An online consultation is a digital way for patients to communicate with the practice and our healthcare professionals remotely. It allows patients to seek medical advice, request appointments, and submit administrative queries without needing to visit in person or contact us via telephone.
Purpose
This policy outlines the appropriate use of online consultations in at Guardian Medical Centre and provides a framework for managing patients who may use the service inappropriately. The aim is to ensure online consultations are used effectively, safely, and in accordance with NHS guidelines, while also safeguarding both patients and healthcare providers.
Scope
This policy applies to all staff, including clinicians, administrative support, and patients using the online consultation service within the practice.
Appropriate Use of Online Consultations
Online consultations should be used for non-urgent medical problems, general medical queries, follow-ups, and ongoing management of chronic conditions, or long term condition reviews where face-to-face consultations may not be deemed necessary.
Patients are encouraged to use the online consultation service as an alternative method of accessing the practice instead of telephoning or attending face to face.
Services available through online consultations include but are not limited to:
- Medical advice for minor health concerns
- Management of long-term conditions
- Referral requests and follow-up appointments
- Administrative enquiries
Inappropriate Use of Online Consultations
Online consultations should not be used for:
- Emergency or acute care (e.g., chest pain, severe abdominal pain)
- Mental health crises or urgent psychological support
- Conditions requiring immediate physical examination
- Prescription requests
** Patients who frequently misuse the service for inappropriate requests (e.g., excessive use of online consultations for non-medical purposes) may be flagged and reviewed.
Management of Inappropriate Use
- Informal Warning: If a patient’s online consultation usage appears inappropriate, the practice may decline the request and advise the patient to contact us in a more appropriate manner for the nature of their request. The patient will also be directed to the ‘Online consultation policy’ on the website to outline the correct usage of the service and explain the nature of acceptable requests.
- Formal warning: If misuse persists, [i.e. 2 x inappropriate requests within a 12month rolling period] a formal warning will be sent to the patient indicating that continued misuse may lead to a review of their access to online consultations. The patient will be reminded of the practice ‘Online consultation policy’ on the practice website to explain the correct usage of the service and the nature of acceptable requests. A discussion with a clinician or practice manager may be arranged to clarify expectations and address the patient’s needs.
- Final Warning: If misuse persists after formal warning, [i.e. 3 x inappropriate requests within a 12month rolling period] a second and final warning will be sent to the patient indicating that any further inappropriate requests may lead to a review of their access to online consultations. A discussion with a clinician or practice manager may be arranged to clarify expectations and address the patient’s needs.
- Review and possible removal of access: If inappropriate use continues despite the three warnings, the patient’s access to the online consultation service will be reviewed and may be suspended, and they will be advised to access the practice via telephone or face to face only. A formal letter will be issued, outlining the suspension and the conditions under which online consultations will be reinstated. Please note, further submissions of online consultations following access suspension, will result in removal from the practice list under breakdown of relationship.
- Ongoing Monitoring: The practice will monitor online consultation usage patterns to identify any trends in inappropriate use. If there are concerns about a patient's health or wellbeing (such as misuse being linked to a psychological or emotional issue), appropriate referrals to mental health professionals or social support services will be made.
Patient Education
- Clear information about what constitutes appropriate use of online consultations will be provided to patients via the practice website, digital communications, and publications in the waiting room.
- Staff will be trained to help patients understand how to use online consultations effectively and provide them with the necessary support to ensure they are utilising the service in a manner that aligns with NHS guidelines.
Confidentiality and Data Protection
- All online consultations will be conducted in line with NHS confidentiality standards and GDPR regulations to protect patient data.
- Patient records and consultations will be stored securely within the practice’s electronic medical records system, accessible only to authorised staff members.
Review and Evaluation
- This policy will be reviewed annually or as needed in response to changes in NHS guidelines, legislation, or operational requirements.
- Feedback from staff and patients will be sought to continually improve the use of online consultations and ensure that any issues are promptly addressed.
Policy Approval and Implementation:
This policy is approved by Guardian Medical Centre and will be communicated to all staff and patients to ensure consistent and appropriate use of online consultations.
This policy ensures that online consultations are used appropriately while safeguarding the quality-of-care patients receive. The practice is committed to maintaining a balance between accessibility and patient safety.
The aim is to ensure online consultations are used effectively, safely, and in accordance with NHS guidelines, while also safeguarding both patients and healthcare providers.
Please click here for information on online consultations.
If you would like to arrange some support for using online consultations, please contact our admin team on 01925 650226 (option 7) or submit an online consultation (SystmConnect).