Objective. Understand the perspective of patients in relation to the current way of obtaining an appointment in primary health care. Methods. A bibliography search was performed in the online databases in Spanish and English. The main source was sought by reviewing the bibliographical references of the publications. Results. It was found that the shift to virtuality has made it easier for users to access a primary health care appointment, reducing waiting time and paving the way for non-face-to-face care; the level of user satisfaction has increased positively. Conclusions. Phone and virtual requests are here to stay; these are not intended to replace face-to-face requests, but they are a necessary tool to improve the quality of care for users.