In March 2019, the Minister for Health and Social Services introduced a set of Access Standards to help improve how GP practices in Wales support patients. These standards are designed to make it easier for you to contact the Practice, receive information, and get the right care at the right time.
📞 1. Prompt responses to phone calls
You should receive a timely answer when you contact the Practice by phone.
📟 2. Telephone systems that reduce repeat calling
Practices must have phone systems that help manage demand, reduce call waiting, and avoid the need to call back multiple times.
🌐 3. Bilingual information
Information provided when you contact the Practice — including recorded messages — should be available in Welsh and English.
ℹ️ 4. Clear information on how to get help
You should be able to easily find guidance on how to get medical advice, support, or emergency care.
⏱️ 5. Right care, right time
our care should be coordinated so you receive the most appropriate support based on your needs — whether that’s a GP, nurse, pharmacist, or another healthcare professional.
6. More ways to contact the Practice
You should be able to get in touch using a range of options, not just by phone.
📧 7. Email for non‑urgent requests
You can email the Practice to request a non‑urgent consultation or a call back.
📊 8. Understanding patient needs
Practices should use information about their patient population to plan ahead and anticipate demand.