Are There Penalties for Not Meeting Digital Access Requirements?

Are There Penalties for Not Meeting Digital Access Requirements?

Overview

The 2025/26 GP contract introduces mandatory digital access requirements, including online appointment requests throughout working hours. While there are no direct financial penalties, failure to comply could lead to funding risks, patient dissatisfaction, and increased scrutiny from NHS England.

Key Digital Access Requirements

·      All practices must offer online appointment requests via NHS-approved platforms.

·      Online access must be available throughout core hours (not just at 8 AM).

·      Phone lines must remain open for patients who cannot use digital services.

·      Practices must triage online requests effectively to maintain safe patient care.

Action Points:

·      Enable digital appointment booking in EMIS/SystmOne.

·      Train staff on managing online requests efficiently.

·      Monitor digital uptake and patient feedback to improve services.

What Are the Risks of Non-Compliance?

1️ Funding & Reimbursement Risks

Risk: While there are no direct fines, practices that fail to meet digital access mandates may lose access to funding linked to digital transformation initiatives.

·      NHS England is investing in digital-first primary care, and non-compliance may affect future funding eligibility.

·      PCNs and ICBs may redirect digital funding away from non-compliant practices.

Key Takeaways:

·      Ensure compliance to secure digital transformation funding.

·      Proactively implement online access to avoid funding loss.

·      Engage with PCN/ICB support for digital implementation resources.


2️ Increased CQC & NHS Scrutiny

Risk: Practices that fail to offer digital access may be flagged as not meeting contract requirements, leading to compliance reviews from NHS England or CQC.

·      Digital accessibility is a key focus of CQC inspections.

·      Repeated failure to comply may trigger intervention from NHS commissioners.

Key Takeaways:

·      Ensure online booking is fully operational by October 2025.

·      Regularly review compliance with NHS guidance

·      Demonstrate patient support for digital access adoption.


3️ Increased Patient Complaints & Poor Satisfaction Scores

Risk: Patients expect easy access to GP appointments, and practices without online booking options risk lower patient satisfaction scores and increased complaints.

·      Digital access is now a patient expectation, not just an optional service.

·      Lack of online access could lead to negative patient feedback on GP surveys.

Key Takeaways:

·      Providing digital access improves patient experience.

·      Clear communication ensures patients understand online services.

·      Proactively managing online bookings reduces administrative burden.

 

Steps to Ensure Compliance Before October 2025

🗓 Review Your Clinical System Capabilities – Ensure EMIS/SystmOne can process online requests.

🗓 Train Reception & Admin Teams – Ensure staff can manage digital appointment workflows.

🗓 Educate Patients on Digital Access – Use SMS, posters, and website updates to inform them.


Immediate Actions:

·      Enable online appointment requests and test the workflow.

·      Monitor patient uptake and address any technical issues.

·      Ensure all staff are trained in handling digital access effectively.

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