eConsult Case Studies

We have more experience than any other online consultation provider. Read the eConsult case studies to see how our experience across thousands of practices can help you transform the way your deliver care to your patients.

We know every practice is different which is why we suggest different workflow for different practices.

Workflows

Preferred Choice Model

1. Hedge End

Before eConsult

  1. Patients contact GPs through existing methods
  2. Increased demand for appointments and difficulty managing patient needs
  3. Increased stress on practice Difficult to book appointments

After eConsult

  1. Practice introduce eConsult
  2. Direct marketing from practice to raise awareness and use of eConsult
  3. 25% channel shift to online. Save one GP slot per week.

2. Chelston​ Hall

Before eConsult

  1. Patients contact GPs through existing methods
  2. GPs still see the most patients regardless of need
  3. Most expensive resources seeing the most patients – difficulty managing workload

After eConsult

  1. eConsult added as a new contact path to replace some of the demand through other channels
  2. All requests through eConsult are triaged to the most appropriate healthcare professional
  3. Improved use of resources, GPs see the most complex patients. Other healthcare professional see relevant patients

On the Day Demand Model

1. Sidcup

Before eConsult

  1. Patients ring practice from 8am to request a same day appointment. Long wait time for patients
  2. Duty doctor telephone triage: 40-50 callbacks/ day
  3. Doctor leaves at 9pm

After eConsult

  1. Telephone triage is replaced by eConsult. Instant access 24/7
  2. More efficient online triage. Fewer duty doctor telephone callbacks.
  3. Majority of patients are managed without a face to face. Duty doctor leaves at 6pm

2. Stonehaven

Before eConsult

  1. Patients queue at practice from 8am to request an on the day appointment
  2. 60-70 walk-ins everyday regardless of need
  3. Long patient wait and increased pressure on the practice. Some patients may not require a GP

After eConsult

  1. All on the day requests come through eConsult, rather than walk-in
  2. 50-60 eConsults/day triaged by clinical need by duty doctor
  3. Majority of patients are managed without a face to face. Duty doctor leaves at 6pm

Centralised Working Model

1. eHub

Standard eConsult model

  1. eConsults sent to practice as normal
  2. All eConsults managed by individual practice
  3. Continuous need for training. No shared resources

With centralised working model

  1. All eConsults go through a centralised processing hub
  2. More than 75% remote closure rate by a specialist team
  3. Practice relevant requests are triaged back to practice. Resources shared across the practice. Available in and out of hours