Global IT outage disrupts NHS services across London

NHS London reported on 19 July 2024 that some NHS services across the capital had been disrupted by a global IT outage, with the impact primarily in GP services and some hospitals also affected¹. NHS England said the same day that the outage involved an issue with EMIS, an appointment and patient record system, causing disruption in the majority of GP practices².

Dr Chris Streather, NHS London Medical Director, said the NHS had long standing measures in place to manage the disruption, including paper patient records, handwritten prescriptions and the usual phone systems to contact GPs¹. NHS England said there was currently no known impact on 999, and that while some hospital administrative systems had staff working manually from paper, care was continuing as normal in the majority of hospitals².

The London Ambulance Service said demand on its phone lines rose sharply. Its chief executive, Daniel Elkeles, said that by 2pm on 19 July it had received more than 3,000 999 calls and 3,000 calls to its 111 services, a third higher than it would usually receive in a full 24 hour period, and that response times that day might be affected³.

NHS London advised patients to continue to attend appointments as usual unless told otherwise, to contact NHS 111 online or by phone for urgent but not life-threatening help, and to use 999 if a condition is life-threatening. It said call handlers might be busier than normal, and that patients needing urgent repeat prescriptions should contact their GP practice or visit their local pharmacy¹. The London Ambulance Service asked people to use 999 services wisely, contact their pharmacy or visit NHS 111 online where possible, and only call 999 in a serious medical emergency³.

NHS London also noted that health services in the capital were under increased pressure that week as hot weather continued, and encouraged people to follow advice on staying healthy in hot weather, particularly older people, young children and people with long-term conditions¹.

Why it matters for households

The disruption affected GP appointments and records in the majority of practices, and some hospital administrative systems, from 19 July 2024¹. Patients with appointments were advised to attend unless told otherwise, and to use NHS 111 online or by phone for urgent, non-life-threatening advice, with call handlers possibly busier than normal¹. Emergency care was not reported as affected: NHS England said there was no known impact on 999², and the London Ambulance Service asked Londoners to call 999 only in a serious medical emergency³. Households relying on phone or online services during an outage can find general guidance in What to Do When Phones and the Internet Go Down, and NHS-specific guidance in NHS Appointments, A&E and Tests During an IT Outage.

What happens next

On 22 July 2024, an NHS spokesperson said systems were back online and that patients with an NHS appointment that week should continue to attend unless told not to⁴. The spokesperson said there might still be some delays as services recovered, particularly with GPs needing to rebook appointments, and that patients could contact their GP in the usual way, or use their local pharmacy, NHS 111 online or call 111 for urgent health advice⁴.