Hero Health vs. eConsult

Hero Health vs. eConsult: Which System Should You Use?

eConsult has been a trusted name in the NHS online consultation space, offering symptom-specific questionnaires and GP triage for non-urgent cases. Its early adoption gave it a head start, but over time, many practices have voiced frustrations with the platform’s long, rigid questionnaires and lack of flexibility. This dissatisfaction has grown particularly because other tools (like Accurx) have expanded into messaging, appointment booking and triage, while eConsult remains primarily an online consultation-only platform.

eConsult was also recently acquired by Huma (owners of iPlato). With that acquisition, its future looks uncertain: the number of practices using eConsult has reportedly dropped from nearly 3,000 to just above 1,200 in the past two years. If you’re considering alternatives, Hero Health might just be the answer.

Enter Hero Health: an upstart solution built to deliver configurability and cost savings. Hero’s Care Navigation not only offers online triage, but also an integrated booking system, customisable workflows, and cross-organisational functionality. Think of it as the next evolution in patient access technology.

If you’re weighing up Hero Health vs. eConsult, here’s everything you need to know.

Similarities Between Hero Health and eConsult

Both are designed for digital-first practices, aiming to help patients access care efficiently while reducing GP workload. They share a few common features:

• Triage tools: Patients can submit symptoms or concerns via online forms.
• EMIS and SystmOne integration: Both integrate with your core clinical systems, albeit Hero Health’s is often reported as smoother.
• Administrative support: They both aim to reduce admin burdens by directing patients to the right team or service.

That’s where the similarities end—read on to discover the differences that might tip the scales in Hero’s favour.

Differences Between Hero Health and eConsult

While eConsult sticks to its hallmark long questionnaires, Hero Health’s triage opens up new possibilities for streamlined care, custom workflows, and real admin savings.

Configurability and Flexibility

eConsult: A one-size-fits-all model. Patients must complete structured, symptom-specific forms with little room for deviation. This set-up can lead to overkill for mild concerns and insufficient detail for others, leaving GPs frustrated. Plus, practices can’t tailor the system for local services or unique needs.

Hero Health: Offering configurable Care Navigation & Triage. You can customise triage pathways, incorporate local services, and design your own question flows. Essentially, Hero adapts to you—not the other way around.

Appointment Booking

eConsult: Lacks integrated booking. All patient submissions end up in an inbox, with staff left to chase patients to arrange appointments manually.

Hero Health: Integrates booking end-to-end. Patients can book on the spot (if appropriate), or staff can book for them without ever leaving the Hero interface. With cross-organisational booking built in, you can redirect patients to PCN hubs with a few clicks. No more chaos, no more chasing.

Messaging & Batch Messaging

eConsult: Basic back-and-forth messaging only, with limited options for attachments or custom forms.

Hero Health: Features batch messaging—ideal for contacting entire cohorts with personalised links, questionnaires, and direct booking. Clinicians can also send individual messages, attach documents, and share one-time reply links all in a single platform.

Patient Experience

eConsult: Patients face long, rigid questionnaires, creating friction and sometimes leading to abandonments.

Hero Health: Simplifies triage, so patients can either describe symptoms in their own words or complete brief, relevant forms. Where it’s even simpler, practices can send batch messages with self-booking links—one quick tap, and an appointment is confirmed.

Cost

eConsult: Pricing can be high, with little flexibility or added features to justify the cost.

Hero Health: All-in pricing at just 45p per patient, per year for triage, booking, messaging, and more. No hidden fees. With eConsult, you often need an additional messaging tool, but Hero has you covered under one transparent cost.

So Why Choose Hero Health Over eConsult?

Hero Health isn’t just aiming to replace eConsult—it sets out to fix the problems eConsult created.

Hero Health Saves Practices Time

With eConsult, admin teams are often stuck processing inbound queries and chasing appointments. Thanks to Hero’s configurable workflows, most queries go directly to the right service or appointment slot, saving enormous admin time. Many practices have reported a 30% reduction in workload as patients self-book.

Hero Health Is Cheaper

eConsult’s cost can feel steep, especially if you add on separate messaging platforms. Hero’s 45p per patient annual fee includes triage, integrated booking, and batch messaging—giving you more, for less. If you’re curious about alternative solutions, feel free to check out our article on common questions about eConsult to see what else is out there.

Summary—Hero Health or eConsult?

If you’re still clinging to eConsult and dealing with its rigid questionnaires, it might be time to re-evaluate. Hero Health offers everything eConsult does, and then some—customisable workflows, integrated booking, plus a far more enjoyable patient experience.

So, if you’re keen to give patients (and staff) a break from lengthy forms and help your practice run more smoothly, the choice is clear: Hero Health wins.

Ready to see how it all works? Hit the “Get Started” button on our site, and we’ll do the rest.