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Problems with patients receiving post-consult messages
Problems with patients receiving post-consult messages

What to do if a patient hasn't received your email response to their eConsult

Laura Perring avatar
Written by Laura Perring
Updated over a week ago

When you use our post-consult messaging (PCM), an email is sent to the patient with the message that you have written. This message is sent to the email address provided on the eConsult submission.

If a patient has contacted the practice to inform you that they have not received a response to an eConsult submission, but the patient's notes suggest a PCM was sent, please follow the steps below prior to contacting us.

What to do?

Check our status page to see if any issues have been reported.

We recommend you sign up to receive notifications for any platform problems or updates. This can be sent to more than one member of the team by email or text but each person will need to sign themselves up and verify their registration (if via email).

Ask the patient to check their email's junk or spam folder of their email folder. It might also be worth making sure that they have checked all their email accounts in case they provided a different email address to the one they have checked.

If the patient has confirmed that they haven't received the post-consult email message, please email us at with the following information:

  • Your practice's name.

  • Your practice's code/ODS code.

  • The eConsult's reference number (found on the eConsult submission).

  • The consultation PIN that was used to send the PCM (found on the eConsult submission, marked in red).

Once we have this information we can escalate this to our Engineering team who can provide a delivery log. This delivery log will show any problems between the practice sending the email or any evidence to show that the email was sent and received as expected.

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.

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