What is eConsult?
For Pharmacies working with Healthera, the eConsult Partnership doesn't change workflow and should just look like an increased number of Pharmacy First appointments.
eConsult is a service that allow patients to get help and advice safely and securely online from their GP. Patients complete a form-based questionnaire to be triaged and sent through to their GP.
With our partnership, patients to self-refer to local pharmacies directly from the eConsult platform for Pharmacy First appointments, whether for in-person or video consultations.
What does this mean for you?
✅ More potential bookings from an established GP triage pathway
✅ A pre-screening questionnaire completed by the patient
✅ Your current workflow stays exactly the same
✅ No changes to your existing pricing structure (£2.25 charge for referred bookings)
Please note, for referred Pharmacy First bookings vis eConsult, you will need to be able to offer a video consultation and offer a postal service.
What do you need to do in Connect?
⚠️ To ensure patients get the best service we need to monitor patient attendance and if there any issues we may have to suspend access to Pharmacy First.
Please reach out to your account manager for support if you need further information.
Appointments can be managed from the Calendar tab in your Connect platform.
View appointments in the Calendar
Click into an appointment to access the 'Consultation' tab
Download the pre-screening questionnaire if available
Join video calls directly from your browser (no software needed!)
After the consultation, mark the appointment as 'Attended'
Select the outcome: Advice given, Prescription issued, or Referral to GP
If prescribing, enter the product details, exemption status, and fulfilment method
If payment is needed, the patient will receive a payment link
Once payment is completed, the order appears in the Orders tab
Add any notes and click 'Submit' to send a consultation summary to the patient
To watch a full video on how to update your appointments, click here.
Orders will not appear in the Orders tab until payment details are submitted by the patient.
For face-to-face appointments, you can add a video call if needed by clicking ‘Add video call’ in the appointment.
Reducing No-Shows
Patients occasionally miss appointments. We recommend:
Setting expectations about attendance when sending invites
Monitoring frequent no-shows
Using upcoming Q3 features to help reduce non-attendance
You must mark appointments referred to you as either attended, or not attended.
Our team will monitor pharmacies with low attendance rate and reach out to see if there is anything we can do to help. If appointments aren't updated, you may be opted out of this service.
What does the Patient Journey look like?
Patients book their appointments through the eConsult website. Once they have selected the 'Fast track help' option, they will then be taken through to the Healthera Pharmacy first journey.
Once they click 'Book free consultation' they will be taken through our pre-screening questionnaire. They will be asked to select the condition they require the appointment for, and fill out the corresponding questions.
Once they have filled out the questionnaire, they will then be able to book an appointment. This appointment will then be added to your calendar in Connect.
To see a full video on the patients journey, click here.
Healthera’s Support
Healthera supports your Pharmacy First consultations by:
Sending booking confirmations and reminders to patients
Providing pre-screening questionnaires
Offering payment handling and order fulfilment tools
Supporting your team with account management and technical help
If you need further support, contact your Customer Success Manager or email support@healthera.co.uk.