NHS Launches Campaign to Promote Online GP Access
On Monday 9 February, NHS England launched a new campaign, “Tap it, type it and we’ll take care of it”, encouraging patients to contact their GP using secure online forms. The campaign runs across England and includes video, radio, social media, and search advertising.
At Healthwatch Cambridgeshire and Peterborough, we want to help residents understand what this means for them and share both the benefits and considerations of using online GP access.
How Online GP Forms Work
Online forms allow patients to contact their GP surgery securely and confidentially through the surgery website or the NHS App. You can:
- Report symptoms
- Ask questions
- Follow up on previous appointments
Forms can be submitted for yourself or on behalf of someone you care for, helping GP surgeries provide the right care at the right time.
After submitting a form, the GP surgery will usually respond within 1 working day, which may include:
- An appointment that day or the next
- A phone call responding to your query
- A text message reply
- Advice to visit a pharmacy or another NHS service
For urgent care, it’s important to continue using 111 online or by phone, or in emergencies, A&E or 999.
Benefits of Using Online Forms
From what we’ve heard from local residents, online forms can offer several advantages:
- Convenience: You don’t need to wait on busy phone lines.
- Flexibility: Submit requests during core hours (8am–6:30pm) without rushing to call at 8am.
- Accessibility: Helpful for people who find phone calls difficult due to work, caring responsibilities, or hearing difficulties.
- Efficiency: GP surgeries can prioritise requests and respond appropriately.
Things to Keep in Mind
While online forms can make accessing care easier, they are not suitable for everyone or every situation:
- Digital access: Some people may not have reliable internet, a smartphone, or feel confident using online tools.
- Complex concerns: Certain health issues may be hard to describe in a form and better discussed in person or by phone.
- Response times: Although surgeries aim to respond quickly, urgent issues may still require a direct call.
- Privacy concerns: While secure, some patients may prefer to share sensitive information in person.
How Healthwatch Can Help
We encourage community groups, carers, and residents to share information about online GP access with people who might benefit. If you’re unsure how to use an online form, or need support accessing GP services, our Information and Signposting Team can help.
Online GP forms are a valuable tool, but they work best as part of a range of ways to contact your GP, alongside phone and in-person consultations. At Healthwatch, we’ll continue to listen to residents’ experiences to ensure local GP services are accessible, effective, and inclusive for everyone. If you’d like to share your experience of accessing appointments digitally, please complete our survey here.
