More than 8 million people used online channels to contact their GP practices in October 2025 — a 21% rise on September and 68% higher than the same month last year. The figures come as NHS and government efforts to simplify access to GP services continue to expand.
About one in three online requests were for non-clinical matters such as administrative queries and repeat prescriptions, easing pressure on phone lines for non-urgent issues. From 1 October all GP practices were asked to provide online contact options throughout working hours, giving patients an alternative to calling or visiting in person.
GP practices also handled 31 million telephone calls in October — averaging more than a million calls on each working day. General practice recorded a new monthly high of 39 million appointments in October 2025, which included tens of thousands of Covid-19 vaccinations. Patients now have multiple routes to contact their practice: online, by phone, or in person.
NHS England’s director for primary care, Dr Amanda Doyle, noted that the vast majority of people who contact the NHS do so through their GP practice, and that making access straightforward is essential. She said the move to online contact reflects how people now use technology to manage everyday life, and that wider use of online requests is helping to free phone lines for those who cannot or prefer not to use digital services. Dr Doyle added that phone access remains available and that practices have upgraded telephone systems and kept reception desks open to support those who want to call or walk in.
The Government’s Minister of State for Care, Stephen Kinnock, said the statistics demonstrate rapid modernisation of NHS services to fit patients’ lives, and that the move aims to reduce the early-morning rush for appointments. He emphasised that many online requests are for repeat prescriptions and administrative tasks that previously tied up phone lines. Kinnock highlighted concurrent investments — an extra £1.1 billion for primary care and recruitment of 2,500 additional GPs — and noted that patient satisfaction with GP access has risen from 60% in July 2024 to 75% now.
Early adopters of online consultation systems report measurable benefits. Brondesbury Medical Centre in London introduced an online consultation and GP-led total triage system in October 2023, routing every patient request through a single “digital front door.” Patients complete a simple online form that a clinician reviews and forwards to the appropriate team member; most callers receive a booking link or a clear plan within an hour.
According to Dr Rumshia Ahmad at Brondesbury, the system is designed to be safe and fair and includes support for patients who are digitally excluded. Since implementation the practice has halved daily phone call volumes, reduced missed calls by more than 80%, shortened routine wait times from around two weeks to roughly three days, and achieved up to 92% continuity for patients needing to see the same clinician. Patient outcomes, survey results and online reviews have improved, staff report less overwhelm, and a cloud-based telephony setup allows clinicians to call patients back rather than leave them on hold.
The October data underlines a broader shift toward offering multiple, flexible ways for people to access general practice. The combination of online contact options, upgraded telephony and maintained in-person access is intended to give patients real choice and to free up resources for urgent care needs.
