From October 2025, all GP practices must offer online appointment requests throughout core hours as part of the 2025/26 GP contract. Practices that fail to comply could face funding risks and operational challenges.
· All practices must enable online appointment requests via NHS-approved digital platforms.
· The service must be available throughout working hours (not just at 8 AM).
· Phone lines must remain available for those unable to use online access.
· Practices must integrate online requests with clinical triage workflows to prioritise care effectively.
Action Points:
· Enable online booking functionality within EMIS/SystmOne.
· Ensure staff are trained to manage digital requests efficiently.
· Monitor online booking uptake and adjust workflows accordingly.
Risk: Practices failing to offer online booking may lose access to future funding linked to digital access initiatives.
· NHS England is prioritising digital transformation, and non-compliance could impact PCN-level funding.
· Practices may be flagged for non-compliance in contract reviews.
Key Takeaways:
· Enable online booking as soon as possible to meet contractual requirements.
· Ensure compliance to protect access to funding streams.
· Avoid unnecessary scrutiny from commissioners.
Risk: Without online booking, telephone demand will remain high, causing longer wait times for patients and increased admin workload.
· Practices already facing 8 AM rushes will continue to struggle with demand management.
· Staff may face increased stress and burnout from handling excessive call volumes.
Key Takeaways:
· Online booking helps reduce call traffic, freeing up phone lines for complex cases.
· Digital access allows receptionists to focus on patients who need more support.
· Failure to implement online access may worsen patient frustration.
Risk: Patients increasingly expect digital access to GP services, and failure to offer online booking may lead to negative feedback and lower patient satisfaction scores.
· Many patients prefer the convenience of requesting appointments online rather than calling.
· PCNs and ICBs may put pressure on non-compliant practices to implement digital solutions quickly.
Key Takeaways:
· Meeting patient expectations for online access improves satisfaction.
· Encouraging digital uptake can streamline appointment workflows.
· Avoid reputational risks by proactively implementing online booking.
🗓 Review Your Clinical System Capabilities – Check that EMIS/SystmOne is set up for online requests.
🗓 Train Staff on Managing Online Appointments – Ensure front desk and admin teams understand the process.
🗓 Communicate Changes to Patients – Use SMS, posters, and website updates to inform patients.
Immediate Actions:
· Enable online appointment requests and test the workflow.
· Monitor uptake and resolve any technical issues before the deadline.
· Ensure all staff are confident in handling digital booking processes.