Online GP consultation forms: making the first step easier – but not for everyone.
By Dr Charlotte Archer, University of Bristol.
For many people living with anxiety or depression, asking for help can feel like one of the hardest parts of the journey.
As GP practices increasingly use online consultation tools, a new UK study has explored whether these digital tools help or hinder people seeking support for mental health. The findings suggest that while online forms can make it easier for some to reach out, they are not a one-size-fits-all solution and should not be the only route to access care.
What did the study look at?
Researchers from the University of Bristol interviewed 21 patients with experience of anxiety or depression and 20 practitioners, including GPs and other healthcare professionals working in GP practices. The aim was to understand how both groups viewed the use of online consultation tools for discussing mental health concerns in general practice.
Their findings revealed a complex picture, with online consultation tools acting as both facilitators and barriers to care.
A space to think before speaking
One of the strongest themes identified was that online tools encouraged reflection. Patients described being able to take their time when completing online forms, which helped them organise their thoughts and put difficult feelings into words. Practitioners also felt that written submissions provided useful background information before an appointment, helping them understand what had prompted someone to seek support.
The study found that some patients felt more comfortable writing about their mental health than discussing it over the phone, especially when they were worried about becoming emotional, forgetting important details, or being overheard by others. Online forms could therefore lower some of the barriers that prevent people from making initial contact with their GP practice.
Concerns about who is reading
At the same time, many patients reported holding back information when completing online forms. A key reason for this was uncertainty about who would read their responses. Some patients worried that sensitive mental health information might be viewed by administrative staff before reaching a clinician. As a result, they sometimes provided only limited details about what they were experiencing.
This finding highlights an important issue: people are unlikely to be fully open about their mental health if they are unsure how their information will be handled. For healthcare providers, clearly explaining confidentiality processes may be just as important as the technology itself.
Not everyone finds digital tools easy to use
The researchers also found that online consultation systems could unintentionally create barriers for some people. Patients with less understanding about their own mental health sometimes struggled to describe their symptoms in writing, or to identify the type of support they needed. Mental health difficulties themselves could also make form-filling challenging. Low motivation, poor concentration and feelings of overwhelm can all affect someone’s ability to complete the online consultation process.
These findings raise concerns about equity of access. If online systems become the default route to care, some people may find it harder rather than easier to seek support.
The challenge for practitioners
Healthcare professionals identified their own concerns about relying too heavily on online consultation tools. When patients provided very little information, practitioners found it more difficult to assess urgency and identify potential risks. They also worried that online systems could reduce continuity of care, meaning patients might not consistently interact with the same healthcare professional over time. For mental health concerns, where trust and relationships are often central to effective support, this was viewed as a significant challenge.
What does this mean for people seeking help?
Perhaps the most important message from the study is that choice matters. The researchers concluded that online consultation tools should remain one option among several ways of accessing mental health support, rather than becoming a mandatory first step. While they can be particularly helpful for some people with anxiety or depression, they may not work equally well for everyone.
Dr Charlotte Archer, Research Fellow in Primary Care Mental Health at the Centre for Academic Primary Care, University of Bristol and lead author of the study, said:
“Online tools can offer real advantages for some patients with anxiety or depression, especially those who find phone calls difficult, but they cannot replace the nuanced understanding practitioners gain through spoken interactions. Ensuring equitable access means keeping multiple avenues to access care open.”
For those who find speaking difficult, writing through an online form may provide a valuable opportunity to take that first step. For others, a telephone call or face-to-face conversation may feel more natural and supportive.
There is no single “right” way to ask for help with your mental health. What matters most is that support remains accessible, flexible, and responsive to individual needs.
Read the full research study here: https://link.springer.com/article/10.1186/s12875-026-03206-8