Key Summary
- In October, more than 8 million people submitted their GP request online, up 21 percent from the previous month
- Around 1 in 3 online requests are for non-clinical reasons such as admin requests and repeat prescriptions
- Patients can contact their practice online throughout working hours
The NHS drive to move away from analog to digital and set up a ‘digital front door’ is making headway, with people increasingly contacting their GPs online.
In October, more than 8 million people submitted their GP request online, up more than a fifth (21 percent) on the previous month and up more than two-thirds (68 percent) on last year.
Around 1 in 3 online requests are for non-clinical reasons, such as admin requests and repeat prescriptions.
This has freed up phone lines for those needing to urgently contact their GPs.
Since October 1, patients can contact their practice online throughout working hours, and all GP practices were asked to make this offer available.
New data shows GP practices also received 31 million phone calls in October – more than a million each working day.
Millions of appointments are still being delivered in general practice every week, with a record 39 million in October 2025, including tens of thousands of Covid-19 vaccines.
Patients can now choose multiple options to contact their GP teams: whether that be contacting their practice online, by phone, or walk-ins.
Dr Amanda Doyle, NHS England National Director for Primary Care and Community Services, said, “Most people now manage their lives using technology – so it makes sense for people to be able to manage their healthcare online in the same way.
“Today’s figures show that millions of people each week are choosing to get in touch with their GP online, which also helps free up phonelines for those who can’t, or prefer not to use online consultation requests.
“Anyone who wants to contact their practice by phone can still do so, and all practices have upgraded their telephone systems, so it is now easier too for people who prefer to use this route, with reception desks open for people to walk in.”
Care minister Stephen Kinnock said, “These figures show the NHS is modernising at pace to fit around patients’ lives. We promised to tackle the 8 am scramble and make it easier for patients to access GPs – and that’s exactly what we’re delivering."
“At the same time as making online consultations universal, we have invested an extra £1.1 billion and recruited 2,500 more GPs to help deliver it. Patients now have real choice in how they access their GP, whether that’s online, by phone, or in person," he added.
The minister pointed out that the move from analogue NHS to the digital age has increased patient satisfaction with GP access.
"It has increased from 60 percent in July 2024 to 75 percent today, highlighting the difference this government is making.”
Booking procedure
Explaining how the online booking works, Dr Rumshia Ahmad at Brondesbury Medical Centre in London said, “Patients complete a simple online form, which is reviewed by an experienced GP and routed to the right member of our multidisciplinary team, with most patients receiving a booking link or clear plan within an hour.
“This approach is safe and fair – we’ve checked there’s no difference in access by deprivation, gender or first language – and we actively support people who are digitally excluded.
“Since going live, we’ve halved our daily phone calls, cut missed calls by over 80 percent, reduced routine waits from around 2 weeks to about 3 days, and for patients who need continuity, up to 92 percent of their contacts are now with the same clinician.
“As a result, patient outcomes, national survey results and online reviews have all improved, and our staff report feeling less overwhelmed and more able to provide continuous, personalised care."
Dr Ahmad pointed out that the NHS cloud-based telephony system has improved the patient experience by allowing call-backs instead of long hold times, reducing queues, and making access more efficient and patient-centred.
