The use of GP online consultations in south-east England has surged to more than one million contacts a month, as patients increasingly turn to digital tools to access healthcare. The sharp rise follows a major push by NHS England to modernise access to general practice and give patients greater choice in how they contact their GP.
New figures show that online submissions across the South East more than doubled over the past year, increasing from 540,000 in December 2024 to 1.2 million in December 2025. The growth comes after new contractual requirements were introduced, obliging every GP practice to offer online consultations for both clinical and administrative requests during core opening hours.
NHS Campaign Promotes Patient Choice
In response to the rising use of digital services, NHS England has launched a new GP Online Access campaign aimed at making patients aware of the different ways they can seek help from their local surgery. The campaign emphasises that online contact is an option rather than a replacement, with phone calls and in-person visits remaining available.
Dr Tim Caroe, director of primary care transformation in the South East, said the initiative is focused on empowering patients. He explained that the campaign “is about letting patients know they have a choice about how they get help,” rather than pushing people towards a single route of access.
Avoiding Queues and Saving Time
Online forms allow patients to submit concerns at a time that suits them, helping many avoid the early morning rush to phone GP practices. Dr Caroe said the increase in digital use reflects growing confidence among patients in the system.
“The rise in online clinical submissions over the past year shows people are growing in confidence, and we hope even more will feel comfortable using this quick, convenient option,” he said.
For busy working adults, the flexibility has proved particularly valuable. Patients can describe symptoms in detail without feeling rushed and can submit requests outside traditional peak calling times.
Patient Experience Highlights Benefits
Matt Stacey, from Kent, works full time and now regularly uses online forms to contact his GP. He said the process was straightforward and easy to follow.
“I could take my time to explain exactly how I was feeling, which isn’t always easy over the phone,” he said. Stacey added that he submitted an online form at around 07:00 GMT while having breakfast before work.
“Within a couple of hours the surgery called to say the doctor had reviewed it and could see me at 11:00,” he said, describing the experience as efficient and reassuring.
Digital Shift in Primary Care
The expansion of GP online consultations forms part of a broader NHS strategy to modernise primary care and manage rising demand. Digital access tools were accelerated during the Covid-19 pandemic and have since become a permanent feature of GP services.
Health leaders argue that offering multiple routes of access helps practices triage patients more effectively, improves convenience, and ensures those who need face-to-face care can still receive it. While online systems are not suitable for every patient or every condition, NHS England says they are an important addition to traditional GP services.
As awareness of the service grows through the new campaign, health officials expect online contact with GP practices across south-east England to continue rising in the coming months.