There is limited evidence about what process attributes of clinical genetics services may be highly valued by patients and service providers. The aim in this qualitative grounded theory study was to explore what process attributes may be highly valued by those stakeholders. Seven focus groups (n=33) and nineteen one-to-one interviews were conducted (total sample size=52). Five process attributes were identified as highly valued by patients and health professionals: (1) local and accessible services (2) open access and follow-up, (3) coordinated, tailored family care, (4) quality of the patient–clinician relationship and (5) time to talk. These findings will be useful in designing models of service delivery that could be tested in intervention studies.