This article covers:
Accessing help or support from our website
There are several ways to get in touch with us. On our website, the quickest way to contact us is to use our live chat and help centre pop-up, located at the bottom right of your screen.
If there is an ongoing incident, there will also be a pop-up notification on the bottom left side of your screen. This pulls through key information about our platform from our status page.
When there is an issue affecting NHS Mail - please use our live chat to contact us. Otherwise, emails sent through to firstname.lastname@example.org may not reach us, as they too will be affected by NHS Mail problems.
Live chat support
You can access this from the pop-up on the bottom right-hand side of our website. By clicking the eConsult icon, you will open the below pop-up, including the 'Start another conversation' or 'Send us a message' section.
You should then be given a range of options - if you're an eConsult customer you should click on the 'Chat with support. This is for healthcare professionals or if you work for the NHS' option. You will be asked a few quick questions to allow us to help you quickly.
eConsult help centre
The eConsult help centre is a collection of articles, like this one.
You can access this from the pop-up on the bottom right-hand side of our website. By clicking the eConsult icon, you will open the below pop-up, including the 'Search for help' section. You can then search for keywords to do with your problem and it will suggest articles for you.
You can also go to https://help.econsult.health/en/ to access our help centre directly. From here, you can also still access our live chat support pop-up.
eConsult status page
https://status.econsult.net/ is a centralised platform to get alerts about any issues affecting eConsult platforms. You can see a history of incidents as well as sign up to be alerted about any future updates.
Below is an example of an ongoing incident on our Status page.
Subscribe to notifications about incidents
You can click on the 'Subscribe to Updates' button on our Status page to get notifications when there are any issues with eConsult's platforms.
You can choose to get notified via:
You can also find our Twitter profile, where we post all incident updates or visit our website from this page.
You will then be asked to select which eConsult products you'd like to be alerted about:
The below email will then be sent to the subscribed email as confirmation. From here, you can update your subscription whenever you need to.
If you opt into getting SMS updates, after submitting your mobile number you will be sent a text message that contains a link you need to follow before your subscription is confirmed. You'll then receive another text once confirmed with links to manage your subscription or unsubscribe.
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.