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eConsult

eConsult Health

Solution ID: 10026-001

Solution information last updated: 23 June 2021
Framework(s): DFOCVC

Description

Summary

eConsult is the UK’s leading online consultation provider, working with 3,300 practices across the UK. eConsult was developed to improve demand management & enable clinicians to determine which patients require face-to-face appointments by providing asynchronous triage ahead of any patient contact.

Full description

eConsult is designed to ensure patients complete a full, structured history upfront: our questionnaires include a mix of binary questions, confidence scoring, integrated questionnaires, photo uploads, free-text boxes and red flags. This ensures clinicians have all the information they need to safely manage patients remotely, in the absence of a secondary contact where possible. Practice data demonstrates 85% eConsults can be managed remotely. eConsult’s USP: ● Built and led by NHS clinicians and co-designed with our users ● Award-winning clinical governance and in-built red flags, ensuring no urgent queries are sent to practices ● 11 years’ experience in digital synchronous and asynchronous consultations ● Bespoke change management and transformation support for practices We have evolved our platform to ensure we can offer practices a holistic solution to review, process and manage eConsultations: SMS, enhanced video and click-to-call are now included within our core functionality.

Features

This Catalogue Solution has the following features that can help meet needs in primary care:
  • Consultation templates: administrative, paediatrics, symptoms led, condition specific and reviews
  • Dynamic red flagging system to identify and redirect urgent queries prior to/during consultations
  • Structured question sets including integrated health questionnaires and photo uploads
  • Signposting to self-help, pharmacy, local services and UEC services as appropriate
  • Integration with NHS Login and NHS App
  • Interopability with EMIS Web, Docman10, SystmOne and Vision
  • Post-consult options include email & SMS messaging, instant/scheduled video and internet telephony
  • Variable response times for eConsult and ability to switch off at evenings/weekends
  • Locally configurable options (e.g. website configuration, response time, local services, etc)
  • Weekly and monthly usage reporting and monthly patient satisfaction reporting

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)
  • respond to Online Consultation requests for support from Patients/Service Users (E00005)
  • respond to Online Consultation requests for support from Proxies (E00006)
  • include attachments in Online Consultation requests (E00007)
  • include attachments in Online Consultation requests from a Proxy (E00008)
  • automated response to Online Consultation requests for support from Patients/Service Users (E00009)
  • automated response to Online Consultation requests for support from Proxies (E00010)
  • respond to administrative requests for support from Patients/Service Users (E00013)
  • respond to administrative requests for support from Proxies (E00014)
  • automated responses to administrative requests from Patients/Service Users (E00015)
  • automated responses to administrative requests from Proxies (E00016)
  • view the Patient Record during Online Consultation (E00025)
  • Patient/Service User feedback for Online Consultation (E00075)
  • Verify Patient/Service User details against Personal Demographics Service (PDS) (E00078)
  • save the complete record of an Online Consultation to the Patient Record (E00089)

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

  • conduct a Video Consultation with the Patient/Service User without registration (E00041)
  • end Video Consultation with a Patient/Service User (E00043)
  • Direct Messaging during a Video Consultation (E00045)
  • conduct group Video Consultations (E00048)
  • electronically share files during a Video Consultation (E00051)
  • invite new participants to an existing Video Consultation with a Patient/Service User (E00066)
  • Patient/Service User feedback on Video Consultations (E00069)
  • test the Video Consultation settings (E00070)
  • In call video tools - zoom (S020X01E01)
  • In call video tools - video blurring (S020X01E02)

Integrations

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:
Our mobilisation process involves a deployment window of one week per practice, managed through a dedicated Operations Executive. Our support package includes a mix of online training, tailored support sessions for individual practices, topical webinars, and weekly Q&A clinics. Implementation and service deployment: ● Practice website set-up and eConsult configuration within the NHS App ● Configuration of the eConsult Toolbar ● Clinical systems set-up ● Inbound support desk ● Second line support available from our Transformation, Clinical Governance, Technical and Executive teams Change management support: ● Online training for clinical and non-clinical staff ● Unlimited access to our customer help centre (includes training videos, templates, case studies, best practices) ● Regular topical webinars focusing on workflow, demand management, long-term condition reviews etc ● Bespoke change management support through our Transformation Managers ● Ongoing marketing and communications support

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
  • Safari
  • Chromium
  • Internet Explorer 11
Mobile responsive
Yes
Mobile first approach
Yes
Plug-ins or extensions required
No
Minimum connection speed
2Mbps
Screen resolution and aspect ratio
16:9 - 1920 x 1080
Hardware requirements
None required, optional webcam.
Additional information
eConsult does not require any local software to be installed, configured or maintained. Optional use of the eConsult toolbar is recommended and requires admin rights to download either at practice level or centrally via the IT department. The toolbar is only compatible with Windows and requires 1GB space.

Hosting type

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

Summary

eConsult platform is hosted across two public cloud providers: - AWS UK (London) - Redcentric PLC (Harrogate) A secure connection is in place between the AWS UK and Redcentric networks, ensuring end-to-end encryption. The licenced user does not have to setup or pay for any of the above public cloud infrastructure to use eConsult. For full access to the platform, clinical/administrative users only require an internet connection, a suitable browser installed and an optional webcam.

Roadmap

These are the supplier’s development plans for this Catalogue Solution:
We are a product-led company that puts our users at the very heart of everything we do. Our Product and Engineering teams come from a range of multi-disciplinary backgrounds, allowing them to ship innovation fast and at scale, while assuring clinical safety. We use a range of qualitative and quantitative tools to identify underserved needs and turn them into delightful experiences - making healthcare more accessible and achieving ever better patient outcomes. Areas of focus: • Improved control and demand management – giving practices more control over how and when they use eConsult • Enhanced management options – SMS, enhanced video, click-to-call and smart workflow rules included • Workflow enhancements – helping practices automate and streamline demand management and support federated models of working • Linking Health economies – deeper integration between primary care and urgent/emergency care including linking eTriage to eConsult and redirection to appropriate care services

About supplier

eConsult is the UK’s leading online consultation provider working with 3,300 GP practices. eConsult was developed to improve demand management and enable clinicians to determine which patients require face-to-face appointments by providing asynchronous triage ahead of any patient contact. Our USP: ● Built and led by NHS clinicians and co-designed with our users ● Award winning clinical governance and in-built red flags, ensuring no urgent queries are sent to practices ● 11 years experience in digital synchronous and asynchronous consultations ● Bespoke change management and transformation support for practices We have evolved our platform to ensure we can offer practices a holistic solution to review, process and manage eConsultations: SMS, enhanced video and click-to-call are now included within our core functionality.

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

Amy Shott, Commercial Director
Commercial and Partnerships
07704157390
commercial@webgp.com