When the preferred GP or mode is unavailable

Patients often prefer a particular GP, a familiar clinician, a face-to-face appointment, a telephone consultation, a video call or a specific time. These preferences affect continuity, communication and trust.

Preferences cannot always be met immediately. Note the preference, explain what appointments are available and determine whether the request is a safety or accessibility need rather than convenience.

Check what the preference means

• Is the preference about continuity for a complex or ongoing problem?
• Does it relate to communication needs, hearing, language or difficulty using digital services?
• Does work, caring responsibilities or transport limit when they can attend?
• Is the preference driven by a previous poor experience?
• Is a particular clinician or mode required by a prior clinical or operational instruction?

Record preferences accurately, but do not promise a named GP, mode or time unless you can deliver it.

Continuity and Access