The NHS App says I can book a GP appointment. So why can’t I?
Like many people, I downloaded the NHS App because I was told it would make it easier to manage my healthcare — including booking GP appointments.
But when I tried to book an appointment through the app, I discovered that I couldn’t.
That made me curious. If the NHS App says patients can book GP appointments through it, and my GP practice web site tells me that I can book a GP appointment through the App, why does it seem impossible in practice?
So I decided to look into it.
Looking at what is happening across GP practices in South Nottinghamshire
To try to understand this better, I started by looking at GP practices across South Nottinghamshire to see how patients are actually being asked to access appointments online.
There are 43 GP practices across six Primary Care Networks in this area. I reviewed the information available on practice websites and looked at the different systems patients are directed to when trying to request an appointment or contact their GP.
Across the practices I looked at, there are several different digital systems being used to manage online access to GP services.
In some cases, practices appear to be using more than one system at the same time
From a patient perspective, this can be confusing. Depending on your GP practice, you might be asked to:
- Log into and use the NHS App
- Log into and use a separate online portal/consultation form
- Download a different app linked to your GP system
- Complete an online triage form rather than booking directly
A gap between the NHS App and GP systems
- NHS England told GP’s that From 1 October 2025, practices must ensure their online consultation tools are active throughout core hours to allow patients to submit requests, which are then triaged before an appointment is booked.
- Purpose: This is intended to move away from the "8 am scramble" and ensure that all patient requests—whether made online, by phone, or in person—are assessed for clinical urgency by a clinician.
- Definition: Total triage does not mean only digital; it means every request is screened before a decision is made on the appropriate care pathway.
Technically it is claimed that triaging can be done via the NHS App, but in South Notts this does not appear to be happening consistently if at all.
Most practice websites direct patients to use the NHS App for appointments even when this option doesn’t appear to be available. This may simply reflect how quickly the digital environment is changing, but it can understandably create confusion for patients.
For patients trying to access care, this can be concerning. If you are told to use the NHS App but then find you cannot book an appointment through it, you are left trying to work out which system your practice actually uses and how to submit a request and I have heard from several patients that they assume that they are at fault and give up trying.
Looking across the practices I reviewed, it also became clear that there is no single system being used for online access. Different practices appear to rely on different combinations of software, online consultation platforms and digital triage tools.
For patients, this means the experience can vary significantly depending on which practice they are registered with. A process that works one way at one practice may look completely different somewhere else.
A system still evolving
What stood out most during this exercise was how much variation exists between practices, even within the same local area. It's a digital maze.
Some practices have changed their digital systems recently, while others appear to be in the process of reviewing or updating how they manage online requests.
This suggests that the way patients access GP services online is still evolving. While new tools and apps are being introduced, they are not always fully connected or consistent across the system.
The question I’m still trying to answer
My original question remains:
If patients are being encouraged to book GP appointments through the NHS App, why isn’t that consistently possible?
Understanding the answer could help make digital access to GP services clearer and easier for patients. It would also help people know which route they should use when they need help from their GP.
The goal is to move away from a system that feels like a barrier and toward one that truly supports patient health.
As more healthcare services move online, making sure systems are simple, consistent and easy to navigate will be increasingly important for everyone who relies on them.
Have you tried to book a GP appointment using the NHS App?
We are interested in hearing about your experience — whether it worked well or whether you found it confusing or difficult.
Your feedback helps Healthwatch Nottingham and Nottinghamshire understand how digital access to GP services is working for local people.
*Healthwatch Nottingham and Nottinghamshire has shared this question with local health system partners and will update this blog if further information becomes available.
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