A new set of standards were announced by the Minister for Health and Social Services in March 2019. These standards are designed to raise and improve the level of service for patients in Wales from their GP practices.

Practices must:

(a) Have a telephone system that:

• includes recording functionality for incoming and outgoing calls,
• can stack calls, and
• allows analysis of call data.

(b) Ensure their telephone introduction message is recorded bilingually in Welsh and English and lasts no longer than 2 minutes in total.

(c) Ensure that patients and care homes can order repeat prescriptions digitally.

(d) Ensure that during core hours, patients can digitally request a non-urgent appointment or a call back, with appropriate governance in place.

(e) Publicise via the practice website information on:

• the national access requirements,
• how patients can access the practice’s services,
• how to request urgent, routine, and advanced consultations.

(f) Offer a same-day consultation for:

• children under 16 with acute presentations, and
• patients clinically triaged as needing urgent assessment.

(g) Offer pre-bookable appointments during core hours.

(h) Actively signpost patients to the most appropriate services, including:

• services available from cluster partners,
• services provided or commissioned by the Local Health Board,
• local or national services relevant to patient needs.