GP Practices Lose Online Services Following Tech Firm Administration

According to BBC UK, numerous GP practices across the country have been unable to provide online access to their services subsequent to the administration of a technology firm. Silicon Practice, which managed digital services such as websites, online booking, and consultations for approximately 500 practices in England—representing less than 10% of the total—is the entity involved. Problems have been reported by practices in areas including London, Gloucestershire, and Norfolk, and services in Wales are also affected.

GP leaders have indicated that the situation is expected to cause significant disruption due to the volume of online bookings currently being processed. Patients in the affected areas are currently being advised to schedule appointments by calling the practice by phone. The NHS app is reported to be operational.

Since the previous year, all practices in England have been required to offer online appointment booking, and currently, more than 40% of appointments are being made through these digital means. An NHS England spokesperson stated that while the majority of GP practice websites were functioning normally, some utilizing Silicon Practice would be impacted. The spokesperson advised that if a GP practice website is unavailable and assistance is needed, individuals should contact their practice by phone or in person as usual.

Affected practices have been contacted by NHS England, which is providing guidance on how to maintain business continuity and reduce the negative effect on patient care. Silicon Practice had advertised its digital tool, FootFall, claiming it reduced patient phone calls to practices by 30% by helping to manage demand efficiently and free up reception teams from routine administrative tasks, noting it had been proven in over 1,000 GP practices across the UK.

Prof Victoria Tzortziou Brown, who serves as the president of the Royal College of GPs, stressed the growing importance of GP practice websites for patients to access care, book appointments, and find information regarding available services. Prof Brown noted that when websites are not functional, it can create substantial disruption for patients and place extra strain on already burdened practice teams. She asserted that any interruption to practice websites must be addressed quickly to ensure patients can access necessary care.

Prof Brown further stated that affected practices require prompt, practical assistance from NHS England and local NHS organizations to restore their websites, lessen the disruption, and ensure patients are informed on how to contact their practice and access required care in the interim.