Every GP practice in England must now offer online booking for appointments during working hours, in what ministers describe as a major step to modernise general practice.
The new system, which became mandatory today, requires surgeries to allow patients to request non-urgent appointments, ask questions, describe symptoms and request call-backs online between 08:00 and 18:30, Monday to Friday.
The government says the move will help end the long-criticised “8am scramble”, when patients often flood phone lines to secure an appointment.
Doctors Warn of Risks
The British Medical Association (BMA) has opposed the rollout, warning it could overwhelm practices with what it called a “potential online triage tsunami”. The union has urged safeguards such as allowing practices to temporarily switch off online systems when staff are unable to cope with demand.
On Monday, the BMA said it would consider industrial action in the form of work-to-rule if pressures increase further.
Government Pushes Ahead
Despite concerns, ministers have pressed on, saying sufficient funding has been provided to support the shift.
Care Minister Stephen Kinnock said: “We promised to tackle the 8am scramble and make it easier for patients to access their GP practice – and that’s exactly what we’re delivering. We are bringing our analogue health service into the digital era, giving patients greater choice and convenience.”
The government said it had invested an extra £1.1bn to fund the rollout, which it argues will free up phone lines for those needing urgent care and ease pressure on A&E units. Research shows patients who struggle to reach their GP by phone are more likely to attend A&E instead.
Digital Shift in the NHS
The reform follows the prime minister’s announcement earlier this week of a planned “NHS Online” virtual hospital service. Both moves form part of the government’s 10-year NHS digital strategy.
Currently, around six million appointments a month are booked online — about one in five of all GP appointments. Officials expect that number to rise significantly now online access is mandatory.
Dr Amanda Doyle of NHS England said: “This step will help modernise general practice by making online access as easy as calling or walking in, ensuring phone lines are available for those who need them most.”
Patient Charter and Oversight
Practices must also now publish a new “You and Your GP” patient charter on their websites, outlining what patients can expect from their surgery and how to raise concerns.
Jacob Lant, chief executive of the patient watchdog National Voices, welcomed the change: “Online booking systems are a fundamental building block of a 21st-century NHS. The best GP practices have shown what’s possible, and this should now be consistent everywhere.”
