GP online booking changes – what this means for local people

The aim of the change was to make access fairer for everyone and reduce pressure on phone lines and reception desks. But some concerns have been raised about how the system is working in practice.

What concerns have been raised?

The British Medical Association (BMA) says some people are using online forms to report emergency physical or mental health problems that may not be read until the next day. They also say GP teams are receiving more online requests than ever before, including questions that relate to hospitals or other NHS services, which is adding pressure on staff.

Why this matters for local people

We know that online access can make life easier for many people, especially those who work, care for others or cannot phone at 8am. But we also hear from people who cannot use digital tools, struggle with forms or simply prefer to speak to someone in person.

We have also raised concerns in the past about the variation between practices, and how unclear or changing rules can make it harder for people to get the help they need.

We want to hear your experience

To understand how these changes are affecting people in Devon, Plymouth and Torbay, we would like to hear from you. Your feedback helps us speak up for local people and make sure national and local decision-makers understand what is happening on the ground.

You can tell us:

• Have local NHS services explained clearly when it is suitable to use online booking?
• Which groups of people find online access helpful? Who finds it difficult or chooses not to use it?
• Have you seen any tension or confusion between practices and patients since the change?
• What could GP practices, the ICB or national NHS teams do to make things easier?