‘Access’ is a word used all the time within the context of general practice and the wider system; but what is it? People don’t all have the same understanding of the word ‘access’. Access is complex and multi-faceted, and much broader than about offering more appointments.
Have a look at the below 5 As of Access; a reminder of the different aspects of access, and questions we can ask ourselves when planning any work in Primary Care.
Approachability
Is the service friendly and accessible for all?
- Is it easy for all to understand how to access the service?
- Is the service easy to reach? What does patient feedback say?
- Are the Accessible Information Standards met?
- Are staff adequately trained regarding accessibility and communication?
Acceptability
Are all services accessible regardless of patient characteristics?
- Are different communities’ health, cultural and social beliefs considered? And the impacts of this recognised?
- Is the service equitable for all? What processes are in place to know this?
- How are changes to services communication with people?
Availability
Do people have different options to access depending on need?
- How are people’s identified needs responded to?
- Is the physical environment accessible?
- What solutions are available to address digital and language barriers?
- Is the service timely?
Affordability
Have considerations about costs been made?
- For example, cost of taking time off work, cost of transport, cost of caring
Appropriateness
Is the service shaped by population need?
- Are services suitable for different communities? What do patients feedback?
- Have they been shaped by patient feedback and need?