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Jess Brown-Fuller MP writes to Minister regarding digital GP booking system concerns
- ethanstorey3
- Jan 20
- 1 min read
Jess Brown-Fuller MP has written to the Minister of State for Care, Stephen Kinnock, to raise her concerns about the impact of the digital GP booking system upon the elderly and digitally excluded, stressing the need to ensure no one is “left behind”.
The government introduced the online booking system for GP appointments on 1 October 2025, mandating that every GP practice in England keep their digital booking system open throughout the day. In most practices, this involves patients completing an online form, after which their request is triaged before an appointment is arranged.
Jess wrote:
“While I understand that this change was intended to make booking appointments easier, since October I have heard from many residents, particularly older people and those who are digitally excluded, who report that the process is far from straightforward.
“Residents have described a confusing system of online forms and convoluted box-ticking exercises. Although GP practices are required to retain telephone and in-person routes alongside digital options, many residents are unaware that these alternatives still exist, or GP websites have failed to make this clear.”
Constituents have reported spending hours trying to secure an appointment, being turned away from their surgery after struggling with the online system and having to complete forms multiple times.
Jess asked the Minister how the government plans to mitigate the impact of the digital system on elderly residents and those unable to get online. She also asked whether the government has considered writing directly to all pension-age residents to make clear that telephone and in-person booking options remain available.
