Healthwatch Milton Keynes is calling on residents to describe how they book appointments, use the NHS App, and access specialist care, after a national survey of more than 650,000 people revealed big shifts in the way patients contact their GP. The latest GP Patient Survey, published on 9 July and covering January to March 2026, shows online access improving markedly following 2025 contractual changes that required practices to keep online booking open throughout normal working hours.
Nearly three in five patients found it easy to get in touch using their practice website, a figure that rose from 51% to 58%, while those who rated the NHS App as easy to use climbed from 49% to 54%. The proportion contacting their surgery online jumped from 22% to 31% over the same period. Phone access also improved, with 57% saying it was easy to get through by telephone, up from 53% in 2025. But the survey highlighted persistent gaps: only 31% of patients referred for specialist care were offered a choice of hospital, and just 34% knew they had that right. William Pett, Interim Director of Policy and Public Affairs at Healthwatch England, said that while access is going in the right direction, less than a third of people were given a choice of hospital when referred, and those kinds of choices are important to ensure patients receive care as quickly as possible and in a setting that works best for them.
The findings also showed that 13% of patients who find it difficult to see, hear, speak, read or understand what is being said said they never or almost never received help from their practice to communicate or understand information about their care, up from 11% the year before. On a brighter note, 87% of patients felt listened to by their health professional in their last appointment, and 86% felt treated with care and concern. The survey, conducted by Ipsos on behalf of NHS England, is sent to more than two million adults every January and provides the first public measure of online access since the 2025 contract changes took effect.
Healthwatch Milton Keynes wants local people to complete its Have Your Say feedback form to help shape local GP services. The independent champion says details about booking appointments, using the NHS App, and navigating specialist referrals will build a clearer picture of what is working and what still needs attention across the city.
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