/
Online Patient Consultation

Online Patient Consultation

ID

C64

Version

2.0.0

Type

Capability

Category

Consultations

Status

Effective

Effective Date

May 13, 2026

Contracting Vehicle(s)

Digital Pathways Solution Registry

Description

Enables Patients/Patient Representatives to request and receive support relating to healthcare concerns online.

Outcomes

For a Patient:

Able to have their consultations conducted online where appropriate, enabling appropriate prioritisation and direction to the most appropriate care.

For a Patient Representative:

Able to have a consultation conducted online on behalf of a Patient where appropriate, enabling appropriate prioritisation and direction to the most appropriate care.

For Primary Care:

Able to assign priority and most appropriate care to Online Patient Consultations through information provided by them, reducing the need for Patients to attend the Healthcare Organisation in person or be available at specific times.

For the wider NHS and social care system:

Improve Patient access to advice or consultation by providing an additional mode of access alongside traditional methods such as the telephone and walk ins.

MUST Epics - Describes the minimum functionality required to deliver a Capability.

E00001 - Online Consultation request

As a Patient

I want to create an Online Consultation request

So that I can submit an Online Consultation request to a Healthcare Organisation

Acceptance criterion 1: create an Online Consultation request

Given the Patient has accessed the Online Consultation Solution

When the Patient selects to create an Online Consultation request with the Healthcare Organisation

Then the responses to the Online Consultation request question set are recorded

And the Online Consultation request is created

E00001 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

  • Patient to be provided with the minimum mandatory Online Consultation request questions based on suggested wording below:

    • What problem do you need help with?

    • What symptoms do you have?

    • How long have you had this?

    • Have you tried to alleviate the problem? 

    • Have you seen anyone about this? 

    • Is there anything you want to tell us? Any ideas, worries or things you are expecting?

    • Preferred contact method?

      • What is the best way to contact you?

        • NHS App

        • Phone

        • SMS

        • Email

    • When are you available?

  • Online Consultation request to include the following demographic and contact details for the Patient:

    • Name

    • Date of birth

    • Sex

    • Address

    • Mobile/Telephone number (where available)

    • Email (where available)

    • NHS Number

E00537 - Patient Representative creates Online Consultation request on behalf of Patient

As a Patient Representative

I want to create an Online Consultation request on behalf of a Patient

So that I can submit an Online Consultation request on behalf of a Patient to a Healthcare Organisation

Acceptance criterion 1: Patient Representative creates Online Consultation request on behalf of Patient

Given the Patient Representative has accessed the Online Consultation Solution

When the Patient Representative selects to create an Online Consultation request on behalf of a Patient

Then the Patient Representative’s name and contact details are recorded

And the Patient's demographic and contact details are recorded

And the responses to the Online Consultation request question set are recorded

And the Online Consultation request is created

E00537 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

  • Patient Representatives to be provided with the minimum mandatory Online Consultation request questions based on suggested wording below:

    • What is your Relationship to the Patient?

    • Do you have the Patient’s consent?

      • If not, record the reason why

    • What problem does the Patient need help with?

    • What symptoms does the Patient have?

    • How long has the Patient had these symptoms?

    • Has the Patient tried to alleviate the problem? 

    • Has the Patient seen anyone about this? 

    • Is there anything the Patient wants to tell us? Any ideas, worries or things the Patient are expecting?

    • Preferred contact method? 

      • Who is the best person to contact?

      • When are they available?

      • What is the best way to contact them?

        • NHS App

        • Phone

        • SMS

        • Email

  • Online Consultation Request to include the following demographic and contact details for the Patient:

    • Name

    • Date of birth

    • Sex

    • Address

    • Mobile/Telephone number (where available)

    • Email (where available)

    • NHS Number

E00779 - emergency enquiries and direction to emergency services message

As a Patient/Patient Representative

I want to be informed of the symptoms of a medical emergency when completing an Online Consultation request

So I can be directed to contact emergency services where appropriate

Acceptance criterion 1: Online Consultation request medical emergency enquiries and direction to medical emergency services message

Given a Patient/Patient Representative has accessed the Online Consultation Solution

When the Patient/Patient Representative selects to create an Online Consultation request

Then the Patient/Patient Representative is informed that the service is not suitable for medical emergency enquiries and directions to emergency services are provided

E00779 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

E00780 - Patient/Patient Representative can access the Online Consultation Solution from the NHS App

As a Patient/Patient Representative

I want to access the Online Consultation Solution from the NHS App

So that I can access the Online Consultation Solution while using the NHS App without reauthenticating

Acceptance criterion 1: Patient/Patient Representative can access the Online Consultation Solution from the NHS App

Given the Patient/Patient Representative has accessed the NHS App

When the Patient/Patient Representative selects to access the Online Consultation Solution while using the NHS App

Then the Patient/Patient Representative is pre-authenticated via the NHS App

And the Online Consultation Solution is accessed

E00780 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

E00787 - verify a Patient's demographic details recorded by a Patient Representative using the Personal Demographics Service (PDS) for an Online Consultation request

As a Health or Care Professional

I want to verify a Patient’s demographic details recorded by a Patient Representative are correct using the Personal Demographics Service (PDS)

So that the Patient’s demographic details are accurate

Acceptance Criterion 1: verify a Patient's demographic details recorded by a Patient Representative using the Personal Demographics Service (PDS) for an Online Consultation request

Given the Patient Representative has accessed the Online Consultation Solution

When the Patient Representative selects to create an Online Consultation request on behalf of a Patient

And the Patient Representative has recorded the Patient’s demographic details

Then the Patient’s demographic details are verified using the Personal Demographics Service (PDS)

E00787 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

  • Personal Demographics Service (PDS) Standard

  • The results from the Personal Demographics Service (PDS) must NOT be shared with the Patient or Patient Representative

  • Where a difference in contact details between those supplied on the Online Patient Consultation request, and those held on Personal Demographics Service (PDS), an indication is to be provided to Health or Care Professionals when viewing the Online Patient Consultation request

E00787 - Supporting Information

  • Verifying the Patient's demographic details supports Health of Care Professionals to identify Patients that are registered with the Practice from those that potentially might not be

  • Where a Patient's demographic details cannot be verified, Health of Care Professionals may wish to utilise functionality such as that described in E00783 - manage unmatched Online Consultation requests

E00541 - Health or Care Professional creates Online Consultation request on behalf of a Patient

As a Health or Care Professional

I want to create an Online Consultation request on behalf of a Patient

So that the Healthcare Organisation can direct the Online Consultation request to the appropriate Health or Care Professional or service

Acceptance criterion 1: Health or Care Professional creates Online Consultation request on behalf of a Patient

Given the Health or Care Professional is permitted to create an Online Consultation request on behalf of a Patient

When the Health or Care Professional selects to create an Online Consultation request on behalf of a Patient

Then the Patient demographic & contact details are recorded

And the responses to the Online Consultation request question set are recorded

And the Online Consultation request is created on behalf of a Patient

E00541 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

  • Health or Care Professionals to be presented with the minimum mandatory Online Consultation request question set based on suggested wording below:

    • What problem does the Patient need help with?

    • What symptoms does the Patient have?

    • How long has the Patient had these symptoms?

    • Has the Patient tried to alleviate the problem? 

    • Has the Patient seen anyone about this? 

    • Is there anything else the Patient wants to tell us? Any ideas, worries or things the Patient is expecting?

    • Patients preferred contact method? 

      • What is the best way to contact the Patient?

        • NHS App

        • Phone

        • SMS

        • Email

    • When is the Patient available?

  • Online Consultation request to include the following demographic and contact details for the Patient:

    • Name

    • Date of birth

    • Sex

    • Address

    • Mobile/Telephone number (where available)

    • Email (where available)

    • NHS Number

E00542 - include electronic files in an Online Consultation request

As a Patient/Patient Representative

I want to include electronic files in an Online Consultation request

So that I can record additional information to support the Online Consultation request

Acceptance criterion 1: include electronic files in an Online Consultation request

Given the Patient/Patient Representative has selected to create an Online Consultation request

When the Patient/Patient Representative selects to include an electronic file in the Online Consultation request

Then a warning message is displayed

And a description of the electronic file is recorded

And the electronic file is included in the Online Consultation request

Acceptance criterion 2: view electronic files in an Online Consultation request

Given a Health or Care Professional is permitted to manage an Online Consultation request

When the Health or Care Professional selects to view an electronic file in the Online Consultation request

Then the Health or Care Professional can view the electronic file

E00542 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

  • Warning message displayed to Patient/Patient Representative when including electronic files that contain images to cover:

    • Do not send an intimate image unless this has been agreed with a Health or Care Professional

    • By uploading the image the Patient/Patient Representative consents to providing an image to the Health or Care Organisation

    • Confirmation of who will see any uploaded images e.g. other Health or Care Professionals involved in the Patient/Patient Representative direct care (this may include administrative staff, explaining they are bound by the same duty of confidentiality as clinicians)

    • Confirmation any uploaded image will be used for direct care purposes only

    • Confirmation whether the file and associated image will be stored and why, if stored how and where it will be stored and how long it will be stored for

    • Warning they should not share an intimate image if they do not feel comfortable or feel under pressure

  • Documents are to be made available in a timely manner and in non-proprietary formats

  • If the Solution accepts proprietary formats, they are to be converted to non-proprietary formats as required

  • The Solution will ensure the integrity of converted documents and preserve any additional context

E00542 - Supporting Information

  • Examples of file formats MAY include, but are not limited to:

    • .JPEG

    • .PNG

    • .DOCX

    • .PDF

    • .MP4

E00544 - automated response to Online Consultation request

As a Health or Care Professional

I want an automated response to be provided to Online Consultation requests created by a Patient/Patient Representative

So that the Patient/Patient Representative receives confirmation that their Online Consultation request has been created

Acceptance criterion 1: configure the automated response to Online Consultation requests

Given the Health or Care Professional is permitted to configure the automated response to Online Consultation requests

When the Health or Care Professional selects to configure the automated response to Online Consultation requests

Then the automated response is configured

Acceptance criterion 2: automated response to Online Consultation requests

Given an automated response to Online Consultation requests has been configured

When the Patient/Patient Representative creates an Online Consultation request

Then the automated response is provided to the Patient/Patient Representative

E00544 - Supporting Information

  • Examples of an automated response MAY include, but are not limited to:

    • A confirmation of the creation of an Online Consultation

    • The next steps for the Online Consultation

    • The working hours for the Healthcare Organisation

    • A time condition automated response

  • Examples of configuring an automated response MAY include, but are not limited to:

    • Enable

    • Disable

    • Create

    • Amend

    • Delete

E00548 - enable/disable Online Consultation requests

As a Health or Care Professional

I want to enable/disable the ability to create Online Consultation requests

So that I can configure when my Healthcare Organisation will receive Online Consultation requests

Acceptance criterion 1: enable Online Consultation requests

Given the Health or Care Professional is permitted to configure Online Consultation requests

When the Health or Care Professional selects to enable Online Consultation requests

Then Online Consultation requests are enabled

Acceptance criterion 2: disable Online Consultation requests

Given the Health or Care Professional is permitted to configure Online Consultation requests

When the Health or Care Professional selects to disable Online Consultation requests

Then Online Consultation requests are disabled

E00548 - Supporting Information

  • Examples of unavailable Online Consultation requests notifications MAY include, but are not limited to:

    • Online Consultation requests are unavailable

    • When Online Consultation requests will be available

    • Alternative means of contact for the Healthcare Organisation

MAY Epics - Describes additional functionality associated with the Capability. Suppliers should consider all MAY Epics as part of their User Research.

E00083 - configure the instructions to create the Online Consultation request

As a Health or Care Professional

I want to configure the instructions to create the Online Consultation request

So that I can configure instructions relating to the creation of an Online Consultation Solution request

Acceptance criterion 1: configure the instructions for the Online Consultation Solution

Given the Health or Care Professional is permitted to configure the instructions for the Online Consultation Request

When the Health or Care Professional selects to configure the instructions for the Online Consultation Request

Then the instructions are configured

E00083 - Supporting Information

  • Examples of configuring instructions MAY include, but are not limited to:

    • Enable display of instructions

    • Disable display of instructions

    • Amend instructions displayed

  • Examples of instructions to use the Online Consultation Solution MAY include, but are not limited to:

    • Instructions for a Patient to create an Online Consultation request

    • Instructions for a Patient Representative to create an Online Consultation request

E00788 - Patient/Patient Representative can access the Online Consultation Solution without being authenticated

As a Patient/Patient Representative

I want access the Online Consultation Solution without being authenticated

So that I can access the Online Consultation Solution without authentication

Acceptance criterion 1: Patient/Patient Representative can access the Online Consultation Solution without being authenticated

Given the Patient/Patient Representative has not been authenticated

When the Patient/Patient Representative selects to access the Online Consultation Solution

Then the Online Consultation Solution is accessed

E00788 - Supporting Information

E00543 - respond to Online Consultation request from a Patient/Patient Representative

As a Health or Care Professional

I want to respond to an Online Consultation request created by a Patient/Patient Representative

So that I can respond to the Online Consultation request

Acceptance criterion 1: view Online Consultation request

Given the Health or Care Professional is permitted to view Online Consultation requests

When the Health or Care Professional selects to view an Online Consultation request

Then the Online Consultation request is displayed

And all information recorded by the Patient/Patient Representative for the Online Consultation request is displayed

Acceptance criterion 2: respond to an Online Consultation

Given the Health or Care Professional is permitted to respond to Online Consultation requests

And the Patient’s demographic details have been verified

When the Health or Care Professional selects to create a response to an Online Consultation request

Then the response is created

And the Patient/Patient Representative can view the response

E00543 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

  • Initial responses to Online Consultation Requests must be linked to the original Online Consultation Request

  • All additional responses and correspondence between a Patient/Patient Representative and a Health or Care Professional must be linked to the original Online Consultation Request

  • All responses and correspondence can be viewed by Patient/Patient Representative and a Health or Care Professional

E00543 - Supporting Information

  • Examples of a response to a Online Consultation request MAY include, but are not limited to:

    • Clinical advice

    • Clinical information

    • Attach an electronic file

    • Signpost to an online health resource

    • Send a health questionnaire

    • A request for more information

    • A request for an electronic file

    • An Appointment

    • An offer of a self book Appointment

    • A Referral

  • For information relating to the use of links and attachments in Patient communications, see GP-IG-18-10 in Information Governance

E00546 - Patient/Patient Representative feedback for Online Consultation

As a Patient/Patient Representative

I want to record feedback after an Online Consultation

So that I can record feedback on my experience

Acceptance criterion 1: offer Patient/Patient Representative feedback on an Online Consultation

Given the Patient/Patient Representative is conducting an Online Consultation with a Health or Care Professional

When the Online Consultation with the Health or Care Professional has completed

Then the option to record feedback on the Online Consultation is displayed to the Patient/Patient Representative

Acceptance criterion 2: capture feedback on an Online Consultation

Given the option to record feedback for an Online Consultation is displayed to the Patient/Patient Representative

When the Patient/Patient Representative selects to record feedback

Then the feedback from the Patient/Patient Representative is recorded

And the feedback is shared with the Healthcare Organisation

E00546 - Supporting Information

  • Examples of Patient/Patient Representative feedback for an Online Consultation MAY include, but are not limited to:

    • A post Online Consultation rating of the Patient/Patient Representative experience of the Solution

    • A post Online Consultation rating of the Patient/Patient Representative experience of the Online Consultation

    • A post Online Consultation rating of the Patient/Patient Representative experience of the Health or Care Professional

    • A post Online Consultation rating of the Patient/Patient Representative experience of the Healthcare Organisation

    • A post Online Consultation request to complete the ‘Friends and Family’ test

E00547 - follow-up Online Consultation request

As a Patient/Patient Representative

I want to create a follow-up Online Consultation request to an existing Online Consultation with the Healthcare Organisation

So that the Healthcare Organisation can receive information in relation to an ongoing healthcare concern

Acceptance criterion 1: Patient/Patient Representative records information for follow-up Online Consultation request

Given a Patient/Patient Representative is permitted to create follow-up Online Consultation requests

When the Patient/Patient Representative selects to create a follow-up Online Consultation request

And the Patient/Patient Representative selects an existing Online Consultation request with the Healthcare Organisation to follow-up on

Then the minimum mandatory Online Consultation request question set is not displayed

And the Patient/Patient Representative is informed that the service is not suitable for emergency enquiries and directions to emergency services are provided

And the follow-up Online Consultation request is created

E00547 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

E00547 - Supporting Information

  • Examples of follow-up Online Consultation requests MAY include, but are not limited to:

    • Patient/Patient Representative led follow-up Online Consultation request

    • Health or Care Professional led follow-up Online Consultation request

    • Self-managed follow-up Online Consultation request

E00616 - configure question sets for Online Consultation requests

As a Health or Care Professional

I want to configure the question sets for Online Consultation requests

So that I can gather appropriate information during an Online Consultation request

Acceptance criterion 1: configure question sets for Online Consultation requests

Given the Health or Care Professional is permitted to configure question sets for Online Consultation requests

When the Health or Care Professional selects to configure a question set for Online Consultation requests

Then the question set for Online Consultation requests is configured

E00616 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

  • The minimum mandatory Online Consultation request question set must be presented for all Online Consultation requests

E00616 - Supporting Information

  • Examples of configuration of Online Consultation request question sets MAY include, but are not limited to:

    • Enable

    • Disable