In a concerning development, over 134,000 formal complaints were filed against GPs with NHS England last year. These grievances predominantly stemmed from issues in communication, unsatisfactory staff attitudes, and treatment errors, painting a troubling picture of patient dissatisfaction.
This surge in complaints marks an alarming 10% increase compared to the 2023-24 period. The growing discontent among patients underscores the need for improvements in GP services, as many individuals find their experiences falling short of expectations.
The release of this data coincides with revelations from a critical survey which highlighted that some GP surgeries are compelling elderly patients to book appointments online. This practice contravenes NHS guidelines, which require multiple booking options to ensure accessibility for all patients.
According to figures made public by NHS Digital, an astonishing 134,501 complaints were lodged against GPs in the 2024-25 period alone. These accounted for over half of all NHS-related complaints, underscoring the severity of the issue within general practice.
Among these complaints, approximately one-sixth were tied to clinical treatment. Patients reported issues such as misdiagnoses, delays in treatment, and complications arising from inadequate clinical decision-making.
Further compounding the situation, about 10% of the complaints were linked to the demeanor and behavior of staff, as well as problems with communication and the availability and duration of appointments. This highlights significant areas needing attention to improve patient satisfaction and trust in the system.
In 2016, where the current data set starts, there were just 85,732 complaints lodged against GPs, a rise of 57 per cent in just under a decade.
Separate figures show a fall in the number of family doctors.
There is now only one GP per 2,200 patients (stock image)
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Since 2017, almost a quarter of GPs have left the NHS. In June last year, there were just 28,000 fully qualified full-time equivalent GPs, 1,000 fewer than in June 2017.
This means there is now only one GP per 2,200 patients, an increase of 70 patients per doctor since 2020, a pressure experts have described as ‘unsustainable’.
It comes as Re-engage, a charity which works to tackle loneliness in old age, has warned that it’s becoming increasingly difficult for elderly people to see a GP.
Despite NHS contracts requiring all practices to allow patients to book appointments over the phone or in person, a third of patients over the age of 75 are being forced to submit online forms if they want to see a doctor, the survey revealed.
Some patients reported being forced to choose between online forms and talking to an AI chat bot over the phone – both of which they felt unable to navigate alone.
It means vulnerable people are being forced to self-medicate, turn to overcrowded A&Es or simply left hoping symptoms will resolve on their own.
Critics are now calling for surgeries to be penalised if they are found to be flouting contract requirements that are in place to protect equality.
The report, Care on Hold, asked 926 older people about their recent experiences of accessing GP services.
It found that the loss of GPs and face-to-face appointments has resulted in an increase in feelings of inadequacy and rejection among patients.
‘Many older people are being pushed toward digital routes they cannot easily use,’ Jenny Willott, chief executive of Re-engage, said.
‘At the same time there is strong and consistent demand among people aged 75 and over to be able to see a GP face to face.’
According to latest figures, just 64 per cent of GP appointments were held face-to-face at the end of last year.
Willott added: ‘Digital tools and AI can play a role, but they cannot replace human contact, which is often a vital lifeline for older people who are lonely or socially isolated.
‘When access to in-person care is reduced, some older people feel increasingly cut off from the support they rely on.’
Since October, GPs have been required to keep online booking systems open all day – from 8am to 6.30pm.
The change was intended to improve access and end the 8am telephone battle for appointments.
But critics say that it has just added to NHS workload, pushing up waiting times and axing appointment length times to make time for triaging.
To deal with the increased demand, some surgeries have extended staff hours – meaning some are being paid just 30p a day for every patient registered with them.
Others are now using AI to triage requests and free-up staff time.
In some instances, this has lead to a breakdown in communication, with patients left unsure of what the next steps are or even how to book an appointment.
Maureen , 88, is just one of the hundreds of elderly patients who has been left in limbo, despite suffering from a suspected thyroid problem.
She said: ‘Trying to get a doctor’s appointment is a nightmare. You have to call at 8am and after hanging on you are eventually told all the appointments have gone and to call back the next day.
‘It’s like an endless road.’
Maureen (pictured) said asking for a same-day appointment is like ‘asking for the moon’
Another elderly woman named Rose, 92, from North Somerset lived with a large wart on her hand for 18 months before the former nurse drained it herself at home with a Stanley knife, choosing to face the risk of infection over being turned away again.
Dennis Reed, director of the over-60s Silver Voices, said the NHS’ digital-first approach risks excluding older patients who are most in need of care.
‘So many barriers to access are put in our way, including complex online forms, automated answering systems and unintelligible bots.
‘I know of no case where a GP practice has been hauled over the coals, whether by the ICB or NHS England, for making online bookings the default appointment process.’
He added: ‘Practices should lose funding if they flout these contractual requirements.’
In response, an NHS spokesperson told the Daily Mail: ‘While online booking forms offer patients an additional way to access care, they are not a replacement for traditional methods, and all GP practices are contractually required to allow patients to book appointments by phone or by attending reception in person.
‘We have upgraded thousands of GP telephone systems, and by expanding the hours for submitting initial online requests we are freeing up phone lines for those who prefer to make an appointment by phone.’
In February this year, the Government promised to improve access to family doctors in England through a new contract which mandated all patients with urgent needs to have access to a same-day appointment.
Latest figures show there were 30.8 million appointments in February alone, 44 per cent of which were same day.
But still almost half of the public avoid or delay contacting their GP about health concerns due to communication issues, not expecting to be offered a suitable appointment and staff attitude, behaviour and values.
