The new GP contract: What it means for engagement and communication

Rachel
Mar 5
4 min read

A person wearing a yellow top having their blood pressure checked with a clinician at their GP practice. The clinicians is holding a form on a clip board.

The new GP contract was published on 24 February 2026 setting out changes to improve patient access and capacity across 2026/2027.

Updated every year, the GP contract is negotiated between NHS England and the British Medical Association’s General Practitioners Committee.

Unlike hospital services, general practices operate as an independent contractor, and the annual contract update is one of the main ways NHS England can influence service improvements.

While most patients will never read the contract itself, its impact is felt every time someone tries to contact their GP practice. Over the last few years there has been a shift to focus on access, communication and digital transformation.

This year, the deal includes an increase in investment in core GP services. The contract also reflects the Government’s broader strategy of shifting more care into the community and digital transformation.

The reaction to this year’s GP contract has been mixed and questions remain about how practices will deliver the expectations around access without sufficient resources. Working effectively with patients is more important than ever.

What the new GP contract says about communication and engagement

The updated GP contract places emphasis on improving how patients access services with a focus on digital tools. The aim is to reduce variation between practices and to make it easier for people to contact their GP practice.

The contract also reinforces expectations around clear communication with patients. GP practices need to provide timely information about how services operate and to ensure their communication channels are accessible to different people.

Patient experience and feedback remain an important part of the GP contract. While not introducing new engagement structures or approaches, it highlights the role of patient participation and having clear feedback routes.

Overall, this year’s GP contract is about improving digitally enabled access, clearer communication and patient experience.

The reality of GP practice communication

From my experience, the sheer variation in how GP services are delivered is staggering. Patients are often surprised to discover how different access routes and systems can be offered by practices located near each other.

I am lucky enough to be with a GP practice that embraced digital when the COVID pandemic hit. I can use Ask My GP to contact my practice easily. My brother’s practice on the other hand still requires patients to ring up and sit in a queue from 8am. Moving away from this antiquated approach is only a positive thing.

Efforts within the GP contract to create greater consistency around access and communication feel like a positive step. A more standardised experience has the potential to reduce confusion and improve equity for patients. The challenge will be ensuring standardisation without removing the flexibility practices need to respond to the needs of their own patients.

The reality of GP practice engagement

Patient engagement within GP practices has traditionally been delivered through Patient Participation Groups (PPGs). Over the years I have seen examples that work well, but more often they struggle to achieve meaningful influence.

This is not a criticism of either patients or practices. Engagement is frequently a bolt-on responsibility for someone who has received no training. Groups can struggle to move beyond discussions into shaping change.

My own practice reflects some of these challenges. I am technically a member of the PPG, but meetings take place during the working day, and dates often change at short notice, making my physical attendance impossible. I am always happy to throw my two pence in via email though.

Traditional engagement models can unintentionally exclude many people that GP practices would benefit from working with.

GP practices remain one of the public services people feel most strongly about. It’s the front door to our wonderful NHS. It’s one of the places people contact first when they are feeling poorly. Expectations are high.

The way we listen to and involve patients in GP services has not evolved at the pace it needed to.

From meetings to meaningful engagement

If GP practices are serious about strengthening relationships with patients and communities, engagement needs to move beyond a pattern of regular meetings that make little difference.

Bringing people together still has value. Face-to-face discussion builds relationships and trust. But participation does not look the same for everyone, and engagement approaches need to reflect that reality.

Rather than focusing on maintaining meeting structures, practices may benefit from asking a simpler question: what engagement activity will genuinely help improve the service and patient experience?

That means creating multiple routes for involvement. Alongside traditional Patient Participation Groups (PPGs), practices could use social media platforms tactically to develop virtual communities. Create opportunities for people to contribute in ways that fit around daily life.

We know that engagement works best when it is focused and purposeful. Instead of broad agendas and open-ended discussion, practices could agree a small number of clear priorities. Discuss the year ahead and agree three shared actions where you can work with patients to make a difference. Define what success is going to look like before you begin.

A skills and interests audit of PPG members can also unlock untapped potential. Many participants bring professional expertise that could be used effectively. Find ways to create mutual value. You could for example offer younger patients meaningful volunteering opportunities that support their path into employment or education.

Optimising GP practice digital channels

Digital channels should also be seen as engagement infrastructure, not simply communication tools.

Optimised practice websites should provide clarity on the service offering and improve access. Social media should not function as a noticeboard alone, but a listening channel that can be reviewed alongside Friends and Family Test results. Messaging that resonates with people’s real experiences will always perform better.

When practices triangulate insight from conversations, digital feedback, operational data - engagement becomes a practical tool for service improvement.

Support primary care to engage

GP practices sit at the heart of communities, but expectations around access and communication are changing quickly. Meeting those expectations also requires engagement approaches that are strategic and sustainable.

At Open Voice Lab, we work with organisations to design and deliver engagement that supports real service improvement. This includes helping teams: