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eConsult system

Story from nhs.uk

"eConsult system"

About: Wilson Practice

I have had to use your eConsult system on several occasions over the last 2 years, to report health conditions that my elderly mother was experiencing.

I find it very frustrating trying to use the system. I’m sure that’s the case for those with accessibility issues or those who are too old to have any kind of device connected to the internet. My mother can’t use it.

There are too many questions when trying to answer the medical section. If you want to use the admin section, there isn’t enough room to explain things as I discovered recently.

The inability to leave eConsults after a certain time in the day is ridiculous. The explanation that you want GPs to be able to respond to all eConsult requests within a day, hence why there is a cut-off time for submitting requests, speaks more to meeting targets than enabling patients or carers to communicate with the practice. I often don’t have time or access during the day, and on coming home have to dwell on an issue overnight without being able to report it.

This, coupled with the really excessive length of time it now takes to speak with anyone at the practice, doesn't feel like the best approach in terms of providing care to patients.

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Responses

Response from Wilson Practice 12 months ago
Wilson Practice

Submitted on 10/07/2024 at 07:53
Published on nhs.uk at 07:54

Dear patient,

Thank you for taking the time to share your concerns regarding our eConsult system. We deeply appreciate your feedback and apologise for the frustration and inconvenience you have experienced.

We understand that navigating the eConsult system can be challenging, especially for those with accessibility issues or for elderly patients who may not be comfortable with digital technology. We strive to make our services accessible to all our patients, and it is clear that we have fallen short in this instance.

Addressing Specific Concerns

Complexity of the Medical Section:

We acknowledge that the medical section of eConsult contains numerous questions, which can be overwhelming. Our intention is to gather comprehensive information to provide the best possible care. However, we recognise the need to streamline this process and are actively working on simplifying the user interface to make it more user-friendly by exploring other platforms. We have been waiting for further advice from our ICB with regard to funding for exploring other platforms to use following patient feedback.

Admin Section Limitations:

Your feedback about the insufficient space in the admin section is duly noted. We are reviewing the current constraints and exploring ways to allow more detailed explanations. This will help ensure that all necessary information is captured accurately and efficiently. This again follows a feedback to provider process or looking at an alternative provider.

eConsult Availability:

We understand the frustration caused by the cut-off time for submitting eConsult requests. The current system is designed to ensure that GPs can respond to all requests within a day. However, we realize that this approach may not be convenient for everyone. We have changed our opening times but now operate a cap to ensure that clinicians are working safely. We, along with Primary Care nationally are all struggling to financially support the increase of patient numbers and lack of funding to follow.

Communication with the Practice:

We regret the long waiting times you have experienced when trying to speak with someone at the practice. Our reception is manned 08:00 - 18:30 Monday to Friday and the team will help to direct your need outside of eConsult hours.

Moving Forward

Your feedback is invaluable in helping us improve our services. We are committed to making necessary adjustments to our system to better accommodate the needs of all our patients, including those with accessibility challenges and limited availability during the day.

In the meantime, if you continue to face difficulties or have any urgent concerns, please do not hesitate to contact our Reception team. We are here to assist you and ensure that you receive the care and attention you need.

Once again, we apologise for any inconvenience caused and appreciate your patience and understanding as we work to enhance our services.

Sincerely,

Rachael Sowerby

Practice Manager

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