Patient Charter ‘You and Your General Practice’
From 1st October 2025, all GP practices in England are required to publish the new patient charter, “You and Your General Practice.” This charter has been introduced by NHS England as part of the 2025/26 GP contract. It sets out what you can expect from us as your GP practice, and how you can work with us to get the best care possible.
Key Points of the Charter
- Access to Care
- You can contact us in person, by phone, or online (via our website or the NHS App) during the core hours are 8:00am–6:30pm, Monday to Friday.
- We will respond to your request within one working day—you will not be asked to call back the next day.
- How We Handle Your Requests
- When you contact us, we will assess your needs.
- The outcome may be:
- a same-day or future appointment
- a telephone consultation
- a text message with advice
- signposting to another NHS service if more appropriate
- Your Rights
- To be treated with dignity and respect by all staff.
- To receive a timely response to your health queries.
- To access supportive services such as interpreters or longer appointments if needed.
- To register with our practice in line with NHS rules.
- Your Responsibilities
- Treat our staff with courtesy and respect.
- Arrive on time for your appointments.
- Cancel appointments early if you no longer need them.
- Feedback and Concerns
- You can share feedback or raise concerns with:
- Our practice directly
- Your local Healthwatch – https://healthwatchnorfolk.co.uk/
- The Norfolk & Waveney Integrated Care Board (NWICB) – https://improvinglivesnw.org.uk/
You can read the full charter – NHS England » You and your general practice – English