Tower Hamlets Council is to investigate data on failed calls to GP services following concerns raised by residents about difficulties accessing primary care.
During a meeting on Monday 2 November 2026, councillors discussed updates on GP and primary care access. The meeting heard that GP activity had increased by 8.2% between 2023 and 2025, with 950 additional appointments weekly provided through three same-day access hubs. Data on referrals to these hubs from A&E, NHS 111, and GP practices was also presented. The GP Patient Survey data for 2025 and 2026 showed improvements in patient access across various contact methods.
However, residents shared experiences of difficulties in accessing GP services. Concerns were raised about the reliance on online consultations as a first point of contact, the lack of accessible information, and the need for more flexible and personalised support. One resident, who is visually impaired, stated that no information was available in Braille and that appointment links sent via phone were difficult to use without a smartphone. For visually impaired residents, the current process for accessing information and appointment links is problematic, as the reliance on digital links is not effective for those who cannot operate smartphones or do not have them. The resident also noted that we can't see any letters that come to us, we can't see any notices whether they be in medical facilities or on the street, so far more effort needs to be made, and that includes all the council services when any department sees anyone who would benefit from community support.
Another resident described waiting over 20 minutes on the phone to their GP surgery, only for the call to be cut off, and then being told to fill out an e-consultation form, which they found difficult due to being registered blind. The strategy to address reliance on online consultations for residents with limited digital access includes digital exclusion policies in place at all practices, with administrative staff available to support patients with online forms. Telephone lines are also available, and for those who do not wish to share information with receptionists, a brief message can be left for the doctor. It was acknowledged that some people can't. And for those people that can't, there will always be another option, such as telephone or walking into a GP practice site.
In response to these concerns, Councillor Amina Ali proposed that data on failed calls at a borough level could be collected. The meeting information indicates that We do have digital telephony systems embedded across all of the borough and all of the practices. That does give data on number of failed calls or calls that are put down while someone's in a 20-minute queue, so that data is available at practice level.
However, it was also stated that We don't necessarily collect it at borough level, but perhaps that could be something we could do to try to think about an unmet need that is in the borough that isn't currently being met.
The committee agreed to explore this possibility.
The meeting also discussed the strategy for ensuring GP services are accessible to individuals with disabilities. This includes invested disability competence training, which was co-produced with local residents and attended by general practice staff. Work has also been done with local organisations to input into a training programme. British Sign Language (BSL) interpreting is now available in all practices online and in person, and an interpreting and advocacy service is available in the borough.
The proportion of GP appointments conducted in different formats between 1 April–30 June 2026 was 55% face-to-face, 39% telephone, and 6% online/video. National averages for comparison were not provided.
The meeting minutes can be found at Printed minutes 07092026 1830 Health and Adult Scrutiny Sub Committee.