General practice in England is witnessing a significant shift in how patients book appointments. Data from the Office for National Statistics reveals that more people are now opting for online consultations over traditional phone calls. This change follows a directive from the UK government mandating that GP surgeries provide online consultations daily from 8:00 to 18:30.
Patients can now describe their health issues through online forms, which are then reviewed by GP staff. Depending on the severity of the issue, patients may receive a phone call or be invited for an in-person appointment. While this digital approach offers convenience, it raises concerns about accessibility, particularly for vulnerable populations.
Digital Divide in Healthcare Access
The rise in online consultations highlights a concerning trend: individuals in more deprived areas are less likely to utilise these services. Research indicates that those who are economically disadvantaged often face significant barriers in accessing online health resources. The disparity in digital literacy is evident. A recent survey conducted in 2024 found that 38% of households in the UK struggle with digital skills, with 17% lacking basic functional skills such as maintaining an email account.
These barriers are not solely technical. Patients frequently express confusion regarding the various online options available to them, and GP reception staff may not always be equipped to assist. This lack of support can make it difficult for those unfamiliar with digital systems to seek necessary care.
Who is Using Online Consultations?
Data suggests that online consultations are predominantly favoured by specific demographics. Women, younger individuals, and those with stable employment are more inclined to use these services. Additionally, people with long-term health conditions and those familiar with GP websites are more likely to engage with digital consultations. This demographic trend raises the question of whether the increase in online contacts equates to improved access for all patients.
The 2025 General Practice Patient Survey reported that just 51% of patients found it easy to contact their GP via the surgery’s website, and 49% via the NHS app. These statistics indicate that while online consultations are becoming more prevalent, significant work remains to enhance their accessibility.
Moving Forward: Ensuring Inclusivity
As digital consultations become standard practice, it is crucial to focus on inclusivity. While many patients appreciate the convenience of online services, it is essential to ensure that these tools do not inadvertently create additional barriers. Addressing the needs of the most vulnerable populations can help guarantee that online consultations improve overall access to healthcare rather than hinder it.
In light of these findings, further research is necessary to explore how online consultation tools impact clinical decision-making and patient outcomes. Helen Atherton, a key researcher in this area, has collaborated with eConsult Ltd on a PhD project at the University of Warwick, focusing on the implications of online consultations in clinical settings.
Ultimately, the goal should be to develop a healthcare system that embraces digital innovation while ensuring that all patients, regardless of their background or digital proficiency, receive the care they need.
