Doctors are warning that changes to the GP booking process, implemented under a previous Labour government, have led to a reduction in face-to-face appointments and potentially jeopardized patient safety. A survey of 330 GPs and 242 practice managers found that one-third of practices have been forced to cut back on in-person appointments since October 1 of last year.
Under the current guidelines, all GP practices in England are required to accept online booking requests and queries between 8:30 a.m. and 6 p.m., Monday through Friday. A quarter of respondents to the poll, conducted by GP magazines Pulse and Management In Practice, believe these new requirements have put patient safety at risk.
Official NHS England data shows a declining trend in the proportion of face-to-face GP appointments. In June, 60.2% of appointments were conducted in person, a decrease from 62.9% in June 2025 and 64.9% in June 2024. Concurrently, appointments conducted via phone or online have been steadily increasing.
Patient advocacy groups and Members of Parliament have expressed concern that substituting phone consultations for in-person visits could lead to serious harm, as subtle symptoms of diseases like cancer might be overlooked. The British Medical Association (BMA), a trade union for doctors, is in a formal dispute with the government over these changes, citing concerns about increased workload and patients detailing life-threatening conditions online instead of calling emergency services.
The BMA has described the web forms as encouraging "consumer-like behavior" toward GP services, comparing it to booking entertainment or personal appointments. The union states that GP practices could manage the increased service demands if they were adequately resourced with the necessary workforce and investment.
Dr. Manu Agrawal, deputy chair of the BMA's GP Committee, stated that the current online request system is unsafe and that a system prioritizing bureaucracy over face-to-face interaction is neither efficient for practices nor ideal for patients. He emphasized that every request must be reviewed by a GP to ensure urgent cases are identified and addressed promptly.
Agrawal added that if the government wishes to continue with this approach to NHS convenience, it must provide sufficient resources. He warned that a failure to do so could lead to compromised patient safety, diminished continuity of care, increased costs for emergency care, and GP burnout. He also cautioned that recent gains in patient satisfaction, attributed to the hard work of GPs and their teams, could be lost.
A spokesperson for the Department of Health and Social Care countered that GPs are mandated to offer face-to-face appointments alongside remote consultations. The department highlighted the recruitment of 2,000 additional GPs since July 2024 and an investment of £1.7 billion over two years, with GPs central to their 10-Year Health Plan. They stated that these efforts have resulted in 77% of patients reporting a "good" overall experience and improved access due to online services and the NHS App.
An NHS England spokesperson reported that GPs conducted one million more face-to-face appointments in June compared to the same month last year. The spokesperson acknowledged the pressures on general practice but stressed the importance of keeping online systems accessible throughout the day to facilitate easier patient contact and support equitable access through online, phone, or walk-in options.