Getting you answers about the GP eConsult service
Many of you got in touch with us to share your stories. We heard about
Difficulties using the digital eConsult platform
Concern about how people who are not online will access their GP
Confusion about what to expect once the eConsult form has been submitted
Despite being informed by eConsult that a GP would contact them, this call sometimes didn’t happen or took several days to occur
Confusion about what eConsult should be offering patient and how it works
Raising your voice
We shared your feedback directly with GPs and Practice Managers and asked for their thoughts.
They told us they recognised that they need to explain to people what the eConsult service can offer, and how it works. We hope that by being clearer about what the service can and can't do with lead to less confusion and disappointment.
I’m aware of a GP surgery that no longer takes phone calls; people are just directed to eConsult. This is OK for people who are computer literate, but eConsult can be difficult to find on
the GP website.
What is eConsult?
The Clinical Commissioning Group (CCG), who is responsible for GP services, shared details about eConsult with us.
They told us that eConsult is an online service which allows patients to contact their GP practice and give an overview of their symptoms or concerns. This online form is submitted to the practice where it is reviewed, and the clinician chooses the best next steps for you. This might not mean a GP appointment, but you will be contacted within a specified time to let you know what happens next.
The eConsult service is not intended for urgent or emergency requests. If a patient triggers a red-flag question they are shown an immediate message to take the relevant action.
We've got more information about what the eConsult service can, and can't, do in our report below.
