With the 2025/26 GP contract, all GP practices must offer online appointment requests throughout working hours. Clear patient communication is essential to ensure smooth adoption, manage expectations, and reduce confusion or frustration.
· Online appointment requests are now available all day – no more 8 AM rush.
· Phone lines remain open for those who cannot use online services.
· Online access improves efficiency and helps prioritise urgent cases.
· The process is simple, secure, and accessible from home.
Action Points:
· Use clear and consistent messaging across multiple channels.
· Ensure patients understand the benefits of digital access.
· Address common concerns about security and accessibility.
· Add a prominent banner on your homepage explaining the new system.
· Provide step-by-step instructions on how to request an appointment online.
· Include a short video demonstration if possible.
Checklist:
· Update FAQs to cover common patient concerns.
· Ensure the online booking link is easy to find.
· Provide translations or accessible formats for diverse patient needs.
· Send an SMS campaign to inform patients of the change.
· Use email newsletters to explain benefits and provide guidance.
· Send reminders before the system goes live.
Checklist:
· Draft clear, concise SMS messages (e.g. "From October, you can book GP appointments online anytime. Visit [website] to learn more.")
· Send emails with detailed instructions and links to resources.
· Ensure messages are sent to all registered patients.
· Place posters in waiting areas, reception, and consultation rooms.
· Provide printed step-by-step guides for patients who prefer paper-based instructions.
· Train reception staff to explain the process to patients in person.
Checklist:
· Design clear, patient-friendly posters.
· Make printed guides available at reception.
· Ensure staff can answer patient queries confidently.
· Post regular updates on Facebook, Twitter, and Instagram.
· Use short videos or infographics to explain the benefits.
· Engage with local patient groups and community networks to spread awareness.
Checklist:
· Post at least once a week leading up to the launch.
· Create FAQs as Instagram stories or Twitter threads.
· Respond promptly to patient comments and concerns online.
· Train reception and admin staff on how to assist patients using online booking.
· Ensure clinical staff are aware of the new workflow and can encourage uptake.
· Offer in-practice support for patients who struggle with digital access.
Checklist:
· Hold staff training sessions on digital access.
· Provide scripts and FAQs for reception teams.
· Identify patients who may need additional support.
🗓 Immediately: Begin updating websites and planning patient communications.
🗓 2-3 months before launch: Start SMS and social media campaigns.
🗓 1 month before launch: Display posters and train staff.
🗓 Go-live date: Ensure all systems are working smoothly and provide patient support.
· Update website and create promotional materials.
· Send out patient notifications via SMS and email.
· Train staff to assist with patient queries.