General Practitioners: Telephone Services
The question
To ask the Secretary of State for Health and Social Care, what reasonable adjustments are in place for people with disabilities to access GPs without going through telephone services.
Answered by Stephen Kinnock
General practices (GP) are independent businesses contracted by the National Health Service to deliver essential services. As part of their contract, practices must provide online consultation tools. Online consultation tools are designed to accommodate a wide range of patient needs, including improving access to people with disabilities, making it easier for patients to book appointments, request prescriptions, and register remotely.
Since 1 October, GPs now must offer online access during core hours, from 08:00 to 18:30, bringing online access in line with walk-in and access, to improve convenience and reduce phone queues.
After a decade of declining satisfaction, patient experiences with contacting their GP have improved significantly. As of December 2025, 75.2% of patients report that they find it is easy to contact their GP, a 14.3% increase since July 2024, from 60.9%
Our approach is not a one size fits all. The GP Contract is also clear that all online tools must always be provided in addition to, rather than as a replacement for, other channels for accessing a GP. This means that patients should always have the option visiting their practice in person, or telephoning.
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