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"Insensitive e-consultation service"

About: General Practices in Grampian

(as a service user),

I have just used eConsult to request a sick line from my doctor due to having a miscarriage. At the end of the consultation I was asked the standard questions regarding alcohol, smoking, gambling…. and if I could be pregnant or if I’m breastfeeding. Devastated. It’s absolutely unacceptable that this happens. I then tried to contact eConsult directly to complain, but there was no obvious way to do this electronically from their website. Only a phone number, and I am far too upset to speak to someone. 

I have completed their “one time survey” regarding the system multiple times and flagged up that this question should not be asked routinely. For those of us with fertility issues, it is devastating to be asked these questions when you’re trying to request input for something unrelated. There is no consideration for the mental health of people using the system, and the lack of foresight/consideration of psychological factors is shocking.

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Responses

Response from Kirsten Dickson, Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team, NHS Grampian 3 months ago
Kirsten Dickson
Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team,
NHS Grampian
Submitted on 05/05/2022 at 16:31
Published on Care Opinion at 16:31


picture of Kirsten Dickson

Dear Jo5282

I’m truly sorry for your loss and can completely understand how the generic questioning in the e-Consult form has left you feeling at such a difficult and sensitive time for you. Thank you for getting in touch.

Although e-Consult was made available to all General Practices to support their work in providing safe Primary Care each practice has developed their own strategy for using it and it would be best for them to hear your concerns directly via the Practice Manager. I know not everyone feels comfortable doing this and you’d prefer I can get in touch on your behalf. To do this you would need to forward the name of the practice to me either via email: kirsten.dickson@nhs.scot or phone/text: 07885720267. Or if you are happy to do this yourself that’s fine too. Most of the General Practices in Grampian are independent contractors and have separate complaints and feedback procedure to NHS Grampian and don’t routinely access the Care Opinion system.

In the meantime I will look to see if I can find someone within our teams here taking comments about the overall use of eConsult and let you know what the outcome is.

Take care,

Kirsten

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Response from Kirsten Dickson, Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team, NHS Grampian 3 months ago
Kirsten Dickson
Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team,
NHS Grampian
Submitted on 05/05/2022 at 18:18
Published on Care Opinion at 18:18


picture of Kirsten Dickson

Hello again Jo5282,

I contacted the e-Consult team through the live chat on their website (www.econsult.net) and they responded really quickly, I suspect it's the same site you completed the 'one time survey' but thought I'd let you know anyway.

The team at e-Consult would be happy to look into it further but have also requested the name of the practice to proceed. If you would feel comfortable sending this to me it would be really helpful, but I also understand if it's not something you feel like taking further at the moment (there is no rush and you can come back to me at anytime). I wouldn't share your contact details with the practice or the e-consult team.

Take care,

Kirsten

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