of the next working day (or sooner if urgent).

3. Receive Advice or Next Steps

Your GP practice may then:

• Offer an appointment (in person or by phone) if it’s needed.
• Direct you to other health services like a local pharmacy or physiotherapy.
• Provide self-help advice if that’s suitable for your situation.
• eConsult’s system can even identify emergency situations and, if needed, stop the consultation to advise you to seek urgent help.

Is My Data Safe with eConsult?

Yes, your data is secure with eConsult. Here’s how they keep it safe:

• Immediate transfer: eConsult collects your information and securely sends it to your GP practice almost instantly.
• No data selling: eConsult never sells patient data or NHS information.

eConsult is designed to streamline the whole experience, meaning you get the care you need without delays.

Common Questions About Using eConsult

Can I Use eConsult for Repeat Prescriptions?

No, repeat prescriptions should still be ordered through your GP practice or the **NHS App**, which lets you manage your prescriptions online.

What if I Can’t Use eConsult?

Not everyone is comfortable with digital services, and that’s okay! eConsult isn’t the only option for getting help from your GP practice, and using it frees up phone lines for those who prefer to call or visit in person.

Is eConsult Suitable for Emergencies?

No, eConsult is not for emergencies.If you report serious symptoms in an eConsult, the system will advise you to seek urgent help through A&E, NHS 111, or another relevant service.

Why Are Practices Looking For Alternatives To EConsult?

Despite the many benefits that eConsult has introduced to the market, many practices and ICBs are looking for alternative systems to eConsult.

eConsult's product has been relatively static, with a limited EMIS integration and a small amount of new product development compared to the likes of Accurx.

The system is not especially popular with patients, who complain about the length of time taken to complete an online eConsult, nor clinicians, who find the information contained in a request overwhelming.

Consequently, over the last 12 months, nearly 2,000 practices have stopped using eConsult, switching to alternative providers. One of these is Hero Health, whose Care Navigation triage product allows for greater practice-level configurability than eConsult and is simpler for patients to complete.

If you're looking for a new triage solution, then why not check out Hero.

• Hero Health Care Navigation