Involving migrants in the adaptation of primary care services in a ‘newly’ diverse urban area in Ireland: The tension between agency and structure

In line with World Health Organization policy (WHO, 2016; 2019), primary care services need to be adapted to effectively meet the needs of diverse patient populations. Drawing from a European participatory implementation study, we present an Irish case study. In a hybrid participatory space, migrants, general practice staff and service planners (n = 11) engaged in a project to implement the use of trained interpreters in primary care over 17 months. We used Normalisation Process Theory to analyse data from 15 Participatory Learning and Action research focus groups and related sources. While stakeholders’ agency and expertise produced relevant positive results for the introduction of changes in a general practice setting, structural factors limited the range and scope for sustained changes in day-to-day practice. •Involves migrants in a ‘hybrid’ participatory space to adapt primary care services.•Novel, combined use of implementation theory and participatory research methodology.•New insights into migrants' agency and expertise to shape healthcare adaptation.•Highlights structural barriers to healthcare adaptation.