Patients across England and Wales have been unable to access their GP surgery websites and online booking systems following the collapse of Silicon Practice, a technology firm that provided digital services to approximately 500 practices—just under 10% of all GP surgeries in England. The outage, which occurred on 28 October, has forced affected practices to direct patients back to telephone appointments and in-person visits. According to BBC News, practices in London, Gloucestershire, Norfolk and other regions have reported disruptions, with services in Wales also affected.
GP leaders have warned that the disruption represents a significant problem given the scale of online booking now in use across the NHS. Since last year, all practices in England have been required to offer online appointment booking, and currently more than 40% of appointments are made through this channel. An NHS England spokesperson confirmed that while the majority of GP practice websites remain operational, those relying on Silicon Practice's infrastructure have been impacted, and patients should contact their surgeries by telephone or visit in person if they need assistance.
The collapse of Silicon Practice's parent company, Schappit Ltd, came after the firm filed a notice of intention to appoint administrators earlier in October. The BMJ reported that GP leaders questioned why practices had received no warning before websites went offline, leaving many scrambling to manage the sudden loss of digital infrastructure.
What services have been affected?
Silicon Practice operated a range of digital tools for its client practices, including websites, online booking systems, consultations and chatbots. The firm's flagship product, FootFall, was marketed as reducing patient phone calls to practices by 30% by automating routine administrative tasks and helping manage demand more efficiently. The company claimed the tool had been tested across more than 1,000 GP practices throughout the UK.
The West and North London ICB advised practices to offer alternative ways to contact them for clinical support until another online consultation provider is in place. The NHS app continues to function normally and remains available to patients seeking to access services.
Which areas are experiencing disruption?
The outage has affected practices in multiple regions across England and Wales. NHS Gloucestershire confirmed it was working with affected practices and partners to resolve the situation. Swansea Bay University Health Board reported that three practice websites had stopped operating in its area. Wimbledon Medical Practice, which serves more than 10,000 people, expected to be without a website for at least a fortnight while seeking a replacement provider.
Affected practices have been contacted by NHS England with guidance on maintaining business continuity and minimising the impact on patient care. Patients in impacted areas are being advised to make appointments by telephone as an interim measure.
Why is this disruption so significant?
The loss of online services represents a major challenge for the NHS at a time when digital access has become central to how patients interact with their surgeries. Prof Victoria Tzortziou Brown, president of the Royal College of GPs, emphasised the importance of these services:
GP practice websites are an increasingly important way for patients to access care, book appointments and find information about the services available to them. When websites are not working, it can be hugely disruptive for patients and place additional pressures on already stretched practice teams.
The timing of the collapse is particularly problematic given that online booking now accounts for more than 40% of all GP appointments in England. The sudden removal of this channel forces practices to handle a surge in telephone calls at a time when many are already operating with limited staff resources. Prof Tzortziou Brown called for swift action to restore services, stating:
It is vital that any disruption to practice websites is addressed promptly to ensure patients are able to access care.
She stressed that affected practices must receive prompt, practical support from NHS England and local NHS organisations to restore their websites, minimise disruption and ensure patients know how to contact their practice and access the care they need in the meantime.
What happens next?
Affected practices are required to provide alternative contact routes for clinical support until replacement online consultation services become available. No restoration date has been reported, and practices are currently working to identify and implement alternative digital providers to restore their online services. The situation underscores the risks of relying on single technology providers for critical NHS infrastructure and raises questions about contingency planning across the health service.
