SystmConnect

SystmConnect – Your Way to Connect with Eaglescliffe Medical Practice Online

SystmConnect makes it easier for you to contact the practice online for non-urgent medical or administrative support. If you’re not very familiar with online services, don’t worry — we’ve put together a simple guide with clear instructions and answers to common questions. Scroll through this page for more information. 

PLEASE NOTE: Logging in is optional and an account is not required. You can log in using SystmOnline or NHS App information which can speed things up and allow you to attach photos, but this is optional. You can still submit a request without logging in, but you won't be able to include photos.

Please do not submit urgent queries using SystmConnect. If your query is urgent you should call the practice on 01642 780113.

SystmConnect

Raising a request (Step-by-step guide) text only

Click here to download a printer friendly version of this text-only guide. 

1.          Beginning on the home page of the practice website: https://www.eaglescliffemedical.co.uk/

2.          Scroll down until you see the SystmConnect Section:

a.          To find out more about SystmConnect, click the link (https://www.eaglescliffemedical.co.uk/systmconnect) located in the text box.

b.          To submit a new request, simply click anywhere on the large SystmConnect graphic.

3.          OPTIONAL: Log in using your SystmOnline or NHS App information. This will speed things up and mean you can attach photos to your request, if needed.

a.          On the next screen, you will see a range of categories. Please note that some categories include multiple options, please look at the table below for what request types are in each category:

(Available 8am to 6.30pm)

(Available 24/7)

Non-Urgent Medical Conditions

Health Review

Medication Query

Fit (Sick) Notes

Medication Request

Other Admin Request

New clinical problems

Request a vaccine

Medication Questions

Request a Sick Note (New or Extension)

Order Repeat Medication

Respond to a request to contact the practice

Existing clinical problems

Request an NHS Health Check

Out of Stock Medication

 

Ask for a one-off medication again

Request a Letter

Suspected UTI (Urinary Tract Infections)

Request a PSA Test

Out of Sync Medication

 

 

Update Your Details

 

Request a Smear Test

 

 

 

Record Access/Subject Access Requests

 

Request Travel Advice/Vaccines

 

 

 

Request an Update on a Referral

 

 

 

 

 

Let us know about reasonable adjustments

 

 

 

 

 

Opt out of text messages

4.          After clicking the appropriate category – in this case  you will see the types of requests within the category. Click on the type of query you wish to send. This might be "Patient details update", should you need to change your address, for example:

5.          We need to make sure you are not trying to contact the practice for emergency reasons. Please acknowledge that you are raising a non-urgent request.

6.          Complete the form with the information that the practice needs to know to handle your request correctly and efficiently.

7.          Once complete, click the "Next" button at the bottom of the form:

8.          Fill out your information indicating whether the request is for you, someone else or if you are a healthcare professional.

a.          If it is on behalf of someone else the form will ask for both your information, and the information of the person you are raising the request for. Please also ensure you have permission from the person you are submitting the request for.

9.          Once you have completed all the required fields, you can click on the submit button located at the bottom of the form:

10.      You will see a confirmation message advising that your request has been submitted. You don't need to take any further action, and the practice team will be in touch with the next steps. This could be via SMS/email/phone call.

a.          Please note: If you need to withdraw or correct a request it is advisable for you to call the practice, instead of submitting another request as it is likely that your first request will be seen first.

Raising a request (Step-by-step guide) including screenshots

Click here to download a printer friendly veriosn of this guide including screenshots. 

1.      Beginning on the home page of the practice website: https://www.eaglescliffemedical.co.uk/

A screenshot of a medical practice AI-generated content may be incorrect.

2.      Scroll down until you see the SystmConnect Section:

 A screenshot of a computer screen AI-generated content may be incorrect.

3.      To find out more about SystmConnect, click the link boxed in red. To submit a new request, simply click anywhere on the larger graphic, also boxed in red.

4.      OPTIONAL: Log in using your SystmOnline or NHS App information. This will speed things up and mean you won’t need to enter all your information e.g. name, address etc.

a.      On the next screen, you will see a range of categories. Please note that some categories include multiple options, please look at the table below for what request types are in each category:

(Available 8am to 6.30pm)

(Available 24/7)

Non-Urgent Medical Conditions

Health Review

 

Medication Query

 

Fit (Sick) Notes

Medication Request

Other Admin Request

New clinical problems

Request a vaccine

Medication Questions

Request a Sick Note (New or Extension)

Order Repeat Medication

Respond to a request to contact the practice

Existing clinical problems

Request an NHS Health Check

Out of Stock Medication

 

Ask for a one-off medication again

Request a Letter

Suspected UTI (Urinary Tract Infections)

Request a PSA Test

Out of Sync Medication

 

 

Update Your Details

 

Request a Smear Test

 

 

 

Record Access/Subject Access Requests

 

                Request Travel Advice/Vaccines

 

 

 

Request an Update on a Referral

 

 

 

 

 

Let us know about reasonable adjustments

 

 

 

 

 

Opt out of text messages

b.      

A screenshot of a computer AI-generated content may be incorrect.

5.      After clicking the category – in this case "Other admin request" you will see the types of requests within the category. Click on the type of query you wish to send. In this case, we have highlighted "Patient details update" where you might request a change of address, for example:

A screenshot of a computer AI-generated content may be incorrect.

6.      We need to make sure you are not trying to contact the practice for emergency reasons. Please acknowledge that you are raising a non-urgent request:

A screenshot of a computer AI-generated content may be incorrect.

7.      Complete the form with the information that the practice needs to know to handle your request correctly and efficiently:

A screenshot of a computer AI-generated content may be incorrect.

8.      Once complete, click the "Next" button at the bottom of the form:

A screenshot of a computer AI-generated content may be incorrect.

9.      Fill out your information indicating whether the request is for you, someone else or if you are a healthcare professional.

a.      If it is on behalf of someone else the form will ask for both your information, and the information of the person you are raising the request for:

A screenshot of a computer AI-generated content may be incorrect.

10. Once you have completed all the required fields, you can click on the submit button located at the bottom of the form:

A screenshot of a computer AI-generated content may be incorrect.

11.  You will see a confirmation message advising that your request has been submitted. You don't need to take any further action, and the practice team will be in touch with the next steps. This could be via SMS/email/phone call.

a.      Please note: If you need to withdraw or correct a request it is advisable for you to call the practice, instead of submitting another request as it is likely that your first request will be seen first.

Frequently Asked Questions

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.   

What can I use SystmConnect for, and which form should I use?

  1. See table below for more information about what you can use SystmConnect for.
  2. SystmConnect starts with categories - e.g. Non-urgent medical conditions, Fit notes etc. and within each category are the types of request. 
  3. Start by clicking/tapping the appropriate category, and then the type of request you'd like to make. You'll see a warning letting you know not to submit urgent queries, once accepted you will then see the appropriate online form for you to complete. 
  4. Fill out the form with relevant information, and your personal information in the next step - e.g. name/address etc. and submit your request for our team to review. 
  5. Our team will review your request and respond appropriately. 
    1. Please note is you use the wrong form, your request may be rejected and we may redirect you to submit the correct form so we handle your request correctly. 
(Available 8am to 6.30pm) (Available 24/7)
Non-Urgent Medical Conditions Health Review Medication Query Fit (Sick) Notes Medication Request Other Admin Request
New clinical problems Request a vaccine Medication Questions Request a Sick Note (New or Extension) Order Repeat Medication Respond to a request to contact the practice
Existing clinical problems Request an NHS Health Check Out of Stock Medication   Ask for a one-off medication again Request a Letter
Suspected UTI (Urinary Tract Infections) Request a PSA Test Out of Sync Medication     Update Your Details
  Request a Smear Test       Record Access/Subject Access Requests
  Request Travel Advice/Vaccines       Request an Update on a Referral
          Let us know about reasonable adjustments
          Opt out of text messages

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.

Page last reviewed: 25 March 2026
Page created: 23 July 2025