GP access standards

GP practices must:

Telephone systems

(a) Have a telephone system with call recording for incoming and outgoing calls, call stacking, and the ability to analyse call data.

Bilingual telephone message

(b) Provide a bilingual Welsh and English recorded telephone introduction message lasting no longer than 2 minutes.

Repeat prescriptions

(c) Ensure patients and care homes can order repeat prescriptions digitally.

Digital appointment requests

(d) During core hours, allow patients to digitally request a non-urgent appointment or a call back, with appropriate governance arrangements in place.

Website information

(e) Publicise information on the practice website about:

• access requirements and how patients can use them
• how to access practice services
• how to request urgent, routine and advance consultations

Same-day consultations

(f) Offer same-day consultations for:

• children under 16 with acute presentations
• patients clinically assessed as requiring urgent care

Pre-bookable appointments

(g) Offer pre-bookable appointments during core hours.

Signposting to services

(h) Actively signpost patients to appropriate services:

• available within the practice cluster
• provided or commissioned by the Local Health Board
• available locally or nationally