GPs ‘force the elderly to book online in breach of NHS rules’

GP surgeries are forcing elderly patients to book appointments online, against NHS rules, a survey suggests.

As many as one in three people aged 75 or over surveyed by a charity said they were made to submit online forms to see a doctor.

This is despite the GP contract requiring all practices to allow patients to book over the phone or in person if they prefer.

The NHS says all practices should offer a range of booking methods. There is no evidence that any surgeries have been punished for not following the NHS rules.

Critics warned that practices were operating with impunity and “should lose funding” if they were found to be flouting contract requirements.

The results are part of a report by Re-engage, a charity fighting loneliness in old age, which said older people were being “dehumanised” and “excluded” by the digital-first approach.

The charity’s report, Care On Hold, revealed findings from a survey of 926 older people based on their real-world experiences of accessing GP services. The authors warned that forcing elderly people to book online left them without healthcare appointments.

The report also warned that some patients were instead getting help from emergency services, self-treating, or going untreated.

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Source: The Telegraph, 4 May 2026