You and Your General Practice (YYGP)

From 1 October 2025, all GP practices are required to display and adhere to the You and Your General Practice (YYGP) Patient Charter, as set out by NHS England.

This charter defines what patients can expect from their GP practice, how practice staff will behave, and what patients themselves can do to help.

Our Commitments under YYGP

As your GP practice, we commit to:

  1. Multiple ways to contact us during working hours
    You can reach us in person, by telephone, via our website by Asking Aileen ,or using the NHS App, between 8:00 am and 6:30 pm, Monday to Friday.

  2. Prompt response to requests
    If you request an appointment, clinical advice, or information, we will inform you within one working day about what will happen next. We will not tell you simply to call back another day.

  3. Accessibility and reasonable adjustments
    If you need extra support, for example a longer appointment, a quiet room, accessible space, or information in a different format (large print, translation, etc.) — please tell us. We will endeavor to accommodate your need’s, at all time’s.

  4. Fair registration policy
    If for any reason we decline to register you as a patient, we will send you a written explanation within 14 days. We may only refuse registration for legitimate reasons, such as you living outside our catchment area or our list being closed. We cannot refuse based on your immigration status, lack of permanent address, or any characteristic protected by equality law.

  5. Transparency and accountability
    We will tell you how to raise concerns or feedback. If needed, you may approach our practice manager, or escalate to your local Integrated Care Board (ICB) or Healthwatch.

  6. Respectful care
    We will treat you with dignity, courtesy, respect and fairness. You can expect confidentiality, involvement in decisions about your care, and clear information about treatments and options.

Patient Charter & Your Rights and Responsibilities

In addition to YYGP, we embrace the broader Patient Charter / Patients’ Rights & Responsibilities in our daily practice. Below is a summary of what you can expect, and what we ask in return.

Your Rights as a Patient

You have the right to:

  • Be treated courteously, respectfully, and without discrimination

  • Receive clear, understandable information about your condition, treatment options, benefits, risks, and alternatives

  • Be involved in decisions about your care, including the right to consent to or refuse treatment

  • Access your medical records (with certain legal limits)

  • Privacy and confidentiality of your health information

  • Emergency care when needed

  • Be referred to a specialist or second opinion when appropriate

  • Make complaints or give feedback and have them addressed fairly and timely

  • Choose where you receive NHS care (where this applies under NHS choice rules)

These rights reflect commitments of the NHS Constitution for England.

What We Expect From You

To help us provide the best possible service to everyone, we ask that you:

  • Treat staff, other patients, and visitors with courtesy and respect

  • Attend your appointments punctually, or let us know in good time if you must cancel

  • Provide accurate information about your medical history, health status, and contact details

  • Ask questions if you do not understand, and engage actively in your care

  • Follow agreed treatment plans and advice, or discuss your concerns with us if you’re uncertain

  • Use services (appointments, online systems, the NHS App) responsibly

  • Be patient and understanding — we aim to care for all patients, but resources are finite

We reserve the right to remove patients from our list if they behave in a violent, abusive, or threatening manner.

Links & Further Information