Missing eConsult from a patient

What to do if a patient has submitted an eConsult but you've not received it

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

If a patient has contacted you because they have not received a response regarding an eConsult submission, please follow the steps below prior to contacting us.

1. Check to see if there are any reported problems with eConsult

Check our status page to see if any issues were reported with the platform on the date that the eConsult was originally submitted.

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).

2. Check to see if the eConsult is in your inbox/clinical system

If you receive eConsults via email, please check the practice's eConsult email inbox and search in all folders using the patient name.
All eConsult email subject boxes contain the patient's name e.g. Online GP consultation [Administrative help: Discuss a recent test(s)] from Marge Simpson [Age: 28 years] (Phone number: 07777777777)

If you receive eConsults via your clinical system, please ensure you have checked Workflow/Mail Manager as well as the patient record to see if the eConsult has already been saved.

3. Get in touch with us

If the eConsult is not in the inbox/clinical system, please email practice.support@econsult.health and provide the following information:

  • Practice name.

  • Practice code/ODS code.

  • The eConsult reference number and the date of the submission

    • You can find these details on the reminder email you would have received about the eConsult submission needing a response.

    • You can also ask the patient for the reference number as it is included in the confirmation email they receive following a submission.

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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