Overview
- From 1 October, all GP practices in England must keep online consultation platforms open during working hours for non-urgent appointment requests, medication queries and administrative needs.
- NHS England reports 6.5 million online consultation submissions in September 2025, up from 4.4 million a year earlier, with ONS data showing online contact has overtaken phone calls.
- A Pulse and Management in Practice poll of 431 respondents found 67% of GPs and practice managers are concerned about patient safety since the contract change.
- Doctors describe urgent and potentially life‑threatening issues being entered into non‑urgent or administrative forms, citing cases such as breathing difficulties, rectal bleeding and unwell infants.
- Practices report heavy triage workloads and burnout risks, though NHS England points to benefits like fewer 8am phone bottlenecks, upgraded phone systems and a Sheffield practice that ended its morning rush.