New resource to support clear communication about online consultation forms

The Dorset General Practice Alliance has published a new practical communications pack to help GP practices explain where people can get health advice most quickly, and how online consultation forms are used.

Online consultation tools play an important role in helping practices manage requests and direct people to the right care. However, some practices are seeing increasing use of online consultation forms for a wide range of queries.

This new resource has been developed using feedback from general practice teams and focuses on simple, practical steps that can be implemented quickly to help people find the right care and advice.

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 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.