A sudden collapse of Silicon Practice threatens online access for thousands of GP patients, but phone lines and the NHS App remain open.
Earlier this week, the digital backbone that many General Practitioner (GP) surgeries rely on was shaken when Silicon Practice filed for administration. The company, which builds practice websites and the FootFall dashboard, abruptly ceased operations, leaving a wave of GP clinics across England and Wales without an online presence.
The disruption is most evident in locations such as Gloucestershire, London and parts of Wales, where practices have reported their portals going dark.
Provider collapse triggers nationwide website failures
According to NHS England, fewer than 500 GP surgeries employ Silicon Practice’s dashboard, representing under 10% of all practices.
Nevertheless, the impact is felt by hundreds of clinics, each serving thousands of patients. Wimbledon Medical Practice – a surgery with more than 10,000 registered patients – confirmed that its website vanished after the provider entered administration. In an email to patients the practice wrote: “We are working to appoint a new website provider and get a replacement website up and running as soon as possible” and added, “However, we expect to be without a website for at least a couple of weeks.”
Official statements from health boards
The Swansea Bay University Health Board released a brief warning, noting that a “third-party company that provides their practice websites” had entered administration. Its statement read, “As a result, the practices’ websites will cease to operate.” It also cautioned that any advance notice to the affected surgeries would be “very short” and that the exact timing of website shutdowns was uncertain.
How patients can still obtain care
Even without a functional website, the core services of GP surgeries remain accessible. The NHS App continues to allow users to request repeat prescriptions and obtain fit notes, provided the individual practice has linked the app to its backend systems. For those whose surgeries have not integrated the app, traditional routes such as telephone contact, in-person visits, or email remain viable. Doncaster-based GP Dr. Dean Eggitt advises: “If your GP website is unavailable, the best way to book an appointment is to email the practice, contact the practice via the online booking system link, telephone the practice or walk in.”
Potential pressure on phone lines
Medical professionals anticipate a surge in call volume as patients revert to telephonic assistance. The doctors’ publication Pulse highlighted concerns that the outage could amplify already stretched phone lines and reception desks, potentially creating a hidden waiting list of patients unable to secure appointments promptly. Dr. Eggitt warned, “This is a common cause of complaint for patients – so it will cause frustration at having to wait to be heard. Many patients give up and become part of a hidden waiting list.”
What NHS England says
An NHS England spokesperson clarified that the majority of GP websites are still operational, but those using Silicon Practice will experience interruptions. They added, “If your GP practice website is unavailable and you need help, you should contact your practice by phone or in person as usual.” The statement underscores that the health service is not expecting a total collapse of digital services, merely a temporary gap for the affected sites.
While the exact timeline for restoring full digital capability remains uncertain, the overarching message for patients is clear: keep the lines of communication open, use the NHS App where possible, and anticipate a brief period of inconvenience while a new website provider is secured.
