Access Standards

  • People receive a prompt response to their contact with a GP practice via telephone.
  • Practices have the appropriate telephony systems in place to support the needs of people avoiding the need to call back multiple times and will check that they are handling calls in this way.
  • People receive bilingual information on local and emergency services when contacting a practice.
  • People can access information on how to get help and advice.
  • People receive the right care at the right time in a joined-up way which is based on their needs.
  • People can use a range of options to contact their GP practice.
  • People can email a practice to request a non-urgent consultation or a call back.
  • Practices understand the needs of people within their practice and use this information to anticipate the demand on its services. 

Access Standards 2019
Page last reviewed: 16 April 2025
Page created: 16 April 2025