This article covers:


What is click to call?

Click to call allows you to call your patient directly from your computer, thanks to the eConsult toolbar. It allows you to speak to patients without needing to use your telephone. However, if you'd rather use your handset or mobile phone, you can also use this option.

From the 'Video' icon on the eConsult toolbar, you can quickly call your patient at no cost to you or the person you are calling.


How to use click to call

Navigate to the video icon on the toolbar and click on the ‘Consult Now’ section to start an audio call by selecting the 'Phone Call' option.

You can choose how you want to join the consultation:

  • From your own number - landline or mobile

  • From your computer (we recommend having a headset for audio calls)

Both paths are outlined below.

Input the patient's phone number and, if calling from your own number, input your chosen telephone number. If joining from the computer, make sure your sound and microphone are working. Then click 'Start Call'.

Regardless of your chosen dialling method, your number will not be shown to the patient - they will receive a call from 02080925770. We have had feedback that practices would prefer this to be from an unknown number, we're working to implement this.

Calling from your number

The patient will be called first and when they pick up they will hear a message saying 'Please wait while the call is connected'.

Once they have picked up, the system will call the number you have inputted. This is the message that you will see while the patient connects to the telephone call.

Once your call has connected and you are speaking to the patient, you'll see this screen:

You can then either end the call by clicking the red 'Hang up' button on your screen or hang-up normally from your chosen phone number and device.

Calling from your computer

From the 'Consult Now' screen you can select to join the consultation from 'This Computer'.

Once you have inputted the patient's number and clicked 'Start Call' they will be called over the internet but it will look like a normal phone call for them. This is what you will see while the patient answers the call. They will hear a message saying 'Please wait while the call is connected'.

Once the patient answers the call it will connect and you will be able to hear them immediately; please note you may get a pop up requesting access to your microphone. Please ensure you press ‘Allow’.

During the call, you're able to mute yourself and see a running total of the length of the call on your screen. Once you've finished the consultation you can press the red ‘Hang Up’ button on your screen to end the call.


Switching between video and telephone consultations

You might have noticed that when you are speaking to the patient, you also have the option to upgrade or downgrade between video and telephone calls.

If you're calling your patient and want to convert to a video call, you'll need to click the video icon.

If you're on a video consultation with your patient and want to convert to an audio-only telephone call, you'll need to click the ringing phone icon.

Find out more about switching between video and telephone calls here.


Things to note

  • The number used is an outbound only landline number: 02080925770. Therefore patients will not be able to call the number back.

  • We chose to have a number rather than the caller being marked as 'Private' or 'Anonymous' following feedback sessions from patients. Currently, you're not able to personalise the number.

  • You are able to hang up at any time if the patient doesn't answer, or it will ring onto their voicemail where you can choose to leave a message.

  • At the moment you can only copy and paste in a patient’s telephone number from their eConsult or clinical record, but we’re also working to allow you to read telephone numbers directly from a patient’s record.

  • Please note that unless a specific clinic is set up for video recording (training or otherwise), telephone and video calls are not recorded.

  • Clinicians enter their consultation notes alongside the eConsult in the normal way.


Future developments

In the future, you will be able to…

  • Read telephone numbers directly from a patient’s record instead of having to copy them in yourself.

  • We have had feedback that practices would prefer the call to come from an unknown number, instead of the current outbound only number, we're working to implement this.

Visit the eConsult Roadmap to share your thoughts and shape the future of eConsult!


If you have any questions or you feel that this article could be improved, please feel free to give us some feedback by emailing us, pressing the emojis below or using the chat button on the bottom right-hand side of this page to speak to one of the eConsult team.

Did this answer your question?