New resource to support clearer communication about online consultation forms

The Dorset General Practice Alliance has published a new practical communications pack to help GP practices clarify for people where they can get health advice most quickly, and information about using online consultation forms.

Online consultation tools play and important role in helping practices manage requests and direct people to the right care. However, some practices are seeing increased use of consultation forms for general medical questions and advice, which can add pressure to already busy teams.

This new resource has been developed using real feedback from general practice teams and focuses on simple, practical steps that can be implemented quickly.

The guide includes:

• Clear wording to explain what online consultation forms are for

• Advice on setting response‑time expectations

• Positive signposting to NHS 111, local pharmacies, the NHS App and the NHS Stay Well Dorset website

• Ready‑to‑use messages for websites, auto‑replies and social media

• Tips for keeping messaging consistent across all practice channels

• A simple “weekly top five queries” exercise

The messaging is designed to be reassuring, supportive and aligned with NHS guidance, while allowing practices flexibility to reflect their local processes, including urgent triage where appropriate.

This resource is intended for:

• Practice managers

• Reception and care navigation teams

• Communications leads

• Clinical teams involved in online triage

Practices are encouraged to adapt the wording to suit their local arrangements and patient population.

The Clarifying online consultation forms: a practical comms guide is available to download for free below.

If your practice has a specific communications challenge or would like further support, please contact the Dorset General Practice Alliance at dgpa@dorsetgp.nhs.uk.