Patterns of online consultation use in Great Britain, 2019 to 2023: an observational analysis
File(s)
Published version
Author(s)
Type
Journal Article
Abstract
Objective: To examine Online Consultation (OC) uptake and usage patterns over time in Great Britain
by patient characteristics, practice location, and condition/symptom-specific OC template type, for a
major provider of OC services (eConsult).
Methods and Analysis: An observational study was conducted using records of OCs completed
between January 2019 and December 2023. Main outcome measures were OC volume and rates by
country, region, deprivation level, template type, and user demographics (age group and sex).
Results: Over 43 million OCs were submitted on the eConsult platform within the timeframe. The
number of OCs per month greatly increased in early 2020 after the introduction of COVID-19
pandemic restrictions on in-person contacts. Sign-ups to the platform were highest between
February and May of 2020. At their respective peaks, 43.7% of English practices, 11.6% of Scottish
practices, and 50.5% of Welsh practices were active in eConsult. Rates of OCs declined throughout
2022 and most of 2023 and were highest in more affluent areas. For England, Scotland, and Wales,
respectively, OC rates peaked in October 2021 at 17.6, 10.5, and 20.4 OCs per 1000 GP-registered
patients. Nearly two-thirds (64.4%) of OCs were completed by female patients. The proportion of
OCs for children aged ≤10 has risen over time. Eighty-nine percent of OCs were submitted to the
patient’s practice, whereas 7.7% were redirected out towards urgent or emergency care services.
Over time, there have been decreases in the number of OCs submitted at the weekend and in usage
of generic “general advice” templates.
Conclusion: These findings reveal the substantial and evolving utilisation of eConsult over time across
Great Britain. These findings may reflect evolving product functionality and engagement with OC
services by patients and clinical staff, or local differences in service coordination.
by patient characteristics, practice location, and condition/symptom-specific OC template type, for a
major provider of OC services (eConsult).
Methods and Analysis: An observational study was conducted using records of OCs completed
between January 2019 and December 2023. Main outcome measures were OC volume and rates by
country, region, deprivation level, template type, and user demographics (age group and sex).
Results: Over 43 million OCs were submitted on the eConsult platform within the timeframe. The
number of OCs per month greatly increased in early 2020 after the introduction of COVID-19
pandemic restrictions on in-person contacts. Sign-ups to the platform were highest between
February and May of 2020. At their respective peaks, 43.7% of English practices, 11.6% of Scottish
practices, and 50.5% of Welsh practices were active in eConsult. Rates of OCs declined throughout
2022 and most of 2023 and were highest in more affluent areas. For England, Scotland, and Wales,
respectively, OC rates peaked in October 2021 at 17.6, 10.5, and 20.4 OCs per 1000 GP-registered
patients. Nearly two-thirds (64.4%) of OCs were completed by female patients. The proportion of
OCs for children aged ≤10 has risen over time. Eighty-nine percent of OCs were submitted to the
patient’s practice, whereas 7.7% were redirected out towards urgent or emergency care services.
Over time, there have been decreases in the number of OCs submitted at the weekend and in usage
of generic “general advice” templates.
Conclusion: These findings reveal the substantial and evolving utilisation of eConsult over time across
Great Britain. These findings may reflect evolving product functionality and engagement with OC
services by patients and clinical staff, or local differences in service coordination.
Date Issued
2025-12-01
Date Acceptance
2025-05-22
Citation
BMJ Digital Health & AI, 2025, 1
ISSN
3049-575X
Publisher
BMJ
Journal / Book Title
BMJ Digital Health & AI
Volume
1
Copyright Statement
© Author(s) (or their employer(s)) 2025. Re-use permitted under CC BY-NC. No commercial re-use. See rights and permissions. Published by BMJ Group.
License URL
Publication Status
Published
Article Number
e000032
Date Publish Online
2025-07-03