As GP access goes digital, many older people are being left behind

A new report from Re‑engage highlights a growing concern across the UK: as GP practices shift towards digital‑first booking systems, many older people are finding it harder — and in some cases impossible — to access the care they rely on. For those already experiencing loneliness or social isolation, the consequences are especially severe. 

Key Findings 

The report shows that while 67% of older adults have internet access, only 42% use it regularly, and just 20% in England go online frequently. Many lack the confidence, equipment or physical ability to navigate online forms, apps or automated phone systems. As traditional routes shrink, older people describe feeling “inadequate”, “disadvantaged”, and even “discriminated against” when trying to book appointments. 

For people in Greenwich, this matters deeply. GP services are often the first point of contact for health concerns, reassurance, and signposting to wider support. When access becomes difficult, people may delay seeking help, turn to emergency services, or attempt to self‑manage conditions — sometimes with serious consequences. The report includes stories of older adults who gave up trying to book appointments, or who relied entirely on friends because they could not navigate digital systems. 

Re‑engage calls for four key changes: protecting non‑digital booking routes, involving older people in digital design, ensuring choice between online and offline access, and publishing transparent data on who is being excluded. 

Getting Support 

In Greenwich, anyone struggling to book a GP appointment can contact their practice directly by phone or in person, and local community organisations — including Age UK, libraries, and digital support groups — can help with confidence‑building and digital skills. We at Healthwatch Greenwich also listen to experiences and can raise concerns with the NHS to improve access for everyone. 

If you’ve faced barriers booking a GP appointment, your experience can help shape better services.