For online consultations, we set out in the February letter how we want patients to be able to contact their practice, throughout core hours (8am to 6.30pm) by phone, online or by walking in, and for people to have an equitable experience across these access modes.

From 1 October 2025 practices will be required to keep their online consultation tool open for the duration of core hours. GP practices may take necessary steps to put safeguards in place to avoid urgent clinical requests being erroneously submitted online. This could include displaying guidance for patients on practice websites and via online consultation tools.

Practices are encouraged to consider what changes they may need to implement to ensure they are ready to meet this requirement from 1 October 2025. Practices will be asked to formally confirm this is all in place. Support is available including national webinars, alongside bespoke ICB support.