Digital access in primary care has expanded rapidly, giving patients more ways to contact their GP practice and request support.
Online consultation systems, practice websites and other digital services are helping patients access general practice without relying solely on the telephone. However, recent NHS data highlights an important trend: digital demand is increasing, but traditional demand has not disappeared.
In February 2026, GP practices in England received a re
Digital access in primary care has expanded rapidly, giving patients more ways to contact their GP practice and request support.
Online consultation systems, practice websites and other digital services are helping patients access general practice without relying solely on the telephone. However, recent NHS data highlights an important trend: digital demand is increasing, but traditional demand has not disappeared.
In February 2026, GP practices in England received a record 8.6 million online consultation submissions, an increase of 85% compared with February 2025. During the same month, practices also handled 29.2 million phone calls, equivalent to more than one million calls every working day.
These figures raise an important question for the future of primary care: how can practices manage growing demand across both digital and traditional access channels?
Online GP Access Is Growing Rapidly
The growth of digital access in primary care reflects a significant change in how patients interact with general practice.
According to NHS England, patients submitted 83 million online consultation requests in the 12 months to February 2026.
Online access can offer greater flexibility. Patients may be able to submit requests without waiting in a telephone queue, while practices can receive structured information that helps teams understand and manage demand.
However, increased use of online services does not necessarily mean patients stop using traditional access routes.
The 29.2 million phone calls recorded in February demonstrate that telephone access continues to play a major role in general practice.
Digital Demand Is Not Simply Replacing Phone Demand
It can be tempting to think of digital transformation as moving patient demand from one channel to another.
The reality is more complicated.
Some patients prefer digital services, while others may prefer the telephone or need human assistance. Different circumstances can also lead the same patient to use different channels at different times.
As a result, practices may find themselves managing online consultation requests and significant telephone demand simultaneously.
The challenge therefore becomes less about encouraging everyone to use a single channel and more about developing an effective multi-channel patient access strategy.
More Access Channels Can Mean More Work to Manage
Providing patients with greater choice is valuable, but every incoming request still needs an appropriate response.
A digital submission may need to be reviewed and directed to the correct member of the team. Telephone enquiries require staff time, while administrative and clinical requests need different pathways.
Without effective processes behind these channels, expanding access can potentially redistribute workload rather than reduce it.
This is why GP demand management is becoming increasingly important alongside digital access.
Practices need to consider not only how patients make contact, but also what happens to each request once it arrives.
Why Digital Self-Service Matters
One way to manage growing patient demand is to make routine information easier to access without requiring direct staff involvement.
Many enquiries received by GP practices relate to everyday matters such as:
- Opening hours and contact information
- Appointment processes
- Prescription queries
- Registration information
- Practice services
- Administrative procedures
- Signposting to other healthcare services
Clear websites, accessible information and effective digital self-service in general practice can help some patients resolve straightforward needs independently.
This does not remove the need for telephone or face-to-face support. Instead, it can help ensure those channels remain available for patients and situations where direct human assistance is most valuable.
Digital Transformation Needs to Focus on the Whole Patient Journey
Successful digital transformation in primary care involves more than putting existing processes online.
Practices also need to consider the experience from the patient’s perspective.
Can patients easily understand where to go?
Can they find reliable information without searching through multiple pages?
Is it clear which service or contact route is appropriate?
What happens after an online request is submitted?
Answering these questions can help practices move from simply providing digital access towards creating a more coherent digital patient journey.
Managing Digital and Traditional Access Together
The future of patient access is unlikely to be entirely digital or entirely telephone-based.
Instead, general practice will continue to support patients through multiple channels.
The challenge is ensuring those channels work together effectively.
The February 2026 figures illustrate the scale of that challenge: 8.6 million online consultation submissions alongside 29.2 million phone calls in a single month.
As digital adoption continues to grow, practices will increasingly need systems and processes that help them manage demand across channels rather than treating each channel separately.
The Next Phase of Digital Access in Primary Care
Digital access has already changed how millions of patients interact with general practice.
The next phase should focus on making that access simpler, more coordinated and easier to manage.
More online requests may demonstrate growing digital adoption, but the continued volume of telephone calls shows that digital transformation cannot be measured by online usage alone.
The bigger question is whether technology and practice processes are helping patients get what they need while allowing teams to manage demand efficiently.
Because ultimately, more ways to access primary care should lead to a better patient journey, not simply more channels to manage.
These figures raise an important question for the future of primary care: how can practices manage growing demand across both digital and traditional access channels?
Online GP Access Is Growing Rapidly
The growth of digital access in primary care reflects a significant change in how patients interact with general practice.
According to NHS England, patients submitted 83 million online consultation requests in the 12 months to February 2026.
Online access can offer greater flexibility. Patients may be able to submit requests without waiting in a telephone queue, while practices can receive structured information that helps teams understand and manage demand.
However, increased use of online services does not necessarily mean patients stop using traditional access routes.
The 29.2 million phone calls recorded in February demonstrate that telephone access continues to play a major role in general practice.
Digital Demand Is Not Simply Replacing Phone Demand
It can be tempting to think of digital transformation as moving patient demand from one channel to another.
The reality is more complicated.
Some patients prefer digital services, while others may prefer the telephone or need human assistance. Different circumstances can also lead the same patient to use different channels at different times.
As a result, practices may find themselves managing online consultation requests and significant telephone demand simultaneously.
The challenge therefore becomes less about encouraging everyone to use a single channel and more about developing an effective multi-channel patient access strategy.
More Access Channels Can Mean More Work to Manage
Providing patients with greater choice is valuable, but every incoming request still needs an appropriate response.
A digital submission may need to be reviewed and directed to the correct member of the team. Telephone enquiries require staff time, while administrative and clinical requests need different pathways.
Without effective processes behind these channels, expanding access can potentially redistribute workload rather than reduce it.
This is why GP demand management is becoming increasingly important alongside digital access.
Practices need to consider not only how patients make contact, but also what happens to each request once it arrives.
Why Digital Self-Service Matters
One way to manage growing patient demand is to make routine information easier to access without requiring direct staff involvement.
Many enquiries received by GP practices relate to everyday matters such as:
- Opening hours and contact information
- Appointment processes
- Prescription queries
- Registration information
- Practice services
- Administrative procedures
- Signposting to other healthcare services
Clear websites, accessible information and effective digital self-service in general practice can help some patients resolve straightforward needs independently.
This does not remove the need for telephone or face-to-face support. Instead, it can help ensure those channels remain available for patients and situations where direct human assistance is most valuable.
Digital Transformation Needs to Focus on the Whole Patient Journey
Successful digital transformation in primary care involves more than putting existing processes online.
Practices also need to consider the experience from the patient’s perspective.
Can patients easily understand where to go?
Can they find reliable information without searching through multiple pages?
Is it clear which service or contact route is appropriate?
What happens after an online request is submitted?
Answering these questions can help practices move from simply providing digital access towards creating a more coherent digital patient journey.
Managing Digital and Traditional Access Together
The future of patient access is unlikely to be entirely digital or entirely telephone-based.
Instead, general practice will continue to support patients through multiple channels.
The challenge is ensuring those channels work together effectively.
The February 2026 figures illustrate the scale of that challenge: 8.6 million online consultation submissions alongside 29.2 million phone calls in a single month.
As digital adoption continues to grow, practices will increasingly need systems and processes that help them manage demand across channels rather than treating each channel separately.
The Next Phase of Digital Access in Primary Care
Digital access has already changed how millions of patients interact with general practice.
The next phase should focus on making that access simpler, more coordinated and easier to manage.
More online requests may demonstrate growing digital adoption, but the continued volume of telephone calls shows that digital transformation cannot be measured by online usage alone.
The bigger question is whether technology and practice processes are helping patients get what they need while allowing teams to manage demand efficiently.
Because ultimately, more ways to access primary care should lead to a better patient journey, not simply more channels to manage.