Collington Surgery – Online Services (engage.gp)

What is Engage Consult?

Engage Consult is a secure online (e-consultation) service provided by your practice that gives our patients the opportunity to request help for a non-emergency medical problem or other practice matter at any time, even when the Practice is closed.

You will receive a response - generally by telephone, within normal working hours when we receive a request that is submitted within daily request times.

This means that if you wish to contact the practice out of hours, on a Sunday for instance, with a request which does not require an immediate or emergency response you can send your request and you will be contacted once the practice is next open and the request has been reviewed.

What can i ask?

You may ask anything that does not require an immediate emergency response. There are generally two categories of question:

  1. An admin or other query, for instance: "have you sent the letter for my referral yet" or "I haven't heard about my appointment with the diabetic nurse yet, can you help?"
  2. A request for help with a non-emergency medical problem. If you select this option you will be asked to enter the reason you are requesting help e.g. sore throat, back pain etc. and then you will be asked a series of relevant medical questions. The answers to these questions will provide very useful information to help the GP or practice nurse decide what to do next in order to help you best. 

Why is this system better tn speaking to a GP or Nurse?

Giving the GP or practice nurse the opportunity to review and think about your problem and list of symptoms before discussing it with you will enable your doctor or nurse to be better prepared and can lead to a more efficient resolution of your problem. There is also evidence that providing the information and being stimulated to think about the medical issue by the questionnaire is a positive experience for patients. 

How long will it take?

It is difficult to predict how long individual questionnaires will take to complete as each question you are asked depends upon the answer you gave to previous questions. Most questionnaires are completed within 5 to 10 minutes, however, if your problem is particularly complex you may find that it takes longer than this; please bear with the process though as the information will be very useful, both to you and the GP or practice nurse who will be treating you.

I have heard that doctors are encouraging people to "self-care" and I wonder if Engage Consult can help with this?

We would always encourage people to search out information to help themselves with medical problems where appropriate. We will provide links to established sources of medical information which you may decide to use either to help cope with an existing medical problem or to deal with a new medical problem. Engage Consult provides an efficient method of asking for non-emergency medical help from your General Practice so, if you do decide to self manage a problem you can do so, safe in the knowledge that should you wish to ask for help or advice you will be able to get a response.

How do you know the identity of the person?

Practice staff will identify patients and their carers when they speak to them in the same way that they currently do. This is no different to current practice and is taken very seriously, if at any time the practice staff are unsure of the identity of the person being spoken to, they will be asked to attend the Practice in person.

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