You and Your General Practice
This guide tells you what to expect from your general practice (GP) and how you can help them, so you get the best from the National Health Service (NHS). More details can be found through the links below and by visiting the You and Your GP Practice (YYGP) document published by NHS England.
When and how can you contact your general practice?
Your general practice is open from 8.00am to 6.00pm, Monday to Friday.
Throughout these hours you, or your carer on your behalf, can:
- Visit the practice
- Call them
- 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 via phone or in person for urgent queries.
What if the practice is closed?
If you need urgent help for your physical or mental health when the general practice is closed, and you cannot wait until they open, go online to 111.nhs.uk or call 111. They will tell you what to do next.
What if it’s an emergency?
If it’s a serious or life-threatening emergency, go straight to A&E (Accident and Emergency) or call 999.
What happens when you contact your practice to request an appointment?
Whether you make your request by phone, on-line or visiting your practice, you may be asked to give your practice some details so that they can assess what is best for you based on your clinical need. The practice team will consider your request for an appointment or medical advice and tell you within one working day what will happen next.
This could be:
- An 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 will decide what is best for you based on your clinical need.
Your practice cannot tell you to just call back the next day.
Who might help you?
You might be offered a face-to-face appointment or a phone call with a GP or other member of the practice staff, like a nurse or pharmacist.
If you have a carer, they can speak for you with your consent.
You can ask to see a preferred healthcare professional, and the practice will try to meet your request, although you might have to wait longer for that person to be available.
It can be helpful to see the same healthcare professional, particularly if you have a long-term health condition.