1.1. Access: back to basics

Every practice should have a vision of what good access is. This should be formed through engagement with your staff and patients and should be something that you are constantly working towards.

Good access is about:

• patients being able to book an appointment quickly, within a reasonable timeframe, and pre-book one if they wish;
• patients being able to see a preferred clinician if they wish to wait longer for an appointment;
• patient access to reliable information about the practice, so that they can make their own decisions about the access they require;
• patients not only being able to book an appointment on the telephone but by other means, such as through the internet, email, TV or by text message;
• patients contributing to good access through Patient Participation Groups and other forums; and
• patients being able to telephone the practice throughout the day.

Good access is not about:

• limiting patients' ability to pre-book an appointment x days or weeks in advance;
• telling patients to ring on the morning of the day to book an appointment, or at a specific time;
• closing at lunchtime so the patient can't get through on the telephone or visit the practice to book an appointment or pick up a repeat prescription;
• obstacles preventing disabled people and those in a wheelchair easy access; or
• poorly trained reception staff.