Our Online Consultation Provider is Changing

From 07.30 am on Thursday 25th January 2024, our Online Consultation provider will be changing to eConsult.

What does this mean?

This means that the usual Online Consultation form that patients have been used to using will be changing. You will still be able to access the the new form via our home page and our appointments page on our website but it will look different.

Why use an online consultation form?

By using an online consultation form, it allows you to get help or advice from a GP at our practice online and receive a response by the end of the next working day (often, this will be earlier than the next working day). This means no more wasted queuing on the phone or need to come to the practice just to arrange an appointment. eConsult is easy to use and will give our doctors all the information they need to triage and make sure every patient gets the care they need.

How do I use eConsult and what happens after I submit the form?

You will have the option to get general advice, help for a specific condition or administrative request.
Once a condition is chosen, you can access self-help information, access local services and pharmacy advice, or get advice from the GP at our surgery.
If selecting ‘treatment and advice from my GP’ you will be directed to complete an online form about your symptoms. You will need to confirm that you do not have any symptoms that require immediate or urgent care. Please answer questions as accurately as you can, so that we can find the best way to help you.
You will then complete the eConsult online form and provide your phone number and email address at the end. Please note, that the questions asked on the form, are the same questions that a GP will ask you during a consultation. Answering the questions accurately and honestly will ensure you get the correct help.

Following this, you will be emailed a confirmation of the consultation and the practice will respond to you by the end of the next working day (often this will be earlier than the next working day). The GP may be able to deal with the issue immediately, without the need for a consultation. Alternatively, they may signpost you to other more appropriate local services, or recommend a telephone or face-to-face consultation, which the reception team will book when they contact y0u.

When can I use eConsult?

You can use eConsult Monday to Friday from 7.30 AM to 11.00 AM.

What happens if I have more than one issue?

Please submit one eConsult per problem. This may mean you are submitting more than one eConsult. This will allow us to gather more accurate information to help you.

When will I get a response back?

The GP will review your response and get back to you by the end of the next working day but this can often be a lot earlier than the next working day. We will contact you by phone or text. eConsults are prioritised and allocated depending on urgency and requirements. If an appointment is needed, the GP will allocate this to the most appropriate member of the practice team. This may not be a GP. The practice includes lots of Allied Health Professionals, for example, Advanced Nurse Practitioners (ANPs), Musculo-Skeletal Practitioner, Paramedic, Mental Health Practitioner, Pharmacist or Social Prescribing Link Worker. The GP will also decide if this needs to be a telephone or face-to-face consultation or, if appropriate, allow the patient to choose which they prefer.

What about the elderly and vulnerable?

Elderly and vulnerable patients who have access to the internet can use the service, otherwise they can call the surgery, as usual, on the practice telephone number 01204 463777.

What about my child?

Parents can submit an eConsult form on behalf of their children, if they are over 6 months of age. For children under 6 months of age, please phone the surgery 01204 463777.

Please note that for safeguarding reasons, you must be the child’s legal guardian and both you and the child must be registered at the same practice. You must also be above the age of 18 to complete an eConsult for a child.

But I need to be seen?

The GP triaging or responding to your eConsult will determine whether you need to be seen. If you need a face-to-face appointment, you will be given one. Alternatively, if may not be necessary for you to be seen and the problem may be resolved remotely.

What happens if my condition is not listed on eConsult?

If your condition is not listed, please select the option ‘Ask about general symptoms….’

Can I submit a photo?

You may be asked to submit a phone with your eConsult to help us diagnose you. However, please do not include photos of intimate areas – for example genitalia or breasts.

I completed an eConsult but I have not heard back from the practice

This should not happen, however, it if does and you have not heard back from the practice by the end of the next working day, please contact the surgery 01204 463777, and we will deal with this promptly.

I have an administrative request

You can submit admin requests such as requesting a fit note (sick note) by visiting our website, go to the eConsult banner and select administrative request.

When I try to complete an eConsult, the system kicks me out and asks me to contact the practice or NHS 111

Please contact the practice on 01204 463777 and inform us. You will be advised how the medical condition will be best resolved. Contact NHS 111 when the practice is closed or 999 in an emergency.