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Duplicate eConsults via email and the clinical system
Duplicate eConsults via email and the clinical system

What to do if you're getting eConsults arriving by email and straight into the clinical system

Faye avatar
Written by Faye
Updated over a week ago

When an eConsult submission is made and the eConsult report starts to flow directly into the clinical system, the clinical system sends us an 'acknowledgement' message.

If this acknowledgement message doesn't change to a 'confirmation of receipt' message within 1 hour, we assume that there has been an issue with the clinical system receiving the full eConsult report. At that point, we will send the eConsult to the nominated eConsult email inbox (the default 'fallback' option in case of problems).

In some circumstances, there may have been an issue or delay within the clinical system in changing the message that we received from 'acknowledgement' to 'confirmation of receipt'. Once this issue is resolved, the eConsult then flows into the clinical system as expected.

However, if this resolution happens after the email eConsult report has been sent, it may appear to the practice that 'duplicate' eConsults have been received - one into the clinical system, and one into your email inbox.

We appreciate that this can cause confusion for the practice, however, we do this to ensure that there is not a substantial delay in delivering the eConsult report to you, in the interest of patient safety.

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 you would like to revert to email delivery to avoid further duplications, please email with the following information:

  • Practice name.

  • Practice code/ODS code.

  • Confirmations that would like to revert back to email delivery.

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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