A bold reality: online contact with GPs in England is now more common than phone calls, according to new Office for National Statistics data.
Looking at a three-week window from mid-September, the figures show about 43% of people reached out to their GP online, up by one percentage point from the previous month. In contrast, roughly 41% used the phone. This shift follows a government mandate for all NHS practices to offer online bookings starting in October. Government estimates indicate that online consultation services were used by more than eight million people in October, a 20% rise from the prior month.
The British Medical Association (BMA) has warned that increasing online access could overwhelm surgeries and potentially compromise patient safety. The BMA is in a formal dispute with the government over these changes.
Health Secretary Wes Streeting, however, welcomed the latest data as a significant step toward fulfilling the pledge to end the ")8am scramble for appointments".
ONS data indicate that 43.3% of people contacted their GP online between September 16 and October 9, through the NHS app or a GP website.
The government requires online appointment bookings to operate from 08:30 to 18:00, Monday to Friday. The Department of Health notes that nearly all GP practices in England now offer online services. Beyond booking non-urgent consultations, patients can also ask questions, describe symptoms, and request a callback.
NHS England states that online contact with GPs has become easier for patients and reflects growing popularity. Yet the BMA contends that urgent requests are not being properly triaged and that practices may become overwhelmed.
Dr. David Wrigley, deputy chair of the BMA’s General Practice Committee for England, said, "The government has merely increased the potential for patient safety issues to arise" because the software does not differentiate clearly between routine and urgent requests.
Health watchdog Healthwatch England also voiced concerns, noting that some people may not be adequately informed about the changes, especially that online booking should not be used for emergencies. Reports indicate some practices limit online bookings to morning hours and that digitally less-savvy individuals may struggle to navigate the system.
In short, while online GP contact is rising and seen as a key part of expanding access, critics warn about triage effectiveness, safety risks, and accessibility hurdles for certain patient groups.
A thoughtful question for readers: do you think the convenience of online GP contact outweighs the potential risks, or should urgent care workflows and triage be prioritized even if it slows down digital adoption? Share your views in the comments.
