In this article, we’ll explore how online consultations work, why they matter, and how they’re shaping the future of primary care in the NHS. We’ll also highlight best practices for adopting digital consultation tools, including Hero Health’s integrated care navigation system.
In a world where convenience is key, online consultations are revolutionising how patients access healthcare. Often called digital triage systems, they offer a more efficient alternative to traditional in-person or phone-based appointments. No more endless ringing tones and frantic attempts to get through on Monday morning—online consultations let patients submit medical concerns and queries any time of day or night.
Online consultations allow patients to communicate with their GP practice digitally, typically using a secure platform. Rather than phoning or visiting in person, patients can submit forms describing their symptoms, request services, or ask questions at their own convenience. Practice staff then triage and decide the best course of action—for example, giving advice, scheduling an appointment, or issuing a prescription.
By capturing patient concerns through digital forms, online consultations help practices triage and prioritise requests. This prevents unnecessary visits and directs resources to those who need them most. If you’re curious to learn more about implementing a total triage approach in your GP surgery, check out our article on why implement total triage as an NHS GP?
For those with mobility challenges, limited availability, or a preference for privacy, online consultations act as a “digital front door.” They give more people the opportunity to access primary care when and how they need it—no awkward waiting room conversations required.
Patients can submit requests from anywhere, at any time. There’s no need to wait for office hours or navigate jam-packed phone lines—bliss!
Practices can quickly address simpler queries (like prescription renewals), which leaves more room for urgent or complex cases. Faster responses all round, with fewer sweaty moments in phone queues.
Many systems offer two-way messaging. This means your practice can provide updates or further instructions with minimal fuss—think of it as doctor-patient pen pals, minus the snail mail.
For sensitive issues, sometimes the cloak of digital anonymity can be a blessing. Online consultations give patients a discreet way to reach out without feeling stressed or embarrassed.
Patients hop onto their practice’s online portal or app, fill out forms, and outline their medical concerns. In some cases, they can upload images to help illustrate the issue—particularly handy for skin or wound checks.
Practice staff review these submissions and map out next steps. That might mean sending a bit of advice, booking an appointment, or referring the patient elsewhere. If you’re yearning for more detail on how this digital submission process works, our What is an e-consult article goes deeper into the nitty-gritty.
Patients typically get a reply within a specified timeframe—often the same or the next working day. It’s a far cry from the old days of indefinite hold music, we promise!
Patients complete structured forms tailored to their symptoms. This format is efficient for gathering detailed information, and practices can quickly code and store the results in a clinical record system.
AI-powered chatbots can ask patients a series of questions. For simple issues, they provide automated advice; for anything more complicated, they route the query to staff.
These allow patients to fire off free-text messages, making the exchange feel more like a casual conversation. It’s like texting your GP—only more polite.
Hero Health’s Care Navigation & Triage solution is an excellent example of how digital triage can be fully integrated into daily practice workflow. At just 45p per patient per year, it boasts custom triage pathways, self-booking links, and real-time messaging to help your practice improve the patient journey and avoid frantic phone queues. If you’d like to learn more about how Hero’s approach differs from other providers, check out this article on Hero Health for NHS patients.
Online consultations are drastically changing how patients and GP practices interact—welcome to primary care’s 21st-century makeover. This accessible, streamlined approach helps to make sure that, with a few clicks, you can get the care you need, exactly when you need it. So, if you’re a GP practice that’s ready to supercharge your patient communication (and maybe save on phone bills), consider a digital triage system like Hero Health. The future of healthcare has arrived—time to wave goodbye to the old waiting room gloom!
Commonly asked questions by providers using Hero to transform their service
Considering Hero? Review our latest blogs to learn about how practices are using Care Navigation, and why Hero Health is an increasingly popular alternative to Accurx
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