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Patients across various regions of the country have been experiencing difficulties accessing their GP surgeries online following the collapse of a technology company. Silicon Practice, which managed digital services such as websites, online appointment booking, and virtual consultations for approximately 500 GP practices in England—representing just under 10% of all practices—has gone into administration. This has led to disruptions for patients in several areas, including London, Gloucestershire, and Norfolk, with similar challenges reported in Wales.
GP leaders have highlighted the significant impact this disruption could have, especially given the widespread use of online booking systems. Since last year, all GP practices in England have been required to offer online appointment scheduling, and currently, more than 40% of appointments are made using these digital platforms. In affected areas, patients are being informed that they will need to book appointments by phone, although the NHS app remains fully operational.
An NHS England spokesperson confirmed that while most GP practice websites continue to function normally, those utilizing Silicon Practice’s services are facing outages. Patients encountering problems are advised to contact their GP practice directly by phone or to visit in-person for assistance. NHS England has reached out to the impacted practices, providing guidance on maintaining their operations and limiting the disruption to patient care.
Silicon Practice operated the FootFall digital system, designed to reduce incoming patient phone calls by 30% by relieving reception staff from routine administrative tasks and managing demand more efficiently. This tool was employed in over 1,000 GP practices across the UK. Professor Victoria Tzortziou Brown, president of the Royal College of GPs, emphasized the growing importance of GP websites as vital access points for patients to arrange appointments and find healthcare information. She stressed the necessity of swiftly resolving any website outages to prevent significant patient inconvenience and added pressure on practice teams. Professor Brown called for prompt and practical support from NHS England and local healthcare bodies to restore services, reduce disruption, and ensure patients are informed about alternative ways to contact their doctors during this period
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