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This month, the government announced plans to relaunch the NHS app, so that appointments and prescriptions can be found all in one place. However many GP surgeries are still struggling with the tech services they currently have. Presenter Poppy Jay explores the frustration felt by many who find navigating online booking systems even more frustrating than the 8am battle to secure appointments over the phone, and looks into the best ways to get help in an emergency.

To watch this with subtitles, go to ÃÛÑ¿´«Ã½ iPlayer and search for Morning Live from 10/07/25.

In response to that film, the Department of Health and Social Care told us its deepest sympathies are with Allan’s loved ones, and that patients must be able to access GP services and emergency care easily. It said its Plan for Change aims to reduce bureaucracy, increase investment, and it has recruited over 1,900 GPs to improve access.

The Royal College of General Practitioners commented that while digital booking systems may benefit some patients, they may disadvantage others – so practices should offer multiple booking options, and flag urgent cases quickly. It also highlighted the pressure on GPs and the need for more government funding.

SSP Health, which owns Allan’s GP practice, told us that it was deeply saddened by his death. It said that Allan contacted the GP via a general email—not for medical queries—and got an automated reply stating this, but he did not follow up by phone or online. SSP Health says it has since updated the reply to clearly advise calling 999 in emergencies.

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