Dr Amanda Doyle: ‘Online GP access has expanded patient choice’

NHS England primary care director Dr Amanda Doyle hails improvements in satisfaction in the latest GP Patient Survey

This year’s GP Patient Survey is welcome recognition of the hard work that has been taking place across general practice. Patients are reporting continued improvements in their experience of care and in ease of access, continuing the upward trend we have seen over the past two years.

Behind every survey result is the hard work of teams across the country; GPs, nurses, practice managers, reception teams and everyone who keeps practices running. You have continued to deliver for your communities while responding to significant pressures and finding new ways to improve services.

While the phone remains the most common way for patients to contact their GP practice, more people are choosing to use online services and the NHS App. You have adapted, embraced technology and introduced new ways for patients to get in touch, giving them greater choice in how they access care while maintaining traditional routes for those who prefer them. 

These changes are reflected in this year’s results. More than three quarters of patients (76.7%) said they had a good overall experience of their GP practice, up from 73.9% last year, while 72.6% reported a good experience contacting their practice.

Importantly, this is about expanding choice, not replacing the care that patients value. The vast majority of patients continue to see a clinician face to face, and satisfaction with the care they receive remains extremely high, with 90.2% saying their needs were met at their last appointment.

These results are a testament to the profession. Practices have adapted how they work and continued to provide compassionate, high-quality care. The improvements patients are reporting are a direct reflection of the dedication and professionalism of teams across general practice.

We are also seeing encouraging improvements across wider primary care, with almost nine in ten patients reporting a good experience of community pharmacy services and 81.5% saying they were able to get an NHS dental appointment the last time they tried, up from 76.3% in 2024.

While there is more to do, today is an opportunity to recognise the progress being made. Patients are seeing the difference, and that is down to the people who deliver primary care every day.

Dr Amanda Doyle is a former GP and the national director for primary care at NHS England