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eConsult - Online Consultation

eConsult enables NHS based GP practices to offer online consultations to their patients. This allows patients to submit their symptoms or requests to their own GP electronically, and offers around the clock NHS self-help information, signposting to services, and a symptom checker.

eConsult is the most widely used digital triage tool in NHS primary care, built by NHS GPs for NHS patients, designed to enhance patient access, improve practice efficiencies and signpost patients to the right place at the right time for their care.

USE eCONSULT

Image of eConsult on mobile phone

What is eConsult?

eConsult is an online service which helps patients access the help and advice they need at the right time, in the right place, with the right person. The completed form is called a health questionnaire. The form usually takes 7 – 10 minutes to complete. The form safely and effectively gathers information about the presenting medical condition. This means that anyone needing urgent attention is immediately identified and appropriately directed to emergency care or triaged for urgent GP review.

All forms are reviewed by our care navigation team, which includes a GP, working throughout the day so forms are reviewed soon after they are received. This will then lead to an immediate assessment of next steps needed in patient care. We will deliver a response by the end of the next working day but we expect to be much quicker than this .

The forms are confidential, and filed into your patient notes via a secure
pathway.

Example outcomes could include:

  • Booking for a GP appointment urgent or routine, this will be booked directly for you. This will be face to face or telephone depending on which is most appropriate for your symptoms. We envisage a significant increase of face to face appointments, something we know patients value.
  • An appointment with one of our other clinicians such as a nurse practitioner, physiotherapist, mental health practitioner or clinical pharmacist whose care would be beneficial for your current situation
  • If a Fit Note is requested, or a Review needed an email or text will be sent to you with the attached form.
  • In the case of a minor illness, such as new cough or cold, we could text to advise you and arrange a booked visit to a local pharmacy in the first instance, or provide links for advice.
  • More holistic management of Long term conditions trying to prevent multiple visits to the practice for different conditions i.e a longer appointment.
  • Allowing more information to patients of local services that patients can access quickly and conveniently themselves.
image of an appointment

eConsult FAQs

We know many of you have questions about how eConsult will work and worries about the effect it will have on your care.

The way that patients are supported in the community by general practice has changed significantly.

We believe now was the time to seek a better way of providing your care.

We understand the worry and frustration when you are unwell and you are unsure whether you will get the advice you need at the time you need it.  Currently when you call our appointments line you will often spend a significant amount of time waiting on the phone only to find out there are only emergency appointments left for that day, often being told to call back the next day or book a routine appointment ready for 2-3 weeks’ time.

We want to make sure patients are getting the advice they need at the right time from the right person the first time they contact us about that medical issue.

Change can be unsettling but having done many months of research we believe eConsult is the best option for you as patients and for us as a surgery.

Why have we started using eConsult?

We have a broad and highly skilled healthcare team, many of whom have specialist training and skills. We want you to see the right person, the first time.

What if I can’t use the eConsult Service?

If a patient is unable to use the form due to no access to IT / unable to use the IT

Can reception make me an appointment instead?

The reception team, whether it be in person or on the phone, will no longer be booking you an appointment when you call

How long will it take to fill in the form?

For medical queries it generally takes 7-10 minutes.

How long will it take to hear from the practice?

For all medical issues the practice will get back in touch by the end of the next working day at the latest but much quicker in urgent cases.

Why do I need to answer questions online or answer the questions the reception team ask me?

So that the team who look at all the information submitted can provide you with the appointment or advice you need with the right person in the right time period.

Will I get an appointment quicker if I speak to reception instead?

The reception team will no longer be making appointments with patients directly.

I don’t feel comfortable telling reception about my medical issue

All staff within the Holmwood Corner team, including receptionists, sign a confidentiality agreement

Will there be a confidential space in the building for the receptionist to ask these questions?

Yes an area behind the main reception desk

What if English is not my main spoken language?

If you don’t speak English then there are lots of options available.

Will I have to fill in the same questionnaire any time I need an appointment?

For each new contact you will be asked to fill in an online questionnaire.

Will I need to fill in a form to get my ‘annual checks’ done?

The practice will be proactive in contacting you and arranging appointments at a convenient time

Does this mean I won’t see a GP anymore?

The opposite. eConsult is just a preliminary way of collecting information to ensure you are seen by the right person in the right way

We will continue to update this information as we identify any other commonly asked questions or concerns that any of our staff are hearing.

Thank you for your co-operation during this time of change towards better access.