Patients need guidance, not gatekeeping. Practices need time, not more complexity.
As more GP practices across England move appointment booking online, driven by government targets and evolving patient behaviours, there’s no doubt that digital access is here to stay. In fact, new data from the Office for National Statistics shows that for the first time, more people are contacting their GP online (43.3%) than by phone (40.5%) or in person (14.6%). (LBC / ONS Health Survey, Oct 2025)
But as demand for digital grows, so too do the risks. Especially if speed and system targets take priority over patient experience, staff wellbeing, and the human heart of healthcare.
Digital Can Help, But Only if It’s Done Well
Used well, digital processes can simplify access to care, reduce unnecessary phone calls, and free up time for meaningful interactions between staff and patients.
But used badly, they can frustrate patients, increase admin workload, and leave already-stretched practices struggling to embed systems that aren’t built with real-world pressures in mind.
Recent headlines reflect this tension.
In a powerful commentary in The Guardian, journalist Simon Hattenstone described his experience with the new AI-powered online booking system as “almost as miserable as my chest infection.” Designed to streamline access, he said the system felt impersonal and obstructive, with pseudo-diagnoses and “computer says no” logic that left him feeling anything but cared for.
GPs Want Better Access, But Not at the Cost of Safety
Many doctors support the idea of improving digital access, but they’ve also raised serious concerns.
As BBC News reports, clinicians have warned that some systems now prioritise speed over safety, encouraging patients to self-triage without clear clinical guidance or human support.
Patients may be pushed toward services that aren’t appropriate, or away from ones they genuinely need, simply because the system was built to tick a digital box, not support real-world complexity.
It’s Not About Going Backwards, It’s About Getting it Right
No one is saying we should continue with long phone queues and endless paper forms. But the solution isn’t simply to digitise everything and assume it’s better.
Technology should streamline processes, not replace relationships. And when used in the right way, technology can in fact support relationship building.
Digital booking systems shouldn’t attempt to diagnose, dismiss, or confuse patients. They should simply help them reach the right type of care: whether that’s a GP, nurse, pharmacist, physio, or a self-referral service.
And they should do that without burdening practices with rigid systems that are expensive to roll out, difficult to customise, or out of sync with how teams actually work.
And What About Staff?
Pushing for digital transformation without adequate time or support can make things worse for teams already under pressure.
Practice managers and admin staff are the ones left trying to embed complex new systems while still keeping everything else running, all in the name of progress. It’s no surprise that burnout is growing, with many GPs and practice staff feeling overwhelmed and under-supported. (Read more here)
When digital tools aren’t fit for purpose, they don’t reduce workload, they just shift it somewhere else.
Patients Deserve Clarity and Care
The move toward digital has real potential. As Dr Ellie Cannon recently highlighted, patients don’t always need a GP appointment or A&E visit, they just need help knowing where to turn.
“Knowing where to get the care you need can make all the difference,” she said, encouraging patients to use GP websites instead of defaulting to the 8am phone scramble. (BBC News)
We couldn’t agree more.
It’s not just about providing the options, it’s about making sure patients understand them.
When people are unsure how to navigate a system, they go with what’s familiar, which is also often the most overloaded route. That’s why clear, patient-friendly communication is just as important as the tech itself.
A few simple steps can make a big difference:
- Use your website homepage to highlight key services
- Create a “Where to go for help” page or FAQ
- Share updates and reminders on social media to guide behaviour gently over time
Small, consistent nudges help shift habits.
The more patients understand how and when to use digital access points, the more confident they feel and the less pressure lands on your team.
Ultimately, good digital systems should support patients to get care more easily not leave them frustrated, confused, or falling through the cracks.
At Practest, We’re Working to Find a Better Way
We’re not here to push a one-size-fits-all solution or force your team into a digital overhaul.
We work alongside practices to simplify (not overcomplicate) your processes, reduce admin, and improve the experience for both your team and your patients.
That means:
- Digital tools that are easy for patients to use and easy for staff to manage
- Realistic implementation support, at a pace that fits your practice
- Support with communicating changes to patients via your website and social media
We believe in keeping healthcare human.
We’re here to make technology work for the people who use it, not the other way around.
Want to simplify your systems without sacrificing patient care?
Let’s have a conversation about what’s working, what’s not, and where small changes could make a big difference.