Question to the Department of Health and Social Care:

To ask the Secretary of State for Health and Social Care, what steps he is taking to modernise whole system appointments to (a) improve patient access and (b) avoid missed appointments.

Digital transformation is revolutionising access to healthcare by putting patients at the centre of a modern, personalised, and data-driven service. The goal is to empower individuals with greater choice, transparency, and control over their care, while helping to reduce systemic health inequalities and drive digital modernisation across the National Health Service.

There are a range of changes that improve patient access to appointments and avoid missed appointments. Steps that we are taking to improve access include:

• enabling patients in England to submit online consultation submissions for help from their general practitioners (GPs) via the NHS App or their GP’s website. In October 2025, eight million online consultation submissions were made;
• rolling out cloud-based telephony to GP services, improving access via phone lines for those who struggle with digital solutions. This includes time-saving features such as call-backs and diversion into specialist services. These changes are already reducing call waiting times and improving patient experience;
• improving the ability to manage conditions outside GPs to support more timely access to care, including through Pharmacy First and Digital Referrals initiatives; and
• offering outpatient electronic referrals through the NHS App with 100% of acute trusts now offering first outpatient electronic referrals through the NHS App, with 89% allowing patients to manage follow up appointments too, with 100% expected in 2026.

To avoid missed appointment we sent over 130 million appointment invitations and reminders via the NHS App in the last year, replacing paper letters and reducing delays. Digital reminders and the ability for patients to reschedule at the swipe of a button are helping to cut Did Not Attend rates, supporting elective recovery, and improving GP access. Analysis shows that these measures are contributing to reductions in hospital waiting lists and improving patient satisfaction.