Over 134,000 written complaints about GPs were made to NHS England last year, with communication issues, staff attitudes, and treatment errors driving the surge. The data shows record numbers of patients are unhappy with their experience of services, marking a 10% rise on 2023-24 figures.
Complaints data and trends
The data, published by NHS Digital, reveals 134,501 complaints were made against GPs in 2024-25, accounting for just over half of all complaints to the NHS. Around a sixth related to clinical treatment, including errors in diagnosis, treatment delays, and complications due to poor clinical decision-making. Approximately one in ten complaints concerned staff attitudes and behaviours, communication issues, or the availability and length of appointments.
In 2016, when the current dataset began, there were only 85,732 complaints against GPs, representing a 57% rise in under a decade.
Declining GP numbers
Separate figures show a fall in the number of family doctors. Since 2017, almost a quarter of GPs have left the NHS. By 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 describe as unsustainable.
Elderly patients forced online
It comes as Re-engage, a charity tackling loneliness in old age, warns it is becoming increasingly difficult for elderly people to see a GP. Despite NHS contracts requiring all practices to allow patients to book appointments by phone or in person, a third of patients over 75 are being forced to submit online forms to see a doctor, the survey revealed. Some patients reported being forced to choose between online forms and talking to an AI chatbot over the phone, both of which they felt unable to navigate alone.
This means vulnerable people are self-medicating, turning to overcrowded A&Es, or simply hoping symptoms resolve on their own. Critics are calling for surgeries to be penalised if they flout contract requirements designed to protect equality.
Impact on older patients
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 increased feelings of inadequacy and rejection among patients. Jenny Willott, chief executive of Re-engage, said: 'Many older people are being pushed toward digital routes they cannot easily use. 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% 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.'
Online booking system changes
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 it has added to NHS workload, pushing up waiting times and cutting appointment lengths to make time for triaging. To deal with 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, which has led to a breakdown in communication, with patients unsure of next steps or how to book an appointment.
Patient stories
Maureen, 88, is one of hundreds of elderly patients 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.' 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.
Criticism and response
Dennis Reed, director of the over-60s Silver Voices, said the NHS's digital-first approach risks excluding older patients 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, either by the ICB or NHS England, for making online bookings the default appointment process. 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 mandating all patients with urgent needs to have access to a same-day appointment. Latest figures show 30.8 million appointments in February alone, 44% of which were same day. However, almost half of the public still avoid or delay contacting their GP about health concerns due to communication issues, not expecting a suitable appointment, or staff attitude, behaviour, and values.
