You and Your General Practice - Patient Charter (effective 1 October 2025)
From 1 October 2025, all GP practices must publish the “You and Your General Practice” charter. It clarifies what you can expect from us and what we’ll expect from you in return.
You can read the full NHS England version here: You and Your General Practice – NHS England
What You Can Expect From Us
Access by phone, in person, via our website, or through the NHS App during core hours: 8:00 am – 6:30 pm, Monday to Friday
A response within one working day to appointment, advice or admin requests. We won’t simply ask you to “call back tomorrow”
We’ll assess your needs and decide on the appropriate next steps: same-day or future appointment, phone or video consultation, advice via SMS/email, or referral to pharmacy/other NHS services
You’ll be treated with dignity, respect and compassion
Your medical records will be handled securely, kept up to date, and shared (read-only) with other NHS providers via GP Connect, where permitted
We support reasonable adjustments (longer appointment times, interpreters, quiet spaces, accessible formats), tell us what you need
We maintain a zero-tolerance policy for abuse, violence or discrimination towards staff or patients
We welcome feedback and will act where we can. We’ll tell you how to raise concerns beyond the practice (ICB, Healthwatch, etc.)
What We Ask of You
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Treat staff, other patients, and visitors with courtesy and respect
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Attend your appointment on time or cancel in good time if you’re unable to make it
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Use urgent appointments or home visits only when they are genuinely needed
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Request repeat medications in good time
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Keep your contact details up to date
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Follow medical advice, and let us know if anything is unclear or not working
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Help us manage demand by using digital services (online form, NHS App) when appropriate
Registration & Rights
You do not need ID, proof of address, or an NHS number to register with us
If we decline registration (for valid reasons, e.g. list closure or out-of-area), we’ll notify you in writing within 14 days and explain the reason
You have rights to access your health records (read-only for other providers via GP Connect)
You can ask for help or adjustments to care if you have additional needs
Complaints, Feedback & Escalation
First, raise your concern with our Practice Manager or via our complaints procedure
If you remain unhappy, you can approach your Integrated Care Board (ICB) or your local Healthwatch
Links to the NHS Charter and formal complaints information will always be visible here