A qualitative study explored the experiences of patients, carers and staff accessing GPs in England in the context of NHS reforms. It involved 70 interviews with doctors and 41 patients, nurses, managers and administrators in areas including Devon, Medway, Blackpool, Luton and Lancashire. The patients represented 12 ethnic groups with different personal and health characteristics. The move to digitization has brought convenience and efficiency, but it has not solved the lack of face-to-face visits and introduced new forms of exclusion without human connection. The move to community-based services across larger geographic areas increased capacity, but caused coordination problems and the loss of long-term relationships with physicians. Prevention efforts were seen as important, but fragmented care and drained capacity for patient needs. Participants expressed concern about the increased workload of staff. Reforms require collaboration with stakeholders so as not to jeopardize continuity of care.