Access standards summary

Practices are expected to meet the following requirements:

1. Have a telephone system with call recording, for incoming and outgoing calls, call stacking and the ability to analyse call data.
2. Provide a bilingual telephone introduction message in Welsh and English, with a total duration of no longer than 2 minutes.
3. Ensure patients and care homes can order repeat prescriptions digitally.
4. During core hours, enable patients to digitally request a non-urgent appointment or a call-back, with appropriate governance in place.
5. Publicise on the practice website:
   • The access requirements in this section, and how patients can access the practice’s services.
   • How patients can request an urgent, routine and advanced consultation.
6. Offer a same-day consultation for:
   • Children under 16 with acute presentations.
   • Patients clinically triaged as requiring an urgent assessment.
7. Offer pre-bookable appointments to take place during core hours.
8. Actively signpost patients to appropriate services:
   • Within the GP cluster.
   • Provided or commissioned by the Local Health Board.
   • Available locally or nationally.

Access standards poster