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Doctorlink Online Consultation


Solution ID: 10011-004

Solution information last updated: 28 June 2021
Framework(s): DFOCVC



Doctorlink is a safe, comprehensive and accurate online triage tool, allowing practices to choose between using either fully automated or clinician-led triage. As an ISO13485 certified provider of an MHRA Class 1 Medical Device, Doctorlink underwrites the safety of all automated triage outcomes.

Full description

Doctorlink offers a flexible and highly configurable single digital solution, designed to respond effectively to local practice operational models. Fully automated triage: supports demand management and requires no practice intervention. The online triage safely directs patients to the most appropriate care pathway or to self-care. Integration with Directory of Services automatically signposts patients to local healthcare services where appropriate. Direct booking functionality for those who need to attend their practice offers time sensitive appointments, mapped to clinically appropriate skillsets and consultation type (telephone, video, face-to-face). Practice-led triage: the patient’s completed online assessment is sent automatically and securely to their practice to action. This option enables clinicians to remain in full control of patient triage and allows them to determine the most appropriate action (including endpoint and timeframe within which outcomes should be met).


This Catalogue Solution has the following features that can help meet needs in primary care:
  • Patient access to online triage 24/7, via iOS/Android Apps and web-enabled devices
  • Inbuilt Red Flag/Safeguarding/COVID alerts aligned with National/NICE/best practice guidelines
  • Safe, time sensitive and appropriate signposting to healthcare services, based on clinical need
  • Further refined signposting available through connection to local Directory of Services
  • Time sensitive, clinically appropriate direct appointment booking into SystmOne, EMIS and Vision
  • Outcome reports are automatically saved directly to patient records in SystmOne, EMIS and Vision
  • Administrative tasks: fit notes/test results/referrals/repeat prescriptions connected to workflow
  • Comprehensive bespoke, on demand and monthly customer reporting
  • Embedded Video Consultation functionality available between clinician and patient
  • MHRA Class1 Medical Device, Cyber Essentials+, Data Security & Protection Toolkit, ISO270001/13485

Capabilities met - NHS assured

This Catalogue Solution has demonstrated that it can help meet the following needs in primary care:

Online Consultation, 1.0.1

The Online Consultation Capability allows Patients/Service Users/Proxies to request and receive support relating to healthcare concerns, at a time and place convenient for them.
How this capability was met
Capabilities are a set of requirements that are defined using short descriptions called epics. Capabilities are achieved when a Catalogue Solution meets the required epics.
There are two types of epic: must and may. Some capabilities require the Catalogue Solution to meet all of the must epics, some require only one must epic to be met. May epics are optional.
This Catalogue Solution has achieved the following:
Must epics

Must epics that have been met

  • Online Consultation (E00001)
May epics

May epics that have been met

  • Online Consultation with a Proxy (E00002)
  • Patient/Service User requests for Online Consultation support and provides information (E00003)
  • Proxy requests for Online Consultation support and provides information (E00004)
  • Patient/Service User makes an administrative request (E00011)
  • self-help and signposting (E00019)
  • Proxy supporting self-help and signposting (E00020)
  • symptom checking (E00021)
  • symptom checking by a Proxy (E00022)
  • customisation of report (E00028)
  • report on utilisation of Online Consultation requests for support (E00029)
  • report on outcomes or dispositions provided to the Patient/Service User (E00030)
  • report on the status of Online Consultations (E00031)
  • report on Patient demographics using Online Consultation (E00032)
  • Patient/Service User feedback for Online Consultation (E00075)
  • record Online Consultation outcome to the Patient Record (E00076)
  • Verify Patient/Service User details against Personal Demographics Service (PDS) (E00078)
  • save the complete record of an Online Consultation to the Patient Record (E00089)
  • Proxy Verification (E00091)

Video Consultation, 1.0.0

The Video Consultation Capability allows Health or Care Professionals to conduct secure live remote video consultations with individual or groups of Patients/Service Users/Proxies ensuring they can receive support relating to healthcare concerns when a Video Consultation is most appropriate.
How this capability was met
Capabilities are a set of requirements that are defined using short descriptions called epics. Capabilities are achieved when a Catalogue Solution meets the required epics.
There are two types of epic: must and may. Some capabilities require the Catalogue Solution to meet all of the must epics, some require only one must epic to be met. May epics are optional.
This Catalogue Solution has achieved the following:
Must epics

Must epics that have been met

  • conduct Video Consultation (E00039)
May epics

May epics that have been met

  • waiting room (E00062)
  • Patient/Service User feedback on Video Consultations (E00069)


View information about the systems this Catalogue Solution integrates with to exchange data:

Supplier asserted integrations

Supplier asserted integrations are interoperability interfaces prepared by a supplier and are not specified or assured by the NHS.

Implementation timescales

These are the typical processes and timescales to implement this Catalogue Solution:
We agree the most suitable local implementation and training option for practices in advance. Training can consist of live webinars, e-learning, or on-site face-to-face sessions (when appropriate/permitted). We offer virtual training (webinar/e-learning) as standard to minimise disruption. Webinar: Practices attend a one-hour webinar and interactive product demonstration, plus a 45-minute Q&A session. This enables staff to fully understand the functionality, safety and effectiveness of our solution. E-learning: We have created training modules (via an online portal) with Training Tracker, commonly used throughout the NHS for mandatory staff training. Modules conclude with a series of questions to ensure understanding; a score threshold must be met to be recorded as complete. Training can be undertaken at any time and takes c.1 hour to complete. Face-to-Face: Training is delivered to small groups or one to one; each session is c.1hr 30 mins. Ongoing support is provided across the contract term.

Client application type

This Catalogue Solution is supported by the following client application types:
Browser-based application
Supported browser types
  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox
  • Opera
  • Safari
  • Chromium
Mobile responsive
Mobile first approach
Plug-ins or extensions required
Minimum connection speed
Screen resolution and aspect ratio
5:4 - 1280 x 1024
Hardware requirements
Sufficient to run a web browser. Camera (connected video consultations only).
Native mobile or tablet application
Supported operating systems
  • Apple IOS
  • Android
Mobile first approach
Minimum connection speed
Connection types supported
  • GPRS
  • 3G
  • LTE
  • 4G
  • 5G
  • Wifi
Memory size
Storage space
There are no additional storage requirements.
Hardware requirements
Camera (video consultations only).

Hosting type

These are the ways this Catalogue Solution can be hosted:
Public cloud


Doctorlink provides web application services from the Microsoft Azure public cloud in England. Backups and service resilience are also hosted in England. No patient information is stored outside of the UK. All Doctorlink services are provisioned from the platform and the customer is not required to procure their own.


These are the supplier’s development plans for this Catalogue Solution:
Supplier defined product roadmap and/or progress against the Standards roadmap. Doctorlink’s Product Roadmap is reviewed and updated monthly to meet customer requirements and priorities. Current (as of June 2021) priorities and planned developments include: - Direct integration with practice systems for surgeries that use an unconnected set-up - Integration into the NHS App - Accessibility enhancements - Increased offering for practices to configure Doctorlink and have greater access to, and flexibility of, reporting functionality - Long term condition management: surveys for chronic conditions e.g., Asthma, Diabetes

About supplier

Doctorlink is one of the UK's leading digital triage and video consultation platforms, providing 24/7 access to healthcare for over 12.5 million NHS patients covering 1,500 GP practices. The Doctorlink digital platform saves cost, improves efficiencies and delivers significant demand management to GP practices and commissioners. It also increases the accessibility of healthcare by enabling people to engage in their health and wellbeing, guiding them to the right care at the right time. Using Doctorlink leads to better outcomes and drives prevention. In 2020, Doctorlink joined the HealthHero family of digital health companies. HealthHero provides a full spectrum of holistic digital healthcare services delivered through a suite of digital tools. As the preferred supplier to over 1000 businesses, HealthHero solutions reach c.22 million individual lives. HealthHero currently operates in the United Kingdom, Germany, Republic of Ireland and France.

Learn more

Learn more about this Catalogue Solution, for example its price, the standards it has met and any additional or associated services available.

Contact details

Kate Macauley
07427 655270
Keith Nurcombe
07860 682132