Problems receiving eConsults via email

What to do if you're no longer seeing eConsults coming in

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

eConsults can either flow directly into the clinical system or can be received by the practice into a centralised mailbox. In cases where this direct flow into the clinical system fails, eConsults will be sent to your nominated email and inbox as a precaution. You should continue to monitor this inbox in case of issues.

If you are not receiving eConsults via email, please follow the steps below prior to contacting us as this helps us to understand where the problem may lie.

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).

If there are no known issues reported on the status page, please submit a 'test' eConsult from your practice's eConsult website. This will help us to understand if there is an issue with the eConsult platform.

If you do not receive this eConsult, please send an email (from your personal email) to the email address you receive eConsults to. This will help us to understand if there is an issue with the mailbox eConsults are normally sent to.

If your email is not received to the practice email address, please contact your local IT dept, as this would suggest the issue is with NHS Mail as opposed to eConsult.

If your email is received to the practice email address, please email and provide the following information:

  • Practice name.

  • Practice code/ODS code.

  • The reference number/date of the last eConsult you have received by email (marked in red at the top of an eConsult report).

With this information, we can escalate this problem to our Engineering team for further investigation.

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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