ECONSULT HEALTH LIMITED

eConsult

eConsult is an online consultation tool for general practice, that captures structured patient data digitally and presents it to a clinician for triage/management. It is underpinned by dynamic patient facing red-flags to ensure patients are mode and environment appropriate to mitigatie clinical risk. Used by over 1400 practices UK wide.

Features

• Integrates with EMIS Web, SystmOne and Vision
• Proprietary patient and clinician facing red-flags - enhancing safety
• HiSentinel integrated to identify risk in free-text responses
• Integrated self-help and sign-posting
• Bespoke clinical, administrative and LTC consultation templates
• Customisable practice dashboard/inbox with NHSMail SSO integration
• Integrated patient messaging via SMS and Email
• Integration with the NHS App and NHS Login
• Ad hoc and planned demand management features
• Can operate as a federated model - "eHub"

Benefits

• 40% of eConsult are managed without a secondary, synchronous contact
• 15% of patients journeys are closed with patient self management
• Fewer than 100 incidents in the product lifetime
• Highly customisable allowing integration with ease within existing SOPs
• Patient facing red-flag mitigate risk transference
• Bespoke question sets enhance remote closure rates
• Clinician facing triage support improves triage/management efficiency
• Full service deployment, support and reporting wrapper included
• Range of post-consultation contact options cover all needs
• The "Smartinbox" triage dashboard is a bespoke build for OC

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at commercial@econsult.health. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

385230493365417

Contact

Aman Kundraw
07943881778
commercial@econsult.health

About the service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
  • Defence
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Users are required to ensure that they have up to date web browsers. ; Planned maintenance occurs on fortnightly sprint cycles - to prevent disruption, releases occur between 11pm - 4am.
• System requirements:
  • Access to NHS Mail
  • Robust Internet connection
  • EMIS Web, SystmOne or Vision clinical system access
  • Up to date web browser
  • Suitable device (laptop, desktop, tablet, smartphone)

User support

• Email or online ticketing support: Yes
• Support response times: Support hours 08:00 – 18:00 Monday – Friday; Response times are determined by priority. In addition to email, we provide live chat support via our website and telephone support.; ; Priority 1: Within 1 hour; Priority 2: Within 2 hours; Priority 3: Same day; Priority 4: Same day - acknowledgement and triaged.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: We have a User Research team dedicated to ensuring a user centric design.; This team maintain user groups of all end users (patients and clinicians), assistive users are a core component of these groups. Our User Research team regularly host interviews, focus groups and interviews with these groups to understand how our existing functionality and new feature and function (i) meets the needs of the end users, and; (ii) where adaptation is required.; ; Customer side, we work actively to ensure that the platform is intuitive for users to ensure that the seamless interaction with customer side systems aligns to existing experiences.
• Onsite support: No
• Support levels: Support hours 08:00 – 18:00 Monday – Friday. Response times are determined by priority. In addition to email, we provide live chat support via our website and telephone support.; Priority 1: Within 1 hour; Priority 2: Within 2 hours; Priority 3: Same day; Priority 4: Same day - acknowledgement and triaged.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Full implementation and mobilisation including 2 week technical deployment and 2-6 months change management for individual practices. Systems and functionality training provided via a mix of channels (online, face-to-face, webinars etc) alongside modular change management programme. User guides, training videos, library of on-demand webinars, scripts, manuals, templates and marketing collateral is provided via our customer portal, accessible 24/7.; ; In addition, we hold quarterly webinars to discuss shared learning, share best practice and advise of upcoming product developments.; ; The primary training channel is online. Where there is a specific local need will arrange visits within practices.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: At the end of contract, as per national guidance all data should be saved by users to respective clinical systems, this can be undertaken by our interoperability options to provide ease and convenience.; Data will stay within the users Smart Inbox for up to 8 years, but only whilst the users are customers, data is purged when the contract ends. Any data sustained in the Smart Inbox at the end of the contract can be extracted at the users request.
• End-of-contract process: Customer are required to provide a 90 day notice period. Upon request, the agreement will not auto renew. Customer will internally agree step down pathways and business continuity approach. We will support this process for smooth transition.; ; We share best practice with users to support a smooth transition/termination.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: EConsult is accessible via a web browser and the NHS app.; ; The web version is compatible with internet browsers that carry 99% of all internet traffic (inc mobile browsers), and is written as a responsive web platform to ensure optimum display across screen sizes and devices/mobile.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The patient side service interface is web-based and accessed by patients through a browser (e.g. via practice website or directly) or the NHS App (England only). This interface collects patients demographic detail, NHS Number (if NHS Login is used - England only), contact details and a structured triage history that is subsequently deposited within the customers clinical system.; ; On the practice side our smart inbox/dashboard is a cloud-based interface that is access via NHS Mail Single Sign-on. This inbox can be customised by the practice, allows for full patient management and integrates with the practices clinical system.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We have a User Research team dedicated to ensuring a user centric design.; This team maintain user groups of all end users (patients and clinicians), assistive users are a core component of these groups. Our User Research team regularly host interviews, focus groups and interviews with these groups to understand how our existing functionality and new feature and function (i) meets the needs of the end users, and; (ii) where adaptation is required.; ; Customer side, we work actively to ensure that the platform is intuitive for users to ensure that the seamless interaction with customer side systems aligns to existing experiences.
• API: No
• Customisation available: Yes
• Description of customisation: Customisation requirements can be undertaken by the users on the service interface or by our first line support team.; ; We have a range of customisation options available:; These include:; - Practice response times; - Practice website banner; - Localised patient self-referral pathways; - Ad hoc and planned demand management features; - The option for practice to adapt consultation pathways to suit local needs (inc opt in/out of select pathways and including/excluding select questions to be asked of patients).; - Customisation of clinical risk profile; - Configuration of the Smart Inbox to create bespoke views; - Bespoke messaging for patients post consultation submission

Scaling

• Independence of resources: All processing occurs on our multi-tier, AWS London infrastructure, which is configured for elastic scaling in order to handle peaks and troughs in usage

Analytics

• Service usage metrics: Yes
• Metrics types: Practice data:; - All patient journeys (consultation, self-help, sign-posting); - Consultation pathways; - Patient demographics; - Time and date of use; - Open/close times and periods; - Contact modality (SMS, email, telephony); ; User dashboard data:; - Trend data; - User performance; - Triage decisions; ; Patient experience:; - Recommendation rates; - Satisfaction rates; - Anonymised patient feedback; ; ICS/HBs will also be provided with access to Tableau to allow for real time data access.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: If a customer, user or patient requests a documented data extract, we provide a structured CSV file detail all data that we hold about them.; ; Requests can be made directly to our first line support team who operate on a 24 hour SLA if requests are received between 9am - 5pm, Monday to Friday.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: N/A - users cannot upload their data into the service

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Guaranteed availability of 99.9% - this excludes planned downtime for regular product releases and spot fixes. This is communicated to customers well in advance.; ; All product releases are undertaken at the quietest period of usage and typically are completed as "blue/green" deployments (i.e. no downtime).; ; No refund or credit scheme is currently in place.
• Approach to resilience: Housed in UK-based, multi-region, Tier 3 Data Centres for high availability and resilience.; ; Our range of products are utilised by more than 1500 unique organisations UK wide, and uptime has been stable at 99.9% for last 24 months.; ; Our products are housed on a multi-region cloud, using elastic scaling to handle the peaks and troughs in usage.
• Outage reporting: We run a multi channel approach to maximise the opportunity of users to review and understand any communication shared on outages. This includes:; - Emails to affected users.; - A "status page" on our corporate website; - Use of Social media (Facebook and Twitter); - Messaging shared within our WhatsApp user group; - Patient messaging via our patients facing, cloud based interface; - If appropriate, phone calls to users (dependant upon scale); ; In addition, we undertake full business investigation of any outages to fully understand what occurred and what learnings we can take from it.; An abstract of this review and any changes being undertaken are shared with users within our monthly newsletters.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: All access is via a VPN, using MFA and SSH keys
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We have a broad range of policies to support our ISO27001 certification.; We use a Jira add in to ensure that all polices are read and confirmed by staff.; Monthly internal audits are performed to validate clauses of the standard.; The Information Security and Risk manager reports to the Global Director, People & Compliance, Regulatory, who sits on the Exec board.; As a continous improvement environment, we have a CAPA (Corrective Actions/Preventative Actions) process in place, which we record non-conformace and general security improvements.; Security incidents are reported via Jira Service Desk on a dedicated request offering.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have formal change management processes in place with AWS, recording all changes to production as part of our ISO27001 ISMS
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We use Codacy and Snyk for code quality and library vulnerabiities.; We perform quarterly Vulnerability scans and yearly Penetration testing (or on major release); We are signed up to the NCSC Weekly Threat Report and also get threat reports from NHS England and our security partner; ; Critical risk vulnerabilities – 2 Business days; High risk vulnerabilities – 5 Business days; Medium risk vulnerabilities – 15 Business days; Low risk vulnerabilities – 30 Business days
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use Datadog for all security alerting.; Datadog monitors events such as component issues, to service issues to security issues, for example, a server fails to start as a component issue, failure to connect to NHS Login service as a service issue and excessive connection attempts by one address made in quick succession.; All of these alerts are available in the console and via Google Chat alerts
• Incident management type: Supplier-defined controls
• Incident management approach: An Incident Management policy is in place.; Incidents are investigated and resolved. This could lead to a change request.; Service impacting issues are reported on our status page. https://status.econsult.net; Major incidents are reported to the NHS England helpdesk and a full incident report is generated.; ; Clinical incidents are reported via the website and our Clinical Governance team investigate each one thoroughly. Responding back promptly and offering a full explanation of our findings at the end of the investigation.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 22%
• Between £500,001 and £1,000,000: 30%
• Between £1,000,001 and £2,500,000: 35%
• Between £2,500,001 and £5,000,000: 40%
• Over £5,000,001: 50%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: BSI
• ISO/IEC 27001 accreditation date: Tuesday 25 November 2025
• What the ISO/IEC 27001 doesn’t cover: There are no exclusions in the scope of our ISMS
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 2e2556b3-acae-458a-9939-fdc4d4d75ea1
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: C46e503c-54ca-43aa-af71-3563f61f6a28
• Other security certifications: No

Social value

• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at commercial@econsult.health. Tell them what format you need. It will help if you say what assistive technology you use.