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 am–6:30 pm, Monday–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 its 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
- Use ASK MY GP to send requests for consult a clinician, sick notes and referral enquires ASK MY GP
- 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 8am to 6pm for medical urgent conditions on the day; however, please note that there is a dedicated time slot for just urgent enquires between 8am to 9am, so you do not need to ring at 8am.
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.
