What Happens if My Practice Misses the Online Booking Deadline?

What Happens if My Practice Misses the Online Booking Deadline?

Overview

Notes
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.

Key Requirements for Online Booking

  1. All practices must enable online appointment requests via NHS-approved digital platforms.
  2. The service must be available throughout working hours (not just at 8 AM).
  3. Phone lines must remain available for those unable to use online access.
  4. Practices must integrate online requests with clinical triage workflows to prioritise care effectively.

Action Points:

  1. Enable online booking functionality within EMIS/SystmOne.
  2. Ensure staff are trained to manage digital requests efficiently.
  3. Monitor online booking uptake and adjust workflows accordingly.

What Are the Risks of Missing the Deadline?

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1. Potential Financial & Contractual Consequences

Risk: Practices failing to offer online booking may lose access to future funding linked to digital access initiatives.
  1. NHS England is prioritising digital transformation, and non-compliance could impact PCN-level funding.
  2. Practices may be flagged for non-compliance in contract reviews.

Key Takeaways:

  1. Enable online booking as soon as possible to meet contractual requirements.
  2. Ensure compliance to protect access to funding streams.
  3. Avoid unnecessary scrutiny from commissioners.

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2. Increased Workload on Telephone & Front Desk Teams

Risk: Without online booking, telephone demand will remain high, causing longer wait times for patients and increased admin workload.
  1. Practices already facing 8 AM rushes will continue to struggle with demand management.
  2. Staff may face increased stress and burnout from handling excessive call volumes.

Key Takeaways:

  1. Online booking helps reduce call traffic, freeing up phone lines for complex cases.
  2. Digital access allows receptionists to focus on patients who need more support.
  3. Failure to implement online access may worsen patient frustration.

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3. Patient Dissatisfaction & Complaints

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.
  1. Many patients prefer the convenience of requesting appointments online rather than calling.
  2. PCNs and ICBs may put pressure on non-compliant practices to implement digital solutions quickly.

Key Takeaways:

  1. Meeting patient expectations for online access improves satisfaction.
  2. Encouraging digital uptake can streamline appointment workflows.
  3. Avoid reputational risks by proactively implementing online booking.

 

Steps to Ensure Compliance Before October 2025

  1. Review Your Clinical System Capabilities – Check that EMIS/SystmOne is set up for online requests.
  2. Train Staff on Managing Online Appointments – Ensure front desk and admin teams understand the process.
  3. Communicate Changes to Patients – Use SMS, posters, and website updates to inform patients.

Immediate Actions:

  1. Enable online appointment requests and test the workflow.
  2. Monitor uptake and resolve any technical issues before the deadline.
  3. Ensure all staff are confident in handling digital booking processes.

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