We have added a link to the NHS England You and Your General Practice page to help you better understand how general practice works and how we can work together to make your care as effective and supportive as possible.
This guide explains:
- What you can expect from us as your GP practice.
- What we ask from you to help us deliver fair and efficient care.
- How you can share feedback or raise concerns.
It’s all about clear communication, mutual respect, and making sure everyone gets the best from their GP services. We encourage all our patients to take a few minutes to read it – it’s a helpful resource for understanding your rights, responsibilities, and how we can support your health and wellbeing.
The publication is available in multiple languages and can be viewed on www.england.nhs.uk/long-read/you-and-your-general-practice-english. Please note that it may take a few minutes for the translated versions to open in your browser.
Key Points of the Charter
- Access to Care: The charter clarifies how you can contact us—in person, by phone, or online via our website and the NHS App—during core hours (8:00am to 6:30pm, Monday to Friday). It also explains that our practice will respond to your requests within one working day and will not ask you to call back the next day.
- How We Handle Your Requests: When you contact us for an appointment or medical advice, we will assess your needs and decide on the next appropriate step. This could be a same-day or future appointment, a phone consultation, a text message, or advice to visit a pharmacy or another NHS service.
- Your Rights: The charter reaffirms your right to be treated with dignity and respect by all our staff. It also outlines your rights regarding registration (you do not need ID or a permanent address), receiving a response to your health queries, and getting extra help such as interpreters or longer appointments if needed.
- Your Responsibilities: To help us provide the best service, the charter asks for your cooperation. This includes treating our staff with respect, being on time for your appointments, and cancelling appointments as soon as possible if you no longer need them.
- Feedback and Concerns: The document explains how you can share feedback or raise concerns with the practice, your local Healthwatch, or the Integrated Care Board (ICB).
For more information about Healthwatch please visit Home | Healthwatch Hertfordshire
For more information about the ICB, please visit the related page on the Hertfordshire and West Essex ICS website.