What the 2025 GP Patient Survey really tells us about primary care in England

Each year, the NHS GP Patient Survey offers a unique window into the experiences of millions of patients across England. For 2025, what lies beneath the reassuring headlines are some surprising, even startling, insights that have serious implications for the future of general practice and patient care. Here’s what stands out this year and why it matters.

1. Access remains the Achilles’ heel

Only 53% of patients said it was “easy” to contact their GP by phone, with 34% finding it difficult. This means that, in an age of digital connection, a third of patients are still struggling just to get through to their surgery. What’s even more startling is 13% described phone access as “very difficult” – this amounts to nearly 88,000 people in the national sample alone.

Many find change difficult, particularly for the older generation, which means an old-fashioned phone call is still the gateway for most patients – and still a major pain point. The ability to get through to their doctor is a basic need, and trust will erode if this isn’t addressed.

Investing in digital solutions like online booking can significantly reduce the strain caused by phone backlogs, allowing your team to dedicate more time and attention to those who need that extra support over the phone. With online booking, the added benefit of collecting payments and essential appointment details in advance means streamlining the entire consultation process for both patients and clinicians. It’s an efficient, patient-friendly approach that benefits all.

2. The digital divide is real

While nearly half of patients now try to use their GP’s website, over a third find these digital routes difficult. This suggests that, even as digital options proliferate, significant barriers to access – like digital literacy, usability, or trust – persist.

A move to ‘digital by default’ risks leaving behind those most in need, including older patients or those with lower digital confidence. True digital transformation requires more than just new platforms, it need support for patients, training for staff and a simple design.

3. Demand for same-day appointments far outstrips supply

 Appointment demand remains eye-wateringly high. Only 28% of patients got a same-day appointment, with 13% waiting more than two weeks. Perhaps most worryingly, a third of patients felt their wait for an appointment was “too long.”

This is a clear sign that GP capacity is stretched to breaking point. Delays in access can drive patients to seek care elsewhere, often in A&E or urgent care, at greater cost to the NHS and driving care even further into despair.

4. Continuity of care is eroding

 Just 32% of patients have a preferred GP or healthcare professional and of those, only 40% usually get to see or speak to them. This means less than 1 in 8 patients reliably get continuity, which has long been linked to better outcomes and satisfaction.

Continuity is a bedrock of primary care. Its erosion signals a move toward transactional, short-term care, which runs the risk of undermining trust and long-term health management.

5. Pharmacies emerge as the unsung heroes

A staggering 75% of patients picked up a prescription from a pharmacy and 44% bought medication, but what’s really remarkable is that 22% sought advice from their pharmacist and 88% rated their pharmacy experience as good. Pharmacies are quietly absorbing much of the NHS’s pressure, yet remain relatively under-recognised.

Community pharmacies are already playing a central, trusted role in primary care. Further empowering them through expanded services and funding could relieve even more pressure on GPs.

6. Living with long-term conditions is the norm, not the exception

 It’s no secret that long-term illness has been on the rise, but it’s still astonishing to see that 63% of respondents have a long-term health condition. Despite this, 78% feel confident managing their condition and 69% feel well-supported by local services.

Managing chronic conditions is now the main business of primary care. Investment in self-management support, care planning and community services must match this reality.

Continuity of care is essential for supporting patients with long-term conditions and your EHR can play a pivotal role in nurturing these ongoing relationships. Features such as automated recalls, shared clinical notes and a comprehensive overview of each patient’s medical history and care plans are invaluable. By leveraging these tools, you can ensure seamless, coordinated care, helping patients feel supported and fostering lasting trust in their healthcare journey.

7. Experience still trumps access (for now)

Despite the access difficulties, 75% rated their overall GP practice experience as good and 86–93% report positive interactions with clinical staff.

The enduring trust patients place in GPs and their teams remains one of primary care’s greatest strengths. Building on this foundation means continually striving to enhance every aspect of the patient experience.

Simplifying the journey, by making it easy for patients to access their own health information, empowers them to take a more active role in their care. Features such as recalls, reminders, and timely follow-ups not only reassure patients that they are supported, but also foster a sense of partnership.

Streamlining essential processes, from repeat prescriptions to appointment bookings and receiving test results, can transform what is often a stressful time into a smoother, more manageable experience.

What needs to change?

The 2025 GP Patient Survey is a call to action: the NHS must protect what patients value – personal relationships, professionalism and trust – while urgently addressing the access crisis and digital divide. If we listen to what patients are really telling us, we can build a more resilient and equitable primary care system for everyone.