The ageing of the Palestine refugee population and the increasing emergence of non-communicable diseases (NCDs) has created new challenges for health services administered by UNRWA. The family health team (FHT) approach offers a strategy for the provision of comprehensive primary health care, with continuity of care for the entire family through a multi-disciplinary team of service providers. This report documents the impact of the introduction of this approach on patient experiences at three UNRWA clinics. Findings suggest there is potential for the FHT approach to reduce waiting times and improve the quality and efficiency of care. The adoption of a structured appointments system, electronic health records management, and strengthened capacities for preventive care may be critical in maximising the benefits of the FHT approach.