Although several staff members were satisfied with current service several drivers for change were identified that need to be addressed in order to truly deliver a service that fulfils the patients' needs. Results will inform the wider participatory action research that will investigate the barriers to implementing an open access service and identify whether this is indeed a suitable method of addressing the drivers for change.

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Patient waiting times are a key health policy concern worldwide; however, there is little literature investigating the impact of referral–examination waiting times in x-ray. This mixed-method study explores this issue in relation to waiting times in musculoskeletal primary care x-ray within a UK Trust, encompassing three hospital sites. Patient satisfaction levels are obtained, including their perceived maximum acceptable waiting time and choice of attendance time. Data were obtained via the Trust's Radiology Information System and through a patient survey which comprised of both closed and open questions. Survey results reveal an average waiting time of 12 days from referral to x-ray. Fifty-one percent of patients believed a maximum waiting period of 1 week or sooner would be the ideal. Template analysis was used to analyse the qualitative data and identified two key themes that influenced patient choice of appointment times. The first was ‘physical conditions’ including pain and illness, and the second ‘lifestyles’, including work, transport and carer availability. It is hoped that this data may be used to inform future UK studies regarding waiting time policy in x-ray. Locally, this study will form the basis of wider participatory action research towards implementing an open access appointments policy in x-ray.