South-west London’s community doctors are providing thousands of additional appointments through using improved technology.
There were more than 738,000 GP appointments in south-west London, including Sutton and Croydon, in March 2025 – up nearly 20,000 on the same period a year earlier, with the figure almost a quarter (24.7%) higher than pre-pandemic.
The GP surgeries are using digital transformation to tackle the daily 8am rush for appointments, while freeing up telephone and walk-in options for patients not able to go online.
Practices are using triage and online consultation forms, with every request for an appointment checked before one is given. It means patients can be quickly triaged and directed to see the right professional.
All GP practices under the NHS South West London Integrated Care Board have upgraded their phone tech from analogue to digital telephone systems, with the move meaning that phone lines can be expanded.
More than 50 additional GPs have also been recruited since October 2024.
Dr Raza Toosy, from Park Road Surgery in Wallington, said: “Upgrading our phone lines has been beneficial, helping us manage demand. Additionally, the wider range of healthcare staff at the surgery, such as physios and pharmacists, has further ensured that our patients receive the right care at the right time.
“With the new systems we have in place, we can now ensure that patients are seen in the most appropriate setting — whether that’s online, by telephone, or face-to-face. This allows us to optimise appointment times to meet patients’ needs while maintaining clinical safety.”
NHS clinical director for primary care in south-west London, Dr Nicola Jones, said: “Improving access to general practice is an NHS priority. It’s great to see practices embracing technology to support this shift for people who are confident to use technology and have digital access.
“GP practices in south-west London are now delivering more than 700,000 appointments every month – this is great work from our dedicated teams as we continue to do everything possible to ensure people can get the right access to the care they need.”
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Whenever I read the words ‘digital’ and ‘transformation’ I smell a rat. And bs. Here in Purley our GP uses an online service called, cleverly (!) KLINIK that is confusing, repetitive and mind-numbling. The only transformation is from useless to hopeless. Only more GPs and nurses will fix this – save our family doctors!
In the 1980s, Private Eye used to regularly run cartoons depicting “Pissed old hack baffled by new tech”.
Seems that you fall into that category, Chris.
Sources have told iC’s editor that in two instances of using Klinik in the past month, they have managed to arrange a GP appointment for the next day and had a phone consultation within an hour. The experience was neither confusing, repetitive nor mind-numbing. Our source described it as, “surprising, and a refreshing change”.
‘Sources’ my arse! The joy of being the editor is that you always have the last word, if not the last laugh … at my expense.
I had to wait four hours for a phone back with an elderly sick husband and told to call an ambulance if he collapsed. Luckily I have nursing experience. Furthermore the phone call seemed to be coming from the bottom of the sea and very difficult to understand. Husband unable to use app as so unwell