Written question WQ88196

The Access Standards that are now part of the core GMS contract require all GP practices to offer a digital method for patients to request non-urgent appointments, or a call back.

GP practices use a range of digital packages including e-Consult and Ask My GP to enable patients to get advice on non-urgent health issues, as well as requesting a GP appointment or call back.

As I announced on 17th April and 9th May, the NHS Wales App (and its accompanying website) provides a standardised entry point for all patients to digital healthcare services in Wales; it will enable patients to access health information, request prescriptions and make requests to their GP practice including requests for an appointment. The App is currently in a public beta testing stage with around 13 GP practices across Wales, though this number will increase rapidly during the remainder of this year.

Triage, along with signposting, are important parts of our Primary Care Model ensuring patients receive access to the right care in the right place with the most appropriate healthcare professional. There is a balance to be struck by practices in what appointments may be directly booked to ensure clinician time is appropriately used and to minimise the waste of resource from Did Not Attends (DNAs). GP practices are responsible for ensuring the appointment system they operate meet the needs of their patients. They must report annually on how they have engaged with patients, reviewed complaints and the changes they have made in response.