What is an eConsult?
eConsult is a platform that allows NHS GP practices to provide online consultations for their patients. Through this service, patients can submit their symptoms or requests electronically to their GP. It also offers 24/7 access to NHS self-help information, directs patients to relevant services, and includes a symptom checker.
As the most widely used digital triage tool in NHS primary care, eConsult was developed by NHS GPs specifically for NHS patients. It aims to improve patient access, streamline practice operations, and guide patients to the appropriate care at the right time.
How can I submit an eConsult online?
You can submit an eConsult on the NHS App, or by selecting the button on the right:
On the homepage, you can select the link that best matches your request:
- Adult Health problems
- Child health problems
- Sick notes, test results, or administrative help
- Reviews for long-term conditions, medications, or contraception
Please choose the form that most closely aligns with your needs. If your responses on eConsult suggest a more urgent issue, you will be advised to call us directly or contact 111 if we are closed.
Who can use eConsult?
eConsult is available for anyone aged 6 months and older. For children between 6 months and 16 years, parents or guardians will need to complete the eConsult on their behalf. There is no upper age limit, so adults of any age can use the service as well.
What if I can’t complete an eConsult?
We recommend using eConsult as the best way to contact us. If you’re able to complete it yourself, or have someone who can assist you, we encourage you to do so.
However, we understand that some individuals may face challenges using the eConsult system, such as those who are visually impaired or have difficulty reading or writing. If this is the case, you can call our reception, and they will help you complete an eConsult or submit an ‘eLite‘ request on your behalf.
Our reception team will ask you a series of questions to ensure all the necessary details are covered, so please provide as much information as possible. Rest assured, they are fully trained to ask only relevant questions and will treat your responses with the same confidentiality and respect as a doctor, nurse, or other healthcare professional.
What should I do if I have more than one problem or conditions?
If you have more than one issue, please submit a separate eConsult for each. This ensures you’ll be asked detailed questions for each concern, allowing the doctor to gather all the necessary information to respond effectively. If you’re unable to submit an eConsult, you’re welcome to call the practice or visit us in person.
What happens after I submit an eConsult?
Amwell Group Practice operates a total triage system. Once you submit your eConsult, it will be reviewed to determine which healthcare professional—such as a nurse, pharmacist, or doctor—is best suited to help you. This professional will then triage your case to ensure the most efficient and safe way to manage your issue
GP practices receive numerous requests for assistance daily from patients and healthcare professionals in hospitals or community teams. The information you provide through eConsult helps us prioritize patients based on their needs, so it’s important to complete the form thoroughly and honestly.
If your eConsult is submitted before 4.30pm, a healthcare professional will review it on the same day. If it’s received after 4.30pm, it will be reviewed the next working day.
I missed a call from Amwell Group Practice after submitting my eConsult?
Once the eConsult has been received and it has been determined you require an urgent or routine appointment, you will be contacted by our team. This may be either via a telephone call, text message or email. If the first encounter fails, you will receive a text message notifying you of the failed encounter. At this stage we encourage patients to contact the reception team as soon as possible to book the appointment. After one hour the team will make a second attempt to contact you. If this fails, you will thereafter need to submit a new eConsult.
How do I upload a photo in your eConsult form?
You may upload a photo if it’s relevant to your condition. Here’s how:
- Select ‘I want help for my condition’ in the eConsult form
- Choose the specific condition you’re seeking help for.
- NB: Photos cannot be submitted independently; they must be part of an eConsult.
Watch our video guide on how to upload photos: Video Guide
Conditions for Photo Upload:
- Acne
- Athlete’s foot
- Bites and stings
- Breast problems
- Cold or flu
- Conjunctivitis (sticky eye)
- Contact dermatitis
- Contraceptive pill review
- Eczema
- Elbow pain
- Hives (urticaria)
- Mastitis
- Mouth ulcer
- Rash
- Stye, Warts and verrucae
Isn’t it faster to just call the practice instead?
The eConsult forms are designed to be quick and easy to complete. If patients who are able to use eConsult do so, it helps keep our phone lines open for those who are more vulnerable and unable to use the system. This reduces wait times for everyone and prevents long queues to speak with reception or issues with not being able to get through at all. Additionally, it allows our reception staff to focus on other important tasks that help keep the practice running smoothly.
What if I am housebound? Will this system affect home visits?
No, this system will not affect home visits. If you’re housebound, you can still request a home visit by completing an eConsult online or by calling the practice directly.
Why are there so many questions on the eConsult form?
Most of the questions on the eConsult form are simple yes or no answers, so it shouldn’t take long to complete. The form is designed to safely gather important information. Some questions focus on ‘red flag’ symptoms that might suggest you need urgent care, such as going to the hospital, calling 999, or contacting the surgery or 111 directly. Other questions help us understand the nature and duration of your symptoms, allowing us to determine the best course of action. Every question is important, and while some may seem unnecessary, they could be crucial for your doctor’s assessment.
Is there any advantage to using eConsult?
For you: Yes, definitely! eConsult helps ensure that patients are seen based on clinical urgency, so you won’t have to wait long if your issue is urgent. It also saves time by avoiding unnecessary appointments and allows you to clearly explain what you need and who you’d like to see. Plus, there’s no need to wait in a phone queue, and you can complete the form at your convenience anytime between Monday and Friday.
For our practice: General practice is under more pressure than ever, with an increasing demand for services and a growing number of patients with complex needs. We aim to provide high-quality care to everyone, and eConsult helps us do this efficiently. It allows us to manage thousands of patients in a safe, streamlined, and sustainable way, ensuring we can continue to meet the needs of all who require our care.