**Your Rights to Face-to-Face GP Appointments: What Patients in Wales Need to Know**
Amidst growing concerns around accessibility to General Practitioner (GP) services, new findings from NHS England’s GP Patient Survey have cast a spotlight on patients’ struggles to secure in-person appointments. The survey, which explored the experiences of patients across the country, reported that one in three individuals found it ‘fairly or very difficult’ to speak to their surgery by phone. Additionally, over a quarter of consultations were delivered remotely, and many patients rarely managed to see their preferred healthcare professional.
Sophie McGarry, a solicitor specialising in medical negligence, has shed light on what the legal framework does––and does not––guarantee for patients seeking face-to-face consultations. Her advice comes at a time when remote appointments, introduced during the pandemic, remain common practice. According to NHS guidelines, patients in England should be offered an in-person appointment if requested, unless there are specific clinical reasons to refuse, such as symptoms of a contagious illness.
The current guidance, however, stops short of granting an absolute legal right to a face-to-face appointment. If a general practitioner believes a remote assessment is appropriate based on clinical judgement, they are within their rights to propose this instead. Nevertheless, patients have the right to request an in-person appointment, and should their request be denied, they are encouraged to escalate the issue to practice management or use the established complaints process.
It is now mandatory for GP practices to provide clear information on how to access face-to-face care on their websites, following a directive from NHS England. Ms McGarry recommends that patients consult their surgery’s website first for details on appointment procedures, and if information is lacking, request clarification directly from the practice. Should there be continued barriers, patients have every right to reference NHS England’s directive and pursue the matter further.
For many, remote consultations are convenient and can suffice for minor issues. However, Ms McGarry emphasises that certain conditions are more reliably assessed in person. “Face-to-face appointments are generally safer,” she stated, highlighting that remote assessments cannot accommodate visual inspections or physical examinations. This leaves room for misdiagnosis, especially when subtle clinical signs might otherwise be picked up in person. She pointed out that conversations of a sensitive or emotional nature often benefit from the familiarity and empathy established during a physical consultation.
NHS England itself has cautioned against over-reliance on digital appointments. Potential downsides include delays in diagnosis, missed clinical cues, and the risk of digital exclusion for vulnerable groups such as the elderly or those with limited technology access. It is also noted that for children, older adults, or individuals facing communication challenges, remote assessment may not be suitable. Ms McGarry added that for physical complaints—ranging from unexplained lumps to abdominal pain—or any circumstances requiring a close examination, an in-person consultation is usually necessary for responsible care.
The question of patient choice also extends to referrals for specialist treatment. Patients can request to be seen at a preferred hospital or by a specific clinical team, including certain private hospitals that provide NHS services without extra cost to the health service. Booking or rescheduling appointments can normally be managed via the NHS website, surgery phone lines, or in person at the practice reception. Staff may ask the reason for your visit to best triage your care, but you retain control over your preferences for in-person or remote care.
If you suspect you have been misdiagnosed during a remote consultation, NHS guidance supports asking for an in-person reassessment. Ms McGarry recommends explaining your concerns clearly and, if necessary, seeking a second opinion by stating specifically why a face-to-face meeting is essential for your circumstances. Patients whose requests are repeatedly refused may request to escalate their case to the practice manager or even consider contacting external ombudsman services.
Concerns remain about the future of primary care accessibility. While remote appointments have their place, ongoing NHS guidance stresses that they must always be supplemented by offering, and respecting, the choice of face-to-face care. For Welsh and UK patients, being well-informed about your rights is an essential step in ensuring that you receive the standard of care you expect and deserve.