Patients Charter – You and your general practice

NHS England has introduced a Patient’s Charter which Practices have been asked to include on their Website. It sets out clear standards for patients and practices in England.

You can read the full charter here: You and your general practice – NHS England

You and Your General Practice :: West Yorkshire Health & Care Partnership

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 – Contact your practice in person, by phone, online, or via the NHS App from 8 am–6:30 pm, Monday–Friday.
• Appointment options – You may receive a face-to-face or telephone appointment with a GP, nurse, pharmacist, or another professional. Practices will respect your preference wherever possible, but clinical need may take priority.
• Provider choice – You can ask to see a specific clinician (for continuity of care), but this may mean a longer wait.
• Fair registration – If your registration is refused (for example, because you live outside the practice catchment area), you must be notified in writing within 14 days with an explanation.
• Mutual respect – Staff will treat you fairly, kindly, and respectfully—and patients are expected to do the same. Abusive behaviour may lead to removal from the practice list.

How patients can help their Practice – Consider how they manage their appointments, remember to cancel if needs be, be prepared.

• Complaints & feedback – Concerns can be raised with the Practice Manager, your local Integrated Care Board (ICB), or Healthwatch.

You and Your General Practice :: West Yorkshire Health & Care Partnership