Digital tools support patient access to GP practices across the Midlands
More and more patients in the Midlands are making use of digital tools to contact their GP at a time that’s convenient to them, according to new data.
Since October 2025, patients have had the option of messaging their practice through its website or via the NHS App. The number of online submissions made to Midlands GP practices has more than doubled over the past year – with over 1.6 million in January 2026 compared to 724,000 in January 2025.
This secure and confidential online form service is an alternative to telephoning the practice offering more patient choice.
In the East Midlands, a practice in Derbyshire is embracing digital access and says online appointment requests have changed things for the better.
Lister House surgery in Derby introduced a “total triage” system that treats every patient request the same, whether it comes in online, by phone, through the NHS App or in person.
All requests for an appointment are assessed on the same day by a team of clinicians, using the same structured questions to ensure consistent decision‑making.
Maddy Corbyn, practice operations manager, said: “When we used to open up the surgery in the mornings the queue was around the car park and into the street.
“People used to bring deck chairs and start queueing from 6am. By 8:15am every appointment had gone and all we were able to do was to signpost people to NHS 111 and the local walk-in centre.”
Since the practice introduced the system in October, it has eliminated the physical queue for appointments. The team deal with 2,500 requests weekly for appointments and signpost to appropriate services, whether an appointment, a visit to a community pharmacy or self‑care advice – saving time for patients.
Practice clinical lead Dr Mahya Johnson said: “All the requests for appointments go into the same inbox. The clinicians review them, look at the patient’s records, and make a decision on how that patient should be seen.”
Once submitted all online submissions are reviewed and there is no need to follow up with a phone call.
Trish Thompson, Director of Primary Care in NHS England – Midlands said: “More people across the Midlands are making use of digital tools to contact their GP practice online, helping avoid the 8am rush or long waits on the phone. We have seen patient satisfaction rates continue to rise and improved access has contributed to that.”
“This is also enabling primary care teams to manage demand and to navigate patients to the most appropriate service for their needs.”
NHS England’s ‘GP Online Access’ campaign runs until the end of March to raise awareness of how you can contact your GP practice during the day, anytime between 8am – 6:30pm, and avoid the 8am rush.
Patients can still choose to phone or visit a practice in person, but online forms offer a flexible alternative for those who prefer it.
Since 1 October 2025, all GP practices in England must offer online consultations for both clinical and administrative requests during core hours.
The change supports the NHS 10-year health plan, which aims to deliver more care within communities and ensure patients can access appointments with a wider range of healthcare professionals.