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Enhance Primary Healthcare

Solution ID: 10076-001

Solution information last updated: 4 August 2021
Framework(s): DFOCVC



e-Reception has a focus on care navigation. It has a modular format to help practices categorise the patient query, enabling effective signposting. There are modules for GP, administration, pharmacist, etc. Our value is helping practices deliver business change resulting from digital transformation.

Full description

Practices are experiencing unprecedented levels of demand. The focus of e-Reception is to enable practices to better manage this demand with the help of effective care navigation and the use of allied health professionals in practice and primary care networks. As part of our offer, we support effective business change. Our modular format - GP query, administration, medication etc, enables practice reception teams to instantly recognise the patients query and signpost to the appropriate healthcare professional. We have listened to our GP users concerned about extensive lists of online consultation requests in their inbox. It is vital that digital ‘traffic’ is addressed at source in the most efficient manner, whilst delivering improved quality and access to patients. Practices access e-Reception via a hyperlink on the practice website. Practices receive a prompt when each submission is made and can reply to complete the consultation through the system.


This Catalogue Solution has the following features that can help meet needs in primary care:
  • A major reduction in phone traffic
  • Reduced pressure on reception teams
  • An economic evaluation supported by the YHAHSN demonstrated significant economic practice savings
  • High levels of patient satisfaction with 24/7 access
  • Integration of health professionals, for example additional roles staff in the primary pare network
  • Effective business change advice and support provided
  • Highly skilled team with a background in primary care
  • Constantly involving and responsive to changing agendas in practices

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

  • Patient/Service User requests for Online Consultation support and provides information (E00003)
  • Proxy requests for Online Consultation support and provides information (E00004)
  • 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)
  • Patient/Service User makes an administrative request (E00011)
  • Proxy makes an administrative request (E00012)
  • 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)
  • customisation of report (E00028)
  • report on utilisation of Online Consultation requests for support (E00029)
  • report on Patient demographics using Online Consultation (E00032)
  • customisation of the question sets for Patients/Service Users requesting Online Consultation support (E00080)
  • customisation of instructions to Patients/Service Users using Online Consultation Solution (E00083)
  • categorise administration requests (E00084)

Implementation timescales

These are the typical processes and timescales to implement this Catalogue Solution:
Implementations typically take one to two working days maximum, to include set up and training on our standard solution. Bespoke solutions can be provided by negotiation. Implementation is generally done remotely, with minimal disruption for practice staff. Training is straightforward, requiring no specific technical knowledge. The system is standalone and there are no transitioning data issues.

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
  • Internet Explorer 11
  • Internet Explorer 10
Mobile responsive
Mobile first approach
Plug-ins or extensions required
Minimum connection speed
Screen resolution and aspect ratio
16:9 - 1920 x 1080
Additional information
Brower versions supported are as follows: • Google Chrome 83- current version • Microsoft Edge (all versions) • Mozilla Firefox 57- current version • Opera (all versions) • Safari version 5.1.7- current version • Internet Explorer 11 (windows 7) • Internet Explorer 10(windows 8)


These are the supplier’s development plans for this Catalogue Solution:
We believe the next stage in digital transformation is in automation. We are modelling the introduction and integration of Robotic Process Automation within the e-Reception solution. We are developing new innovations within the solution for instance, chronic disease management and bespoke tools that practices require.

About supplier

Enhance Primary Healthcare, based in Leeds, was formed by a highly skilled team with a wealth of experience in general practice. We are committed to developing efficient systems which deliver transformational value for patients and practices alike. Our solution evolved with a great deal of input from both patient and practice teams. We have a great deal of knowledge and experience in challenges in practice and the ever-changing landscape. We support business change. Enhance is supported by the Yorkshire and Humber Academic Health Science Network.

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

Petra Morgan
Head Office
0113 237 1128