The number of online general practice consultations in England is rising significantly, with a notable shift from traditional phone bookings. According to data from the Office for National Statistics, more patients are utilizing digital platforms to contact their GP surgeries, driven by a government mandate requiring online consultations daily from 8:00 to 18:30. This change aims to improve accessibility but has raised concerns about who may be left behind in the transition.
Historically, patients have faced the “8am scramble” to secure appointments by phone. With the introduction of online consultations, patients can submit their health concerns through digital forms. These are subsequently reviewed, leading to phone follow-ups or in-person appointments if necessary. However, the implementation varies across practices, meaning not all patients experience the same level of service.
The reliance on digital solutions poses challenges, particularly for those in deprived areas. Research indicates that individuals from lower socioeconomic backgrounds are less likely to be aware of or use online GP services. This “deprivation gradient” is concerning, as these populations often have the highest health needs. The increase in online contacts does not necessarily equate to improved access for everyone who requires care.
Studies reveal that online consultations are predominantly utilized by women, younger people, those in employment, and individuals with chronic conditions. Familiarity with GP websites and digital literacy further increases the likelihood of using these services. According to a 2024 survey, 38% of UK households report struggling with digital skills, while 17% lack functional skills, such as managing an email account.
Barriers to access extend beyond basic technology. Many patients find the variety of online systems confusing, and reception staff may not always be equipped to provide assistance. In the 2025 General Practice Patient Survey, only 51% of patients reported finding it easy to contact their surgery via the website, and 49% through the NHS app.
As online consultations gain traction, it is crucial to ensure that they enhance rather than hinder access to healthcare. Efforts must focus on understanding user demographics and their experiences to create an inclusive environment. Patients express a desire for more convenient ways to consult their doctors, and digital solutions can help accommodate busy lifestyles.
There is still considerable work ahead to make online consultations truly accessible for all. As the healthcare landscape continues to evolve, understanding who benefits from these services is essential in addressing existing disparities.
Helen Atherton, a researcher receiving funding from the National Institute for Health Research (NIHR), highlights the importance of evaluating the impact of online consultations on clinical decision-making. Although she collaborates with eConsult Ltd, a provider of online consultation software, she does not have financial ties to the company, ensuring that her research remains unbiased.
In summary, while the shift to online consultations offers potential advantages, it also poses significant challenges for certain groups. Addressing these issues is vital to ensure equitable access to healthcare services across England.
