Important changes from 1 October 2025 – Online Consultation Submissions (eConsults)

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Important changes from 1 October 2025 – Online Consultation Submissions (eConsults)

From 1 October 2025, NHS England requires all practices to keep their online consultation tool open Monday–Friday, 8.00am–6.30pm for NON-URGENT consultations, medication queries and administrative requests.

What’s changing at North Baddesley Surgery:

  • Until now, we have capped eConsult submissions at 20 per day to ensure every request is reviewed and actioned promptly and safely alongside our other clinical work. Most eConsults are currently managed by your named GP within a week (where a specific GP is requested, this can take longer).
  • From 1 October, we are required to remove this daily cap. We cannot predict how many eConsults we will receive once the cap is lifted. NHS England have advised that eConsult access should be for non-urgent matters only.
  • National advice suggests practices could reduce face-to-face capacity to accommodate eConsult volume. We know face-to-face appointments are highly valued by both patients and clinicians, and we are not reducing this access.

Our approach:

  • We will retain our current appointment system. This will mean that eConsult response times are likely to increase; the extent of this is unpredictable. This is to ensure that we do not have to reduce our face-to-face appointments.
  • During core hours (Monday–Friday, 8.00am–6.30pm), eConsults will remain open. Our GP Administrators will then allocate your eConsult to your named GP’s next available routine slot.
  • eConsults are for routine matters only. If you have an urgent clinical need, please telephone the practice so we can prioritise your care appropriately.

Using eConsult effectively:

  • Only use eConsult for NON-URGENT issues, medication queries and admin requests only.
  • Do not use eConsult to request a same-day/urgent appointment or to message the surgery to make a booking. You will be asked to phone the practice or use online booking instead.
  • Please provide as much information as possible, for example including clear photos when using eConsult regarding a skin condition.
  • Using eConsult correctly means that your request will reach the right person, with the right information, the first time.

Remember! You may be able to receive help quicker by accessing other services such as Pharmacy First, the Healthier Together app or the Minor Eye Condition Service – please visit Self Help – North Baddesley & Knightwood Surgery for more information on these services.

How you can support us:

  1. Only use eConsult to contact the surgery regarding consultations, medications and admin requests – please don’t email the surgery as this is not monitored for clinical queries.
  2. If you’re confident using smart phones or computers, you can book or cancel appointments, order repeat prescriptions, and see your test results on the NHS app.
  3. If you use the NHS App, turn on notifications so we can contact you more easily. 

Thank you for your understanding and support as we implement these national changes while prioritising safe, accessible care.