Purpose of this policy:
To ensure the safe, effective, and equitable use of Online Consultations/eConsults for all our patients. eConsult is intended for appropriate, non-urgent clinical and administrative requests. This policy outlines how patients should use the service and the circumstances in which submissions may be limited or redirected.
1. What eConsult Is For
You may use eConsult for:
– Non-urgent medical concerns.
– Medication queries or requests (when clinically appropriate).
– Fit note (sick note) requests.
– Follow-up questions agreed with a clinician.
– Administrative queries (e.g., test results, referral questions).
2. What eConsult Should NOT Be Used For
eConsult is not appropriate for:
– Medical emergencies (e.g., chest pain, severe breathing difficulty, stroke symptoms, heavy bleeding).
– Problems requiring same-day urgent assessment.
– Submitting multiple eConsults for the same problem within 72 hours.
– Requests for repeat prescriptions that should be ordered via the NHS App or through our prescription line.
– Inappropriate, abusive, or offensive language.
3. How Many eConsults You Can Submit
To ensure fair access:
– Please submit one eConsult per problem.
– Do not submit multiple eConsults for the same condition unless asked to by a clinician.
– Do not submit an excessive number of eConsults e.g. more than two per week without medical necessity.
– The practice may temporarily restrict excessive submissions if this affects equitable access for others.
4. Expected Response Times
– All eConsults submitted during opening hours will be reviewed the same day.
– After review, the practice will decide the most appropriate next step, which may include:
• A same-day call
• A routine appointment on another day
• A text message with advice
• Signposting to another service
– The practice may close eConsult submissions early on days of extremely high demand.
5. Accuracy and Responsibility
By submitting an eConsult, you agree to:
– Provide accurate, honest, and complete information.
– Provide a safe phone number and check messages regularly.
– Use your own patient details (submissions on behalf of someone else must say so and be appropriate).
Incorrect or misleading information may delay your care.
6. Inappropriate or Abusive Use
The practice operates a zero‑tolerance policy.
eConsult submissions containing:
– Aggressive or abusive language
– Threatening behaviour
– Misuse of the system to obtain urgent treatment
may lead to:
– The eConsult being closed without clinical action
– A warning issued
– Removal from the practice list in serious cases
7. Changes to the Service
eConsult availability may change depending on:
– Clinical capacity
– Safety concerns
– National NHS guidance
Changes will be communicated through the practice website and other channels.
8. Acceptance of the Policy
Submitting an eConsult indicates acceptance of this Fair Use Policy. The policy is reviewed annually and may be updated to ensure safe, effective patient care.