NHS England » You and your general practice
NHS England » You and your general practice – English
You and Your General Practice (YYGP) are new national guidelines to support patients and practices, which are in line with the NHS Constitution
You and Your General Practice sets out what patients can expect from GP practices, and what practices expect from patients. It’s about working together to improve care, communication, and mutual respect.
What You Can Expect from Us:
- Clear communication about your care
- Access to a range of healthcare professionals
- A safe and inclusive environment
- The opportunity to give feedback or raise concerns
What We Ask from You:
- Please attend appointments on time, or cancel if you no longer need them
- Be prepared for your appointment (bring necessary information or medication)
- Let us know if you need support or adjustments (e.g. translation, accessibility)
- Treat our team with courtesy and respect
How can you help your general practice?
- Use the NHS App or website: If you’re confident using smart phones or computers, you can book or cancel appointments, order repeat prescriptions, and see your test results online.
- Turn on notifications: If you use the NHS App, turn on notifications so the practice can contact you more easily. Please keep an eye out for messages.
- Order repeat medicines on time: Make sure you ask for repeat prescriptions on time, so you don’t run out, and only order what you need.
- Join the Patient Participation Group: You practice will have a group of patients who can offer feedback on the services it delivers. Your practice website should explain how you can join.
How can you give feedback or raise concerns?
If you want to give feedback, raise a concern or wish to make a formal complaint, ask to speak to the practice manager. If you don’t feel comfortable doing this, contact your integrated care board (ICB) – the local NHS body that oversees GPs practices.
Kent and Medway ICB:
Website address: www.kentandmedway.icb.nhs.uk/contact-us
Email: kmicb.patientexperience@nhs.net
Telephone: 01634 335 095 Option 7
Postal address: NHS Kent and Medway Integrated Care Board
Patient Experience Team
2nd Floor, Gail House
Lower Stone Street, Maidstone
Kent, ME15 6NB
You can also give feedback about your practice to your local Healthwatch. Their job is to make sure NHS leaders and other decision-makers hear your voice and use your feedback to improve care. Healthwatch is independent and impartial, and any information you share with them is confidential. To find your local Healthwatch visit the Healthwatch website.
You can find the full details of the You and Your General Practice guide on the NHS England website