Your ongoing experiences of digital GP booking systems

Healthwatch Birmingham and Solihull examined whether experiences of digital GP booking systems had changed following earlier concerns about online-only access. The review combined an online survey of 140 people conducted in May and June 2026 with wider patient feedback gathered between January and June 2026. Respondents were predominantly older adults, people with long-term conditions, disabled people and carers. The findings showed that digital booking systems are now a routine part of accessing GP services and work well for many patients, with many reporting that online requests are convenient and can lead to same-day responses or appointments. 

However, experiences remained inconsistent. Some patients reported that online systems were unreliable, difficult to navigate or unavailable despite being promoted. Others felt requests were not always processed efficiently and were frustrated by delays, poor communication and uncertainty about when practices would respond. While most respondents could still contact their practice by phone or in person, traditional routes did not always provide a genuine alternative, with many patients being directed back to online forms rather than being able to book appointments directly. 

The report identified ongoing risks for digitally excluded patients. A minority of respondents said they could only book appointments through online forms, despite national guidance requiring alternative access routes. Older people, disabled people and those with limited digital confidence described particular difficulties using online systems, and some reported having to visit surgeries in person to secure appointments. Healthwatch noted that these groups are often among those with the greatest need for regular healthcare and therefore face the greatest impact when booking systems do not work effectively. 

Healthwatch concluded that access should be judged not only by the existence of different booking methods but by how well they work in practice. The organisation plans to continue sharing patient feedback with the GP Provider Support Unit, monitor how practices support digitally excluded patients and carry out further engagement with groups most likely to experience access barriers. The report highlighted the need for more consistent implementation of booking systems and greater support for patients who are unable or unwilling to use digital services.