Healthwatch Southend Survey on Digital GP Appointments

Executive summary

This Healthwatch Southend research explores local people’s experiences of making a GP appointment following changes introduced during and after the Covid-19 pandemic. Based on responses from 326 residents, the study focuses on access routes, particularly the use of online appointment systems alongside traditional telephone and face-to-face options.

The findings show strong overall support for online access, with many patients reporting that digital routes make it easier to contact their GP practice. However, the research also highlights significant variation in awareness, usability and outcomes, particularly for disabled people and those with long-term conditions. Persistent frustration with telephone access remains a key concern.

Overall, the evidence points to the importance of choice, clarity and accessibility, with online systems working best when they complement, rather than replace, other routes to care. Making a GP appointment

Key findings

• Limited awareness of online appointment options
  • Only around one-third of respondents were clear that their GP practice encouraged online appointment requests.
  • A notable proportion of patients were unsure how to access appointments at all.
• High appetite for digital access, but not for everyone
  • Nearly three-quarters of respondents said they would find it easier to contact their GP online.
  • Around one in five were unconvinced, reinforcing the need for alternative access routes.
• Accessibility concerns for some groups
  • Disabled people and those with long-term conditions were broadly supportive of online booking.
  • However, they were more likely to report that online forms were difficult or “really not easy” to use.
• Mixed experiences of online consultation forms
  • Around half of users found online forms easy or very easy to complete.
  • Common issues included long, repetitive forms, questions that required self-diagnosis, and limited ability to explain symptoms in free text.
• Time and responsiveness
  • Most users completed online forms within 15 minutes, though around 10% took more than 20 minutes.
  • Just over half received a response on the same day.
• Satisfaction with outcomes
  • Around 60% of respondents were satisfied with the outcome of the online process.
  • Approximately 40% were not, suggesting gaps in resolution, communication or follow-up.
• Ongoing frustration with telephone access
  • Recurrent themes included the “8am rush”, long waiting times, call costs, dropped calls, and being told no appointments were available.
• Value placed on choice
  • Patients responded most positively where practices offered a mix of online, phone and face-to-face options.

Recommendations

• Maintain and promote choice
  • GP practices should ensure patients can access appointments through multiple routes, including online, telephone and in-person.
• Improve accessibility of online systems
  • Online consultation tools should be simplified and designed with disabled people and those with long-term conditions in mind.
  • Practices should work with patient participation groups to identify and address usability barriers.
• Improve clarity and communication
  • Clear, consistent messaging is needed so patients understand:
    • How to request an appointment
    • Which route to use for different needs
    • What will happen after submitting a request
• Address telephone access issues
  • Persistent problems with phone systems, waiting times and call handling should be reviewed alongside digital improvements.

Conclusion

This research shows that while online GP appointment systems are welcomed by many patients, they are not a universal solution. Digital access can improve convenience and efficiency, but only when it is accessible, clearly communicated and supported by alternative routes.

For system partners, the findings reinforce the importance of inclusive access models that reflect different needs, preferences and capabilities, ensuring that no patients are disadvantaged as general practice continues to evolve