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What is an online consultation tool?

A online consultation tool is a digital platform that allows individuals to contact their general practice (GP) without going to the surgery in-person or waiting on the telephone. It allows patients to provide admin-related or clinical information and the reasons for their request.

GPs can choose the type of online consultation tool that meets the needs of their practice and local patients. The NHS England website explains the different online consultation tools GP practices can choose to suit their needs and manage their requests effectively.

What are the new rules on the use of online consultation tools?

Following changes to the GP contract in 2025/26, GPs are required to keep their online consultation tool open during their core hours (8am to 6.30pm) for non-urgent appointment requests, medication queries and admin requests.

The GP Contract is a formal agreement between NHS England and general practice that outlines the essential medical services, standards and expectations for the running of an NHS commissioned general practice.

When did the changes come to effect?

These changes came into effect on the 1 October 2025.

Can people who are unable to book appointments online book over the phone or in person?

Yes, the GP contract sets out that there must be an option for patients to contact their practice over the phone and in person “for people to have an equitable experience”.

Does this rule affect the booking of urgent appointments?

No, the changes to the rules do not affect the booking of urgent appointments. The online booking consultation tool is intended to help free up space for phone calls for patients who need them the most.

Guidance on booking appointments should be displayed on practice websites with safeguards in place for urgent clinical requests.

The NHS England website sets out that practices must decide how they choose to manage online appointment bookings.

Why has the government decided to propose this change?

On 28 February 2025, the Department for Health and Social Care (DHSC) announced the reasons for the changes stating they will modernise general practice by:

  • allowing patients to request appointments online to free up space for those who require telephone booking
  • improving practices’ ability to triage patients based on medical need.

The DHSC stated these reforms will support GPs to end the 8am scramble for appointments and improve access to GPs for all.

These changes are a part of the government’s Plan for Change to make the NHS ‘fit for the future’.

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