In March 2019, the Minister for Health and Social Services introduced a set of standards to improve access and the quality of services provided to patients by GP practices across Wales.

• ☎️ Practices must have a modern telephone system that records calls, manages queues, and allows call data analysis.
• 🌐 Telephone messages must be available in both Welsh and English and last no longer than 2 minutes.
• 💊 Patients and care homes can order repeat prescriptions online.
• 📱 Patients can request non-urgent appointments or call-backs digitally during core hours.
• ℹ️ Practices must clearly explain on their website:
  • How to access services
  • How to request urgent, routine, and advance appointments
• 🚑 Same-day consultations must be available for:
  • Children under 16 with urgent conditions
  • Patients assessed as needing urgent care
• 📅 Pre-bookable appointments must be available during core hours.
• ➡️ Patients must be directed (signposted) to the most appropriate service, including:
  • Other healthcare professionals in the local cluster
  • Services provided by the Health Board
  • Local or national support services