Our guide to 'You and your general practice'

What is 'You and your general practice'?

In August 2025, NHS England released a new guide and Patient Charter called ‘You and your general practice’ (YYGP) to explain what people can expect from their GP practice and how to get the best care from their GP team. The requirements had to be implemented by 1 October 2025.

It explains the rights and responsibilities outlined in the NHS constitution. 

You can find the full Charter here but we’ve gathered the key things you need to know. 

Contacting your GP practice

Your GP practice must be contactable by you, or your carer on your behalf between 8am to 6.30pm, Monday to Friday. During these times, you should be able to:

• Visit the practice and talk to reception staff in person
• Call the practice on the phone
• Go online using the practice’s website or the NHS App.

You can choose the way you contact your practice based on what is best for you. Some practices may have longer hours or may ask that you contact them using one contact method for urgent or specific types of queries.

What happens if I want to request an appointment?

However you contact your practice, you may be asked to provide some details about your medical situation so practice staff can assess what is best for you based on your individual clinical need. The practice team will consider your request for an appointment or medical advice and should tell you within one working day what will happen next.

Your practice will decide what is best for you based on your clinical need which could be:

• A face-to-face appointment that day or a subsequent day
• A phone call that day or a subsequent day
• A text message responding to your query
• Advice to go to a pharmacy or another NHS service.

Your practice cannot tell you to just call back the next day.

Which healthcare professional may help me?

After being triaged, you may be reviewed in person or via telephone by a general practitioner (GP) or another member of the practice staff, such as a nurse, paramedic or pharmacist.

You can ask to see a specific healthcare professional, and the practice will try to meet your request, although you might have to wait longer for that person to be available.  Healthwatch England have some more information about patient choice at your GP practice here. 

What other support does YYGP outline? 

YYGP aims to ensure that all patients receive fair treatment. 

If you do not speak English, you can ask for interpretation services in your preferred language when you make an appointment.  Information about how to access an interpreted to help you register with a GP or request an appointment in Sussex can be found here. 

If you need a longer appointment, a quiet space, wheelchair access, or information in a different format, tell your practice and they will try to help.

For more information about the responsibilities NHS services have to support communication needs for people with disabilities and sensory loss, please see our guide to the Accessible Information Standard here. 

How can I raise concerns or provide feedback?

YYGP explains that if you want to raise concerns, provide feedback or make a formal complaint, you can ask to speak to the practice manager. If you don’t feel comfortable doing this, you can contact your integrated care board (ICB) which is the local NHS body that oversees GPs practices. In East Sussex, NHS Sussex is our local ICB.  

The Healthwatch East Sussex guide to making a complaint is available here. 

You can also give feedback about your practice to us, as your local Healthwatch. Our role is to ensure NHS leaders and other decision-makers hear your voice and use your feedback to improve care. Healthwatch is independent, confidential and impartial. 

Other key points 

• YYGP also outlines a range of other themes including how to access help if your GP practice is closed, from what age you can see a GP on your own, choosing and registering with a GP, the right to choose as well as accessing GP care when you’re a temporary resident or new to the UK.
• Every GP practice is now required to link to the document on their website, ensuring patients can easily access this information.
• YYGP is intended to be accessible, inclusive, and practical—offering translated versions in over 15 languages.
• To share feedback about how your GP practice is implementing YYGP, please don’t hesitate to get in touch with us.