Patients may need help to know about the new models of access. Some services are transactional (e.g. ordering medication) and can be a much better experience if conducted digitally than waiting in the telephone queue. Practices can now deliver care asynchronously for many patients helping to avoid the ‘8am rush’. To avoid patients defaulting to telephone first, GP practices need to consider how they are guiding people to access services online. Research has shown that rather than having an online consulting system ‘widget’ on a GP practice website home page, it should be part of appointment booking flow on a GP practice website, along with signposting to the NHS App as one method to book, change or cancel appointments. The appointment page should also describe how to access appointments in the evening and weekends, or if a GP practice has extended access services provided in their PCN or Federation, and how patients can access these services.

The GP Patient Survey in April 2024 shows us that nationally, 24% of respondents said they used A&E when the practice was closed. GP practices need to increase awareness and use of NHS 111 online, NHS App, and NHS.uk content such as symptom checkers, NHS service finders, Health Conditions A-Z and Medicines A-Zs to support patients to first find the right service for their needs, at the right time.  Some of this is general help, others specific at the point of need but the more people are aware of them, the more likely they are to select these options before using other services like A&E, which isn’t always appropriate or the most effective source of help. As well as clinical help, there are some practical pages too for patients who may be waiting for hospital care. Find your NHS number and MyPlannedCare helps patients with their hospital enquiries, with information about preparing for hospital appointments, waiting times and looking after themselves whilst they are waiting to support patient expectations as well as looks to reduce administrative tasks for staff.

Now that Online access to GP health records is live in over 96.3% of practices across the country, and 98.4% in the South East region, there are lots of resources to help practices inform their patients how to do this. A good place to start is (what was then) NHS Digital’s – Inform patients about having access to their online GP health record information through the NHS App – NHS Digital which contains suggested digital content and images for website, social media, messaging including the links to all the places that patients need to go to, to find out more.

Next page: Online GP practice registration service