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Patient Charter

What you can expect from your GP practice

The charter sets out several core service standards that your practice must uphold.

Accessible contact and timely responses

You must be able to contact your practice through its core hours (08:00 to 18:00, Monday to Friday) in multiple ways: by phone, in person, or online. Online consultation or query forms must remain open throughout these hours and cannot be switched off early in the day.

When you make a request for an appointment or medical advice, the practice team will assess it and let you know the next steps within one working day. This response might be an offer for a same-day or future appointment, a call back from a clinician, a text message with advice, or a recommendation to use another service like a pharmacy. Practices are not permitted to simply ask you to “call back tomorrow”.

Fair and inclusive registration

Your GP practice cannot refuse to register you without a valid reason, such as you living outside the practice’s catchment area. If registration is refused, the practice must give you a reason in writing within 14 days.

Crucially, you cannot be refused registration for discriminatory reasons, including your immigration status or because you do not have a fixed address. You do not need to provide an ID, proof of address, or an NHS number to register with a GP, though it can be helpful if you have them.

Support for your needs

Practices must make reasonable adjustments for patients who need extra support. This could include:

• Arranging longer appointments.
• Providing a quiet space if you have anxiety or sensory needs.
• Ensuring wheelchair access.
• Offering information in other formats, like large print.
• Providing interpreter services if you do not speak English.

Respect and clear communication

You have the right to be treated fairly, kindly, and with respect by all practice staff in a non-discriminatory manner. You will also receive timely updates on test results and referrals. Information about your health will be provided in a way that is easy to understand.

A clear process for feedback and complaints

If you are unhappy with the service you have received, you are encouraged to provide feedback.

1. In the first instance, you should raise your concern with the Practice Manager.
2. If the issue isn’t resolved, you can escalate it to your local Integrated Care Board (ICB).
3. You can also share feedback with your local Healthwatch organisation, which is an independent body that champions patients’ voices.

Your responsibilities as a patient

The charter also highlights how you can help your practice run smoothly and provide effective care for everyone.

Be prepared and on time

For appointments, please try to arrive on time. Before you attend, think about your symptoms, any questions you have, and what you want to achieve during the consultation; writing these down can be helpful. If you have a telephone consultation, be ready to take the call at the scheduled time.

Cancel if you can’t attend

If you no longer need your appointment, please let the practice know as soon as possible so it can be offered to someone else who needs it. This helps reduce waiting times and wasted appointments.

Use services thoughtfully

If you are able to, please consider using online services like the NHS App or the practice website to book appointments, order repeat prescriptions, or view test results. This frees up the phone lines for those who can’t use digital tools. When ordering repeat medications, be sure to do so in good time and only order what you need.

Treat staff with respect

Just as you expect to be treated with respect, please show the same courtesy to all practice staff. Abusive or violent behaviour will not be tolerated, and practices have the right to remove patients from their list for such conduct.

Consider getting involved

If you want to contribute to improving your practice, consider joining its Patient Participation Group (PPG). A PPG is a group of volunteer patients who work with the practice to share feedback and ideas. You can usually find information on how to join on your practice’s website.

This charter supports a more collaborative relationship between you and your general practice team. By understanding both the service you are entitled to and how you can help, we can work together to ensure everyone in our community receives the best possible care.

You and Your General Practice (YYGP) on practice websites

You and Your General Practice (YYGP) describes what practices and patients can expect of each other and has been developed to help patients get the best from their GP team. YYGP also sets out how patients and or their representatives can provide feedback or raise concerns about their GP practice. All GP practices will have a link to the YYGP information on their website from the 1^st October 2025, on the practice website home page. If you want to give feedback or raise a concern you can ask to speak to your practice manager. If preferred, you can leave your feedback with the ICB here (ICB Digital Patient Feedback – Tell us what you think).