Accessing primary care services: qualitative research

A combination of focus groups and face-to-face depth interviews took place in January/February 2019 across three locations: Cardiff, Carmarthenshire and Gwynedd.

Main findings

• The most prominent factors that influenced participants’ positive and negative experiences of access were getting through to the practice to make an appointment and being able to make an appointment at a time and within a timeframe that suited their needs.
• For Welsh-speaking participants based in Gwynedd, being able to access primary care services at their GP practice in the language of their choice was important.
• Participants were generally positive about the idea of the primary care model and triage approach. Perceived benefits included quicker access to appropriate care and a reduction in pressure on GPs.
• Participants perceived potential benefits of using technology for appointment booking or routine care for non-urgent needs. Some reservations were expressed about technology replacing face-to-face appointments.  

A series of recommendations are included in the report.