You and Your General Practice

About you and your general practice

'You and Your General Practice' (YYGP) has been developed to help patients understand what to expect from their GP practice and how to get the most from your care. It also explains how you can provide feedback or raise concerns with your practice, Healthwatch, or the local Integrated Care Board (ICB).

What to know about online requests

When you contact us online during our core hours (Monday to Friday from 8am to 6.30pm) you will always receive an appropriate response on the same day (before midnight).

This means we will either:

• Offer you an appointment (face-to-face, phone, or video)
• Provide advice or care in another way
• Direct you to another appropriate service
• Request further information from you
• Let you know when and how you will receive further information or care (for example, a clinician may review your request and you will be contacted by phone on a particular date).

If your problem is urgent, please call us directly rather than submitting an online request. This ensures you get the fastest help and we can direct you appropriately.

Your health is important to us, and we are committed to providing safe, timely care in line with national NHS requirements.

To view the full guide and learn more about how you can help us provide the best care possible, please visit the NHS England website