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New statistics from the Office for National Statistics (ONS) reveal a shift in how people in England are getting in touch with their GP surgeries, with more individuals now choosing online methods over phone calls. Recent data from a three-week period in mid-September indicate that just over 43% of patients used online channels—such as the NHS app or their local GP’s website—to contact their GP. This marks an increase of one percentage point from the previous month and exceeds the 41% of people who made contact by telephone.
This development follows a government directive requiring all NHS practices to offer online booking services starting in October. According to government figures, over eight million people utilized online consultation services in October alone, representing a 20% rise from the previous month. The move aims to streamline access to GP appointments and reduce the traditional rush for bookings early in the morning. Health Secretary Wes Streeting described the figures as “a massive step” toward fulfilling the government’s pledge to end the “8am scramble for appointments.”
Despite these positive trends, there is opposition from the British Medical Association (BMA), which argues that the new system could overwhelm GP surgeries and risk patient safety. The BMA is formally disputing the changes, expressing concern that urgent cases may not be appropriately prioritized. Dr. David Wrigley, deputy chair of the BMA’s General Practice Committee for England, warned, “The government has merely increased the potential for patient safety issues to arise. The software simply does not filter out routine from urgent requests.” Meanwhile, patients’ group Healthwatch England also highlighted challenges, noting that some patients are not properly informed that online booking should not be used for emergencies and that those less familiar with digital tools may struggle with the system.
The Department of Health confirms that nearly all GP surgeries in England now offer online appointment booking. The mandated operating hours for this service are 08:30 to 18:00, Monday through Friday. Besides booking appointments, patients can also use these online platforms to request non-urgent consultations, describe symptoms, ask questions, and arrange for call-backs. NHS England emphasized the ease and growing popularity of contacting GPs online, though debate continues regarding the impact on practice workloads and patient safety
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