GP appointments meltdown: Thousands may be unable to access medical care online as booking system firm goes into administration

Thousands of patients across England and Wales could face disruption accessing GP services online after a major supplier of practice websites entered administration. 

GP surgeries in Gloucestershire, London and Wales have reported problems after Silicon Practice, which creates GP websites and digital tools, ceased trading.

NHS England has confirmed that fewer than 500 NHS GP practices use Silicon’s Footfall dashboard to connect patients and healthcare professionals.

They said fewer than 10 per cent of GP practices are affected and that it has contacted surgeries to help ensure continuity of care.

In an email to patients seen by this newspaper, one of the affected surgeries, Wimbledon Medical Practice, which has more than 10,000 registered patients, said its website had become unavailable after its website provider went into administration.

The surgery said the issue was affecting hundreds of practices across the country.

‘We are working to appoint a new website provider and get a replacement website up and running as soon as possible,’ Wimbledon Medical Practice told patients.

‘However, we expect to be without a website for at least a couple of weeks.’

Patients can still order repeat prescriptions and request fit notes via the NHS App while a replacement website is arranged, the email continued.

There are around 6,200 GP practices in England. 

The disruption comes as GP practices have increasingly encouraged patients to access services online, including appointment requests, administrative queries and repeat prescriptions.

According to doctor’s publication Pulse, GPs have raised concerns that the outages could increase pressure on already stretched phone lines and reception staff.

Swansea Bay University Health Board also warned that some practices in its area had been affected by ‘a third-party company that provides their practice websites entering administration’.

In a statement, it said: ‘As a result, the practices’ websites will cease to operate. 

‘However, the practices have not been advised when this will occur, and if notice is provided, it is expected to be very short.’

Schappit, the owner of Silicon Practice, filed a notice of intention to appoint administrators earlier this month.

It is not currently clear whether any services beyond practice websites have been affected.

Patients whose GP websites are unavailable can continue to contact their practice by telephone. 

Many patients may still be able to access services including repeat prescription requests and fit-note applications through the NHS App, depending on the arrangements at their practice.

Doncaster-based GP Dr Dean Eggitt says if your GP website is unavailable, the best way to book an appointment is to email the practice, contact the practice via the online booking system link, telephone the practice, or walk in.

He says patients can still request repeat prescriptions, fit notes and administrative support without using the practice website by emailing or phoning.

However, he admits that practices are likely to see increased pressure on phone lines and reception teams.

‘This is a common cause of complaint for patients – so it will cause frustration at having to wait to be heard. Many patients give up and become part of a hidden waiting list.’

‘If the website isn’t available – Google our details and then call us – we remain fully operational,’ he adds.

An NHS England spokesperson said: ‘While the majority of GP practice websites are running as normal, some practices which use Silicon Practice will be affected by the company going into administration.

‘If your GP practice website is unavailable and you need help, you should contact your practice by phone or in person as usual.’

The Daily Mail has contacted  Silicon Practice for comment.