The 2025/26 GP contract requires practices to offer online appointment requests throughout core hours, improving access for many patients. However, there’s a common misconception that online booking guarantees a faster appointment. This guide clarifies how digital access fits into triage and appointment prioritisation.
Reality: Online booking provides convenience, but appointments are still allocated based on clinical urgency and availability.
What Patients Need to Know:
· Online requests are triaged just like phone and in-person requests – urgent cases are prioritised.
· Routine appointments may still have a waiting time, even if booked online.
· Submitting a request online does not guarantee a same-day appointment.
Reality: Online access does not create additional appointment slots; it simply offers a more convenient way to request them.
What Patients Need to Know:
· GP capacity remains the same, whether patients book online or via phone.
· Online requests help reduce phone line congestion, improving access for everyone.
· Patients should still book well in advance for non-urgent care.
Reality: While online systems allow for faster request submission, practices must still triage and allocate appointments based on clinical need.
What Patients Need to Know:
· Practices check and process online requests at set intervals throughout the day.
· Response times may vary depending on demand, especially during peak hours.
· Patients should check practice guidance on response times for online requests.
Reality: Online requests should not be used as a workaround when phone lines are busy. They still go through the same triage process as other appointment requests.
What Patients Need to Know:
· Submitting multiple requests (phone & online) for the same issue may slow down response times.
· Patients should follow practice guidelines on when to use online vs. phone booking.
· Urgent cases should still call the practice or NHS 111 if they need immediate attention.
· Use online booking for routine care – It’s ideal for follow-ups, medication reviews, and non-urgent issues.
· Provide clear information – Giving detailed symptoms in an online request helps the practice triage effectively.
· Check expected response times – Practices should communicate how long online requests take to process.
· Follow urgent care protocols – Call 999 or NHS 111 for emergencies, rather than using an online request.
Online booking improves convenience and accessibility but does not replace clinical prioritisation. By using the system correctly, patients can help ensure a fairer, more efficient appointment process for everyone.
📢 Educating patients on how online booking works will help manage expectations and reduce frustration!