When the practice asked to receive eConsults via Vision (interoperability), you should have been informed that when there are any issues with the delivery of eConsults via Vision or Mesh, eConsults revert to email delivery as a fallback. If an eConsult has more than 4 pictures attached, these will be delivered via email.

We use Mesh to enable eConsults to be delivered via Vision. If there are any issues with Mesh or Vision we cannot provide any assistance as this is out of our control.

If you are not receiving any eConsults directly into Vision (interop), 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).

eConsults appear in Vision Mail Manager as ‘Tertiary reports’ and appear as ‘Other attachment’ in the patient journal, please ensure this has been checked.

Ensure the ‘scheduler’ is enabled to pull messages every 5-10 minutes, if it is any longer this could be a reason as to why you have not received any eConsults.

Please check the practice email inbox where you used to receive eConsults to ensure the eConsults have not fallen back to email delivery.

If there are no eConsults in the email inbox, please submit an eConsult via your practice's eConsult site to see if this is received.

If this eConsult submission is not received via the clinical system or email within 4 hours please email practice.support@webgp.com and provide the following information:

  • Practice name.

  • Practice code/ODS code.

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

Please note, we have the ability to revert back to email delivery if you are experiencing issues with Vision delivery, please let us know if you would like us to revert.

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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