Ideas, Concerns and Expectations - a guide to filling in your GP’s online form

Why online forms exist

The NHS has introduced online consultation systems to cope with rising demand and to make access fairer.

• They improve access - You can fill in a form at a time that suits you, not just when the phones are open.

• They help with triage - Practices can review forms in order of urgency, so those with the most pressing health needs are contacted first.

• They make use of the whole team - Not every problem needs a GP. By understanding what you need, the practice can direct you to the right professional - often faster than waiting for a GP slot.

• They create a written record - The information you provide goes into your notes, making it easier to track your health over time.

It’s important to remember: online consultation forms are for everyday problems. If you are very unwell, call NHS 111 or 999 in an emergency.

Introducing the ICE framework

GPs are trained to use the Ideas, Concerns and Expectations (ICE) framework during consultations. It’s a simple way of ensuring the most important parts of your story aren’t missed.

• Ideas - What do you think might be happening? You don’t need a diagnosis, even a hunch helps. “I think this could be eczema,” or “It feels like when I had tonsillitis last year.”

• Concerns - What are you worried about? This could be fear of a serious condition, or worry about how symptoms affect your life. “I’m worried this lump could be cancer,” or “I’m concerned I won’t manage work if the pain gets worse.”

• Expectations - What are you hoping will happen next? You may want medicine, a test, or simply advice. Sharing this helps your GP understand your priorities, even if the outcome is different.

Why ICE is so important online

When you sit in front of a GP, they can see if you look unwell or anxious. They notice pauses, body language, tone of voice. But an online form has none of those clues.

That’s where ICE comes in. It allows you to highlight what’s significant to you even if it isn’t medically urgent. For example, your headache may not point to a dangerous illness, but if it’s stopping you from working, that matters. Writing it down gives the team context they wouldn’t otherwise have.

This helps in two ways:

1. Spotting urgency - If you describe worrying symptoms or fears, the team can prioritise you.

2. Choosing the right professional - If your concern is about pain management, medicine, or lifestyle advice, you may be directed to a pharmacist or physiotherapist rather than waiting for a GP.

What happens after you submit

Many patients wonder whether their form just “disappears into the system.” In reality, there’s a structured process behind the scenes:

1. Triage - A member of the team reviews your form, looking for urgent red flags and assessing the best next step.

2. Allocation - Your request is sent to the most appropriate person: GP, nurse, pharmacist, physiotherapist, or another member of the primary care team.

3. Response - You’ll hear back from the practice. It might be a phone call, a face-to-face appointment, a prescription, or advice without an appointment. Timing depends on urgency, but significant concerns are always prioritised.

If your symptoms change or worsen while waiting, you should always contact the practice again or call NHS 111.

Practical tips

• Be specific about when symptoms started, how they’ve changed, and what makes them better or worse.

• Write in your own words - you don’t need medical jargon.

• Share what matters most to you - even if it doesn’t feel medically urgent.

• Don’t be afraid to say what you’re hoping for. The team can then explain whether it’s the right step.

• Include relevant details such as medicines, allergies, and long-term conditions.

The bigger picture

Online consultation forms are here to stay. For some, they’re convenient. For others, they feel like a barrier. But used well, they’re an opportunity - a way to share not only your symptoms, but also your perspective.

By using the Ideas, Concerns and Expectations framework, you make it easier for the practice team to understand both the clinical picture and the personal impact. That means they can prioritise what’s urgent, and also respond to what’s significant to you.

In short, a better story on the form leads to better care in practice.