Patients across England are reporting difficulties accessing general practitioner (GP) services under new online-only appointment systems, raising concerns about the effectiveness of digital booking platforms in primary care.

Several patients have described challenges in securing routine GP appointments through online portals that open at fixed times, often filling up within minutes. One patient from Littlehampton, West Sussex, explained that their surgery’s online booking system, which becomes available at 8 a.m., was fully booked by 8:53 a.m. on a recent weekday. The patient noted that while their medical issue requires attention, it is not an urgent matter, but the system’s limitations meant they could not even submit a request for a future appointment. This situation forces patients to repeatedly compete for scarce slots, potentially disadvantaging those with less urgent concerns. The patient expressed frustration, suggesting that mailing documents by post might now be a more reliable way to access primary care than the digital platforms currently in use.

Meanwhile, another patient from Sunningdale, Berkshire, highlighted concerns over the decline of personalised care and continuity with a dedicated GP. The patient, aged 87, recalled receiving annual health checks during mid-life through their NHS surgery with a consistent doctor. However, in recent years, they have experienced a lack of follow-up from the practice and no longer have a designated GP. After being invited for a health check and then told that a call would be made to discuss the results in four weeks, the patient waited without receiving the promised contact. The individual stated that the inconsistent communication prompted them to seek care privately, where tests and results were delivered promptly.

These accounts underscore broader issues within primary care, including reduced continuity of care and difficulties navigating online appointment systems. The original aim of faster access targets, such as those introduced under former Prime Minister Tony Blair to allow patients to see a GP within 48 hours if needed, appears to be misinterpreted or poorly implemented in some practices, leading to unintended access barriers for patients with less urgent needs.

Health services continue to adapt to digital means of patient engagement, but these examples point to the need for a balance that ensures timely access while maintaining personalised care and reliable communication channels for patients requiring routine medical attention.