
Patient Access in the NHS Digital Revolution: Enhancing Accessibility
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Article Updated: November 2024
New regulations have been introduced in England that aim to improve patient access to NHS general medical services (GMS). The regulations, which were published in April 2023, focus on two key areas: providing patients with online access to their full medical records and ensuring that patient queries are responded to promptly.
Table of Contents
- Introduction to Patient Access
- Why is Patient Access Important
- How New Regulations can Improve Patient Access
- Overview of Patient Access Platforms
- Understanding the 23/24 GP Contract Access Requirements
- Challenges in Implementing the New Regulation
- The Future of Patient Access
- Final Thoughts and Key Takeaways
- How Core Prescribing Solutions can Help
Introduction to Patient Access

Patients have long faced challenges in accessing NHS GMS. These challenges include long wait times for appointments, difficulty getting appointments, and lack of access to online services. A 2022 survey by the Patients Association found that 42% of patients had waited more than 2 weeks for an appointment with their GP, and 29% had been unable to get an appointment at all. The survey also found that 23% of patients did not have access to online services from their GP practice.
The new regulations aim to address these challenges by requiring GP practices to provide patients with online access to their full medical records and to respond promptly to patient queries. The regulations also set standards for telephone services, requiring practices to use approved suppliers that meet national standards.
These changes are designed to improve patient access to NHS GMS by making it easier for patients to access their medical records and get the care they need.
What is Patient Access
Patient Access is the ability for patients to easily connect with and use healthcare services, including scheduling appointments, accessing medical records, and communicating with healthcare providers. This term often refers to both in-person and digital methods for managing healthcare interactions efficiently and conveniently.
Why is Patient Access Important
Patient access is important because it ensures that everyone has the opportunity to get the care they need, when they need it. This is especially important for people with chronic conditions, who may need to see a doctor or other healthcare professional on a regular basis. Patient access is also important for people who live in rural areas or who have difficulty getting to a GP surgery.
Key Changes to Patient Access:

The requirement to Provide Patients with Online Access to Their Full Medical Records: All GP practices must provide patients with online access to their full medical records by October 2023. This includes all of the patient’s medical history, including test results, diagnoses, and prescriptions.
The requirement to Respond Promptly to Patient Queries: GP practices must respond to patient queries within 24 hours during weekdays and within 48 hours at weekends and on bank holidays. This includes queries that are made by phone, email, or through the practice’s online portal.
Implications for Patients
- Easier access to medical records
- More convenient access to services
- Improved communication with GP practices
Implications for GP Practices:
- Increased workload
- Need to invest in new technology
- Workforce planning and recruitment
Implications for NHS Patient Access England:
- Improved patient satisfaction
- Reduced costs
Stakeholders:
Patients: Patients are the primary beneficiaries of the new regulations. In theory, they will have easier access to their medical records and improved communication with their GP practices.
GP Practices: GP practices will be responsible for implementing the new regulations. They will need to invest in new technology, training and workforce planning and potentially recruitment to ensure that they are able to comply with the regulations.
NHS England: NHS England is responsible for overseeing the implementation of the new regulations. They will need to provide support to GP practices and monitor the impact of the regulations.
How the New Regulations Could Improve Patient Access to NHS General Medical Services

Easier access to medical records:
Patients will be able to see their test results, diagnoses, and prescriptions whenever they need to, which could help them to track their health conditions and make informed decisions about their care.
More convenient access to services:
Patients will be able to book appointments, request repeat prescriptions, and access other services online, which could save them time and hassle.
Improved communication with GP practices:
Patients will be able to contact their GP practice quickly and easily, which could help them to get the care they need when they need it.
How can we Improve Patient Access?
Overview of Patient Access Platforms
Patient access or pt access platforms play a pivotal role in modernising healthcare delivery within the UK, particularly in streamlining the interaction between patients and healthcare providers. These platforms are digital portals that enable patients to manage various aspects of their healthcare online.
Functionality:
- Appointment Scheduling:
- Patients can book, reschedule, or cancel appointments online, reducing the need for phone calls and minimising the administrative burden on healthcare staff.
- Access to Medical Records:
- Patients have the ability to view their medical histories, test results, and other pertinent health information securely online.
- Prescription Management:
- Online prescription management allows patients to request prescription refills, view medication lists, and understand dosing instructions.
- Communication with Healthcare Providers:
- Secure messaging features enable direct communication between patients and their healthcare providers for questions, follow-up care, or other healthcare needs.
- Telemedicine Services:
- Patients can engage in virtual consultations with healthcare providers from the comfort of their homes, which has become increasingly essential in the wake of the COVID-19 pandemic.
UK-Focused Platforms:
In the UK, several patient access platforms have been developed to cater to the unique needs of the NHS and its patients. Notable platforms include:
- NHS App: This official app provides a range of online services, including symptom checking, booking and managing appointments, and ordering repeat prescriptions.
- Patient Online Access: Another widely used platform, Patient Access, offers similar functionalities as the NHS App, along with additional features like viewing medical records and engaging in video consultations.
- Evergreen Life: This platform is a patient-centric portal allowing individuals to manage their health, fitness, and wellbeing, alongside NHS services like appointment bookings and prescription management.
Understanding the 23/24 GP Contract Access Requirements
The NHS, in its continuous mission to enhance healthcare services, has introduced pivotal changes to the GP contract for 2023/24. Central to these amendments is the drive to revolutionise patient access to general medical services.
One of the primary changes mandates practices to provide an immediate assessment or guide patients towards the right service upon their first interaction. This proactive approach ensures that patients receive timely care and guidance, minimising delays and fostering a more patient-centric approach.
Additionally, the evolution of digital health is evident in the requirement for practices to transition to telephony solutions from the Better Purchasing Framework as their existing contracts conclude. This shift not only promotes the adoption of standardised digital tools but also aims to enhance the patient experience by facilitating smoother communication channels.
In essence, these changes underscore the NHS’s commitment to leveraging technology and policy amendments to streamline patient access, ensuring that the healthcare system remains responsive, efficient, and patient-oriented.
How Core Prescribing Solutions Can Assist:
In the constantly evolving landscape of healthcare, Core Prescribing Solutions stands as a beacon of expertise. With a rich legacy of over 25 years combined experience, our team possesses the unique blend of expertise and innovation.
As the GP contract undergoes significant amendments, we recognise the challenges and opportunities these bring. By harnessing our skills in clinical services, we not only offer practices the tools to digitise their processes but also provide strategic guidance, ensuring patients receive prompt, efficient access to services.
Collaborative Working: A Pillar of Efficient Patient Access:
The emphasis on patient access places collaboration at its heart. We firmly believe in the power of collaborative working, especially in hub-based operations. Our tailor-made primary care packages are designed with this collaborative spirit, ensuring that various healthcare units work in harmony. This synergistic approach is pivotal to streamlining and improving patient access and providing care that is both timely and holistic.
Challenges in Implementing the New Regulation
Cost: The new regulations will place an additional burden on GP practices, as they will need to invest in new technology, training workforce planning and potentially recruitment to comply with the regulations.
Compliance: It may be difficult for GP practices to comply with all of the requirements of the regulations. For example, it may be difficult for practices to respond to patient queries within 24 hours during weekdays due to capacity and bandwidth pressures internally.
Technology: The new regulations require GP practices to provide patients with online access to their full medical records. This may be a challenge for some practices, as they may not have the necessary technology in place.
The new regulations aim to improve patient access in the UK to NHS GMS by providing patients with online access to their full medical records and ensuring that patient queries are responded to promptly. These changes are expected to bring significant benefits for patients, GP practices, and NHS England by streamlining processes and enhancing communication. However, there are also a number of challenges that may be faced in implementing the regulations effectively.
The Future of Patient Access

The new regulations are a positive step towards improving patient access to NHS GMS.
However, there are a number of challenges that need to be addressed in order to implement the changes successfully.
The future of patient access in the UK is uncertain. However, there are a number of trends that suggest that patient access will become increasingly important in the years to come. These trends include:
The ageing population: The UK population is aging, and this is putting a strain on the healthcare system. According to the Office for National Statistics, by 2066, there will be an additional 8.6 million residents aged 65 years and over in the UK. As the population ages, there will be an increased demand for healthcare services, including primary care services.
The rise of chronic conditions: Chronic conditions, such as diabetes and heart disease, are becoming more common in the UK. These conditions require regular care, and this can make it difficult for patients to access the care they need.
The increasing use of technology: Technology is changing the way that healthcare is delivered. For example, remote prescribing is becoming more common, and this can make it easier for patients to get the care they need.
Final Thoughts and Key Takeaways
As the challenges to patient access UK continue to grow, we are committed to providing innovative solutions via our technology-enabled services that help patients get the care they need, when they need it. By working with GP practices and PCNs, we are helping to ensure that all patients have access to high-quality care by providing additional clinical capacity.
Key takeaways:
- Patient access is important because it ensures that everyone has the opportunity to get the care they need, when they need it.
- These services can make it easier for patients to get the care they need, reduce wait times for appointments, improve the quality of care that patients receive, and increase patient satisfaction.
- As the challenges to patient access in the UK continue to grow, we are committed to providing additional clinical support that help patients receive the most appropriate care.
How Core Prescribing Solutions can Help Improve Patient Access
As an organisation, we are working with many surgeries and PCNs to improve patient access in the UK. We do this by providing a variety of services that can make it easier for patients to get the care they need, reduce wait times for appointments, improve the quality of care that patients receive, and increase patient satisfaction.