Published 29th September 2025

Responding to recent comments on the online GP access plans, Rachel Power, Chief Executive of the Patients Association said:

“Patients want and deserve timely, responsive access to their GP, that fits around their lives, and for those living with long-term conditions or serious illness, assures continuity of care. Technology can and should play a role in improving NHS services, but digital tools must enhance care rather than replace the relationships patients value.
 
“What is missing in this debate is genuine partnership with patients themselves. Patients have been promised improvements in their healthcare, and they now need to see government, GPs, and NHS leaders working together with patients to design services that are both safe and truly responsive to their needs.

“Patients should feel confident that when they book or request an appointment, whether online, on the phone, or in person, their needs will be assessed swiftly and safely by someone with the right training and skills to judge urgency. Demand will not disappear by limiting access; instead, services must be designed to make care easier to navigate and respect patients’ ability to use systems appropriately.

“Patients are caught in the middle of another dispute between doctors and government. It is unsettling and often frightening to hear conflicting messages when patients should be given clarity and confidence that safe, effective systems will be in place.” 

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