Prime Minister Sir Keir Starmer has announced a new 'online hospital' service, NHS Online, set to launch in 2027, aiming to cut waiting lists by allowing patients referred by a GP to consult specialists via phone or video instead of attending a face-to-face appointment. The announcement was made during his speech at the Labour party conference in Liverpool.
The service will build on the existing NHS app, which has been downloaded by 38.5 million people, with over 12 million monthly users. Initially covering a small number of health conditions, NHS Online is intended to speed up assessments and give patients more control, with the option to continue in-person care if preferred. Health Secretary Wes Streeting emphasised that it would provide faster, more convenient access for appropriate cases.
NHS experts welcomed the ambition but raised concerns about implementation. Daniel Elkeles, chief executive of NHS Providers, called it a 'bold, exciting initiative' but warned against destabilising existing services. Dr Tom Dolphin of the British Medical Association questioned where extra staffing would come from, noting that doctors are already at full capacity. Dr Becks Fisher of the Nuffield Trust asked how patients would be directed to the right specialist and whether digital exclusions would be addressed.
The plan draws on successful digital triage models already used by some trusts, such as University Hospital Southampton's approach for inflammatory bowel disease patients, which led to a 73% drop in consultant-led outpatient appointments and a 58% reduction in waiting times. Streeting noted that if it worked there, it should work nationwide.
Patients who prefer traditional hospital visits will retain the option to see a consultant in person. The service aims to reduce long delays in securing first appointments by enabling virtual consultations with specialists anywhere in England, not just locally. Further details on staffing, funding, and operational logistics are expected in the coming months.
