Problems with a 'target' approach to access in primary care: a qualitative study

Kate Windridge, Carolyn Tarrant, George K Freeman, Richard Baker, Mary Boulton, Janet Low
British Journal of General Practice 2004, 54 (502): 364-6
We report an analysis of the qualitative phase of a study of patients' and carers' views of primary care services, focusing on their experiences of access to face-to-face general practitioner (GP) consultations during the period when new access policies were being implemented. Practices interpreted the new policy in various ways; restricted interpretations, including restriction of access to telephone booking, could cause distress to patients. Patients and carers welcomed flexible interpretations of the policy that offered choice, such as a choice of GP, or of booking in advance.

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