Issues identified with touchpoint 3: practice interaction with patients about e-consultationsSuggested improvements
Patient complaints that they had to repeat information in consultation as GPs appeared not to have read e-consultationsAllocate follow-on phone and face-to-face appointments to GPs who initially process e-consultations
Patients missing or not receiving communication back from the practice about their e-consultationMore robust internal practice systems to ensure that patients receive communication back about their e-consultations
Stronger e-consultation and practice IT integration to support electronic communications back to patients that more practice staff can access and use
  • GP, general practitioner.