Every GP practice now has to offer online booking
From today, 2 October 2025, all GP practices in England are required to offer patients the ability to book appointments and make requests online throughout the day. 🩺
The new rule, mandated by the government, is designed to end the "8am scramble," where patients repeatedly call their surgery to secure an appointment. Under the new contract, surgeries must provide an online service for patients to ask questions, report symptoms, and request a call back during their core hours (typically 8:00 AM to 6:30 PM, Monday to Friday).
Doctors' Union Warns of 'Tsunami' of Requests
The move comes despite strong opposition from the British Medical Association (BMA), which had called for the introduction to be halted. The doctors' union warned that some online triage systems could miss potentially serious health issues, leading to patient harm.
The BMA predicted a "potential online triage tsunami" that could overwhelm staff. It argued that safeguards should be in place, such as allowing practices to suspend the online system temporarily if they cannot cope with the demand. The union also stated it would consider industrial action in the form of a "work-to-rule" if necessary.
Government Pushes Forward with Digital Plan
Despite the concerns, ministers have proceeded with the scheme, stating that sufficient funding has been provided to help GP practices implement the changes. While many practices have offered this service for years, some have restricted its use during busy periods. Currently, around six million appointments a month—approximately one in five—are booked online.
"We promised to tackle the 8am scramble and make it easier for patients to access their GP services, and that's just what we're delivering," said Care Minister Stephen Kinnock. "We're bringing our analogue healthcare service into the digital age, giving patients more choice and convenience."
The government believes online booking will free up phone lines for those who need them most, such as elderly patients or those without internet access. NHS data suggests patients who cannot get through on the phone are more likely to go to A&E.
Mixed Reaction to Implementation
Patient advocacy groups have welcomed the principle but highlighted previous issues with rolling out such schemes.
"Online booking services are a fundamental building block of a 21st Century NHS, but implementation has been troubled," said Jacob Lant, chief executive of National Voices. "The best GP practices have shown what's possible. It's true that primary care is under intense strain, but the answer to managing demand must be to use these digital technologies more effectively."
Alongside the new booking rules, practices are now required to display a new patient charter, "You and Your GP," on their websites, outlining what patients can expect and how to provide feedback.
