A new survey of nearly 1,800 New Zealand patients shows a clear and consistent preference for face-to-face consultations with family doctors, reinforcing the central role of in-person, GP-led care in general practice.
The survey, conducted by the General Practice Owners Association (GenPro), gathered feedback from 1,798 patients through GenPro member practices.
The results provide a valuable snapshot of patient sentiment at a time when access targets and digital care models are under active discussion.
Eighty-seven percent of respondents ranked in-clinic, face-to-face consultations as their preferred way to receive care, with telehealth options — including video, email, and patient portals — ranking significantly lower.
“Patients are telling us very clearly that quality care, trust, and reassurance are closely tied to seeing their GP in person,” said Dr Angus Chambers, Chair of the General Practice Owners Association.
“Digital tools absolutely have a place, but they are not a substitute for the clinical judgement, connection, and confidence that come from face-to-face care.”
The survey found that patients particularly value in-person appointments when it matters most. Nearly two in three patients prefer face-to-face care when a physical examination is needed, or if they have new health concerns, the survey says.
“These results highlight that patients see in-person consultations as critical for accurate diagnosis and building trust,” Dr Chambers said. “That’s something a screen cannot replicate.”
While telehealth is useful for convenience, patients don’t see it as a replacement for in-person GP care. Telehealth was most commonly used for:
• Repeat prescriptions (60 percent);
• Test results (55 percent);
• Minor or simple health issues (53 percent).
However, 15 percent of respondents said they did not like telehealth and would not use it at all.
“Telehealth works well for specific, low-complexity tasks,” said Dr Chambers. “But patients are clear — when it comes to real clinical engagement, they want to be in the room with their GP.”
The survey also revealed a strong preference for GP-led care:
• 96 percent prefer to see a GP when visiting their practice;
• 48 percent said they always want to see a GP, even when other clinicians are available.
When booking appointments, patients prioritised appointment availability (80 percent) and continuity with the same clinician (66 percent).
Cost and convenience ranked lower, suggesting patients value ongoing relationships and access over speed or price.
“This reinforces what general practice has always known — continuity of care matters,” Dr Chambers said. “Patients want to be known, understood, and cared for by a qualified professional they trust.”
The survey did not collect demographic or regional data and was not intended for formal benchmarking. However, GenPro says the findings highlight the need for patient voices to be front and centre in policy discussions about access targets and models of care.
Dr Chambers said that the Government had lavished subsidies on telehealth providers of telehealth.
“A ‘digital first’ policy might look good on paper and create the impression that the government is taking action. But it will not deliver the outcomes it promises. The money would be far better invested in retaining and recruiting community GPs to deliver the safer, higher-quality care they already provide.”
Click here to view the Patient Preference Survey