General Practitioners
The question
To ask the Secretary of State for Health and Social Care, how his department ensures GPs retain telephone and reception facilities to book appointments at GP clinics.
Answered by Stephen Kinnock
As part of our ambition to end the 8:00am scramble, we want patients to contact their practice by phone, online, or by walking in, and for people to have an equitable experience across these access modes. To ensure that patients are not digitally excluded, the GP Contract is clear that patients should always have the option of telephoning or visiting their practice in person, and all online tools must always be provided in addition to, rather than as a replacement for, other channels for accessing a general practice (GP). Practice receptions should be open so that patients without access to telephone or online services are in no way disadvantaged.
To support patients who depend on telephone bookings, the 2025/26 GP Contract includes a requirement for all GPs to offer online booking throughout core hours, from 8:00am to 6:30pm. This is designed to ease pressure on phone lines by allowing those who prefer online booking to do so at any time, freeing up phone lines, reducing long phone queues, and improving the experience for those reliant on telephone bookings.
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