Patient Charter: What to Expect from Your GP Practice
This guide explains what you can expect from your general practice (GP) and how you can help them, so you get the best from the NHS.
For more details, see:
– NHS Constitution for England: https://www.gov.uk/government/publications/the-nhs-constitution-for-england
– Your GP services explained (NHS): https://www.nhs.uk/nhs-services/gps/what-to-expect-from-your-gp-surgery/
– Your NHS Right to Choose: https://www.nhs.uk/nhs-services/hospitals/nhs-patient-choice/
Contents
- When and how can you contact your general practice?
- What if the practice is closed?
- What if it’s an emergency?
- What happens when you request an appointment?
- Who might help you?
- From what age can you see a GP on your own?
- What if you need extra help?
- How do you choose a general practice?
- Do you need ID or proof of address?
- Can a practice say no to registering you?
- Can you choose which hospital or clinic you are referred to?
- If you are new to the UK
- If you are away from home but still in the UK
- Do general practices charge for anything?
- How should everyone be treated?
- How can you help your general practice?
- How can you give feedback or raise concerns?
When and how can you contact your general practice?
Your practice is open Monday–Friday: 8.00am–8.00pm, and Saturday–Sunday: 9.00am–5.00pm.
You can contact them by visiting, calling, or using the practice website / NHS App.
What if the practice is closed?
If closed, use 111 online (https://111.nhs.uk) or call 111.
What if it’s an emergency?
In a serious or life-threatening emergency, call 999 or go to A&E.
What happens when you request an appointment?
You may be asked for details so your needs can be assessed. You will be told within two working days what happens next.
Who might help you?
Appointments may be with a GP, nurse, pharmacist, or another professional. You can ask to see a preferred clinician, though this may mean waiting longer.
From what age can you see a GP on your own?
16 and older: you can attend alone. Under 16: GP decides if appropriate.
What if you need extra help?
Interpretation, longer appointments, quiet spaces, wheelchair access or alternative formats can be requested.
How do you choose a general practice?
Find a GP service: https://www.nhs.uk/service-search/find-a-gp
Do you need ID or proof of address?
No. ID, NHS number or proof of address are not required.
Can a practice say no to registering you?
They must reply within 14 days with a valid reason (e.g. list closed). They cannot refuse based on immigration status or homelessness.
Can you choose which hospital or clinic you are referred to?
Yes – you usually have the right to choose. See: https://www.nhs.uk/nhs-services/hospitals/nhs-patient-choice/
If you are new to the UK
You can register with a GP free of charge regardless of immigration status.
If you are away from home but still in the UK
If away 24h–3 months, register as a temporary patient. You can also change your pharmacy via the NHS App.
Do general practices charge for anything?
GP services are free. Private work (e.g. insurance letters) may incur a fee.
How should everyone be treated?
Everyone should be treated respectfully. Practices can remove abusive patients. See NHS Constitution.
How can you help your general practice?
Be prepared, be on time, cancel if needed, use the NHS App, turn on notifications, order medicines on time, join your PPG.
How can you give feedback or raise concerns?
Speak to the Assistant Practice Manager, contact your local ICB (https://www.england.nhs.uk/commissioning/regional-icb-contacts/), or contact Healthwatch (https://www.healthwatch.co.uk/your-local-healthwatch).
Publication reference: PRN01907