SystmConnect

1) To get started, visit this link: https://systmonline.tpp-uk.com/2/OnlineConsultation?OrgId=A81039 

PLEASE NOTE: Logging in is optional. This can make the process quicker and allows you to upload photos if needed, howeever you can still continue without logging in.

2) You will now see a list of categories. Each category contains one or more forms for specific types of requests.
After selecting a category, you will see the available forms within it.
Click the form that best fits your request (for example, choose "other admin request" and then "Patient details update" if you need to change your address).

• Some categories are available:
  • 8:00am–6:30pm (non‑urgent medical requests)
  • 24 hours a day (administrative requests)

3) Please do not use SystmConnect for urgent or emergency problems.You will be asked to confirm that your request is not urgent.

4) Complete the online form with as much detail as possible to help us handle your request efficiently.

5) Click Next, then provide your details and confirm whether the request is:

• For yourself
• For someone else (If you are submitting a request for someone else, you must have their permission).
• From a healthcare professional

When all required fields are completed, click Submit. You will see a confirmation message to show your request has been sent.

6) Our team will contact you with next steps by SMS, email, or phone.

Important: If you need to change or withdraw a request after submitting it, please contact the practice by phone rather than sending a second request.

What is SystmConnect?
SystmConnect is a secure online service that allows you to contact Eaglescliffe Medical Practice without needing to call or visit. You can request help, update your details, or ask questions at a time that suits you. It is separate from other apps such as the NHS App and SystmOnline as it provides a different function - for example SystmConect allows you to contact the practice about a non urgent problem, but does not allow you to view your medical record. Conversely, the NHS App allows you to view your medical records, but you can't use it to contact the practice to request assistance. 

When is SystmConnect be available? 
SystmConnect is live, replacing eConsult and is accessible to all registered patients. It is available:

• Between 8am and 6.30pm for non-urgent medical/clinical queries. 
• 24/7 for administrative request e.g. sick notes, ordering repeat medication etc.   

Will SystmConnect replace eConsult?  

Yes, SystmConnect has replaced eConsult.

Is SystmConnect secure? 
Yes, SystmConnect is a secure service that protects your personal and medical information and it feeds directly to the clinical system where we hold your medical records. 

I’m not comfortable using online services. Can I still contact the practice?
Absolutely. You can continue to contact us by phone or visit the practice as usual. SystmConnect is an additional option designed to make communication easier for those who wish to use it.

How do I register for SystmConnect? Do I need an account?
You do not need to register for an account to use SystmConnect. 

Do I need to download an app to use SystmConnect?
No, SystmConnect works through a secure web portal and does not require any app downloads.

Will using SystmConnect reduce waiting times on the phone?
That is our aim. By using SystmConnect, more patients can contact the practice without tying up phone lines, helping reduce waiting times for everyone.

Can I use SystmConnect on my phone or tablet?
Yes, SystmConnect is accessible on computers, smartphones, and tablets with internet access.

What if I have an urgent request or medical emergency?
If you have an urgent request or medical emergency, please do not use SystmConnect. As appropriate, please contact the practice / NHS 111 / 999 or go directly to your nearest emergency department.

Can I use SystmConnect to book or cancel appointments?
Currently, appointment booking and cancellations are handled through the usual channels. SystmConnect is primarily for requests and communications, however our team may respond with a link for you to book an appointment following your request. Otherwise, please use our phone lines or existing in-person/online systems for appointments.

How quickly can I expect a response after submitting a request via SystmConnect?

• We aim to respond to all non-urgent medical requests on the same day where possible, during working hours.
• Administrative requests may vary depending on the nature of your request. Most are completed within 3-5 working days, however if your request will take longer we will typically respond, providing you with a timeframe. 
• Please note that urgent issues should not be submitted via SystmConnect.

Will using SystmConnect affect my privacy?
No. Your information is stored securely in line with NHS data protection standards and will only be accessed by authorised practice staff.

What if I make a mistake or want to change my request after submitting it?
Please contact the practice directly as soon as possible by phone or in person to update or cancel your request.

Can carers or family members use SystmConnect on behalf of patients?
Yes, but they must have appropriate consent from the patient to access their medical information or submit requests on their behalf.

Is SystmConnect available for all age groups?
Yes, but patients under 16 should have a parent or guardian assist with using the service.