The rise of GP telephone consultations has proved hugely popular among patients, according to a study published today.

By September last year just 10% of patient requests for appointments specified that it should be face to face, according to a study by the Health Foundation. This compared with 30% of requests before the pandemic. In contrast, 55% of requests were for phone consultation. Just 1% of patients asked for video consultations.

GP leaders said the findings showed the campaign to blame practices for a shortage of face to face consultations was “deeply unfair”.

The study also found that by September last year 72% of patient requests were made online compared with 60% in June 2019. The analysis examined data from 146 GP practices in England using the askmyGP online consultation system between 1 March 2019 and 30 September 2021, including over 7.5 million patient-initiated requests for care.

Arne Wolters, head of the Improvement Analytics Unit at the Health Foundation, said: “A common concern around use of digital tools is their potential to create inequalities by making it difficult for some patients to access care. While this is certainly a risk, our analysis shows that patients often choose remote over face-to-face consultations and that GP practices can mitigate the risk of digital exclusion via a blended approach. Traditional routes to accessing and delivering care were offered alongside an online option and, in planning care, practices were able to take account of factors such as patients’ age, frequency of use, clinical needs and preferences.

“Our analysis provides further evidence that online consultation systems can facilitate choice and flexibility in how primary care is accessed and delivered. With patient demand at an all-time high due to the care backlog that has built up during the pandemic, digital tools can help practices manage this pressure, enabling them to triage patients to the right person or service and prioritise face to face consultations for those that need them most.”

British Medical Association GP committee executive officer Dr Richard Van Mellaerts said: “Hard-working GPs and practice staff have continued to provide high quality care throughout the pandemic and in line with national guidance in place to keep patients and staff safe; this led to a necessary fall in face-to-face appointments, and a rise in remote consultations. Despite these changes and challenges, practices have delivered record levels of appointments, with the majority offered in person.

“This evolution in how we provide care for our patients has attracted significant criticism and, in some instances, abuse, which is deeply unfair, and has had a profound effect on many GPs and colleagues. Despite this, this latest analysis suggests that while not suitable for everyone or all conditions, in many cases patients themselves will often prefer and indeed request a remote consultation. We are committed to caring for our patients and our communities, using the most appropriate technology and method of consultation to do so. Face-to-face continuity of care will always be a crucial part of what makes general practice so valuable, but with a shrinking workforce, we must embrace different ways of working to maintain the highest quality of care.”