"To enhance the quality of life of individuals in the local community through the efficient use of all the health care resources available."
- This Practice aims to provide the highest quality health care available under the NHS to all its patients with a well-trained and motivated primary health care team.
- The Practice recognises the special expertise of many of its members and uses these skills for the benefit of the patients.
NHS England has drafted a Patient Charter to be included in the 2025/26 GP contract — it outlines clear standards that GP practices must publish on their websites, helping patients know exactly what to expect and what to do if standards aren’t met – sept 25
Key standards in the Patient Charter
- Prompt response: Practices must consider appointment or advice requests and inform patients within one working day what will happen next.
- Multi‑channel access: Open contact via in‑person visits, phone, online or the NHS App from 8.00 am to 6.30 pm, Monday to Friday, giving patients choice in how they reach their practice.
- Appointment options: You may receive a face‑to‑face or telephone appointment, with nurses, pharmacists or other professionals—practices must respect your preference but may need to prioritise clinical need.
- Provider choice: You can ask to see a specific clinician (e.g., for continuity of care), though this may mean a longer wait.
- Fair registration: If your registration is refused (e.g., you live outside the catchment area), the practice must notify you in writing within 14 days, explaining the reason.
- Mutual respect: Staff must treat you “fairly, kindly and respectfully,” and vice versa. In extreme cases, abusive behaviour may lead to removal from the practice list.
- Complaints & feedback: Speak to the practice manager, your local Integrated Care Board (ICB), or Healthwatch if you have concerns.
What you can do to help
- Prepare for appointments (notes, questions, goals).
- Remember, it’s a 10 min appointment per condition.
- Be on time or promptly cancel/reschedule.
- Give 24 hours’ notice if you wish to cancel an appointment, to allow us to offer this appointment to someone else.
- Use the NHS App or website for bookings, cancellations, prescriptions, and test results
- Aim to submit repeat prescription requests early – ordering a prescription can take up to 48hours for it to be approved.
- Consider joining your Patient Participation Group.
- Our phone lines are open from 8.00am to 6.00pm for medical urgent conditions on the day; however, please note that there is a dedicated time slot for just urgent enquires between 8.00am to 9.00am, so you do not need to ring at 8.00am.
Why it matters
- Enhances transparency and patient empowerment—you’ll know what services to expect and when to escalate issues.
- Supports the government’s aim to improve access, digital provision, continuity of care, and to reduce administrative burdens on GPs.
- A step toward ending the notorious 8 am scramble for appointments and reinforcing the “family doctor” relationship.
You and Your General Practice
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. Please see the following link for more information:
www.england.nhs.uk/publication/you-and-your-general-practice