Contacting your GP online

Our team is working to improve the tools that people and communities use to contact health care professionals to make access to the NHS easier and faster.

One of the tools available is known as online consultations. This is where patients can send a message or email electronically to their GP practice with a query about their health and receive a response from the most appropriate person in the practice; whether this is a GP, nurse, pharmacist or occupational therapist. We received over 8,000 responses to the survey below which used the same questions we asked you in the Health Innovation Network survey in 2023, providing a direct point of comparison and continuity of measurement.

Key themes

Survey results highlighted nine key themes in how patients experience and perceive online forms. These are:

• Time saving and convenience: patients appreciated the ability to avoid long phone queues and save time with quick, flexible online access.
• Ease of use: forms were described as simple and user-friendly, supporting adoption across age groups and digital skill levels.
• Reduced phone reliance: many patients preferred online forms over phone calls, citing reduced wait times and less frustration.
• Clearer communication: written formats allowed patients to express themselves clearly, with confidence that their concerns were understood.
• Simplified appointments: Patients found booking or requesting appointments through forms more straightforward and manageable.
• Efficiency: the digital approach felt more streamlined, with fewer steps and a quicker path to getting help.
• 24/7 availability: patients valued being able to submit requests at any time, particularly outside core GP hours.
• Avoiding face-to-face visits: while stressing the importance of face-to-face appointments, online forms helped patients avoid unnecessary in-person visits, particularly for routine queries.
• Speed of response: many felt that online submissions resulted in quicker follow-up or resolution, contributing to reassurance.
• Concern of patients being left behind: there were concerns highlighted about patients who aren't comfortable using online consultation not benefitting from the technology and that it may replace other forms of communication with practices.

We recognise the importance of access to all, regardless of access to technology, and recognise that online consultations are just one way of contacting your practice alongside more traditional methods.

These results London provides a comprehensive view of the current state of digital access and suggests notable progress in patient satisfaction and engagement.

The results of the survey helped inform the selection of a new online consultation provider for general practice by ensuring that patients’ views shaped the new service which started in 2026.

The survey below closed on 18 August 2024. The responses will be held securely within our organisation. Your responses will only be shared in anonymised form with partners. Your honest feedback will help us enhance our online consultation experience for all our patients.