This paper was published as British Journal of General Practice, 2004, 54 (502), pp. 364-366. It is available from http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1266171/?report=abstractMetadata only entryWe 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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