New NHS England figures show a sharp rise in patients contacting GP practices online. In September 2025 there were 6.5 million online consultation requests submitted to practices, up from 4.4 million in September 2024.
From 1 October, all GP practices in England must keep an online consultation platform available during working hours for non‑urgent appointment requests, medication queries and administrative matters. Practices still offer phone, walk‑in and face‑to‑face care; 20.1 million face‑to‑face appointments were delivered in September 2025. People with urgent needs can continue to call or attend their practice in person.
Office for National Statistics data indicate online contact has become the most popular way for patients to reach their GP, overtaking phone calls. NHS England reports seven in ten adults now say it is easy to get through to their practice, up from six in ten in 2024.
Dr Amanda Doyle, NHS England’s national director for primary care and community services, said online requests and upgraded telephone systems free up phone lines for urgent cases and better fit busy lives. Health Secretary Wes Streeting welcomed the shift, saying patients expect online convenience and noting the government has provided £1.1 billion in extra funding and support to help practices adapt. NHS support is available for practices struggling to meet the new contract requirement.
Sheffield’s Steel City practice says its online system has “obliterated the 8am rush,” easing the morning scramble for appointments and letting staff manage queries securely and efficiently. Practice manager Josie Matthews and GP partner Dr Krishna Kasaraneni said digital triage—such as asking for photos of a child’s rash—helps clinicians decide quickly whether an in‑person visit or urgent hospital care is needed. Steel City introduced online consultations more than two years ago and treats phone, walk‑in and online contacts using the same clinical approach so patients receive consistent care regardless of how they get in touch.
Almost every GP practice in England has upgraded telephone systems to make it easier for patients to contact their surgery, and NHS England continues to support practices to ensure online request routes are available during opening hours.
