Thousands more residents are finding it easier and quicker to access their GP through online consultations, as new figures show a record number of people requesting help online throughout October.
More than 200,000 online consultation requests were submitted across mid and south Essex last month – almost three times the number recorded a year ago, and a 27% rise on September.
The increase follows national changes introduced on 1 October, which require GP practices to keep online request systems open throughout surgery hours, helping end the morning call queue often experienced by patients.
For many residents, it means greater flexibility and reduced stress when contacting their GP.
I couldn’t recommend the new system enough. Before, I would often put off calling because of the wait, but now I can send a request at a time that suits me and I was offered an appointment really quickly. The whole process felt seamless and I got the care I needed without any hassle.
Local resident Chloe, 32, from Essex
Locally, around one in three online requests in October were for non-clinical reasons such as admin requests and repeat prescriptions, meaning fewer people were calling their GP and waiting in call queues for non-urgent requests.
Crucially, the rise in online use is not replacing other routes – it is giving patients further choice.
In October, GP teams still answered around 680,000 phone calls and delivered nearly 750,000 appointments, an increase of around 25,000 compared to the same month last year.
Around one in three online requests were for non-clinical issues such as administrative queries and repeat prescriptions, freeing up practice phone lines for those who need to speak to staff urgently or who cannot access digital services.
With local services already experiencing higher demands for service, health leaders are reminding residents to use services wisely and that A&E should only be used for life-threatening emergencies or serious injuries. Choosing the most appropriate service helps ensure that emergency teams can focus on those who need them most, especially as winter illnesses and seasonal pressures increase demand.
Get the right care and supportWe know that GP practices are at the heart of how people access the NHS every day, and we are seeing more and more patients choosing to use online services to manage their healthcare – whether that’s booking appointments, requesting prescriptions, or asking for advice.
“At the same time, we’re ensuring that phone lines and reception desks remain open and accessible for anyone who prefers to speak to someone in person.
To help services run smoothly this winter, we ask patients to please use services wisely and use all available services such as pharmacy, the NHS App, NHS 111, self-referral routes and other community services as needed. NHS services work best when everyone chooses the right service for their needs.
William Guy, Director for Primary Care at NHS Mid and South Essex ICB