New NHS GP charter: What you need to know about accessing GP services
When and how to contact your GP practice
GP practices are open Monday–Friday, 8.00am to 6.30pm.
You can:
- Call
- Visit in person
- Go online via your practice website or the NHS App.
Some practices may offer extended hours. For urgent requests, they might ask you to come in person or call them.
Out of hours or emergencies
If you need urgent help for your physical or mental health when your practice is closed, and you can't wait until they open, go online to:
Call 111.
They will tell you what to do next. If it’s a serious or life-threatening emergency, go straight to A&E or call 999.
What happens when you ask for an appointment?
Your practice will ask for your information to understand your healthcare needs.
You’ll get a response within one working day, they cannot ask you to “call back tomorrow.”
Next steps could include:
- A same-day or future appointment
- A phone call or text message
- Advice to visit a pharmacy or another NHS service
Who you might see
Appointments may be face-to-face or a phone call with:
- A GP
- A nurse, pharmacist, or other healthcare professional
- Your carer can speak on your behalf with your consent.
You can ask for a preferred clinician, but you may wait longer to see them.
From what age can you see a GP on your own?
At 16 and over, you can book and attend appointments alone.
Under 16? You can still see a GP without a parent if the GP feels it’s appropriate.
Extra help
Ask for interpreters, wheelchair access, quiet spaces, or longer appointments if you need them.
Practices will try to meet your needs wherever possible.
Registering with a GP
You do not need ID, proof of address, or an NHS number to register.
You can register if you are homeless or new to the UK.
Practices can only refuse registration for valid reasons (e.g., you live outside their catchment area).
If you're away from home
Staying elsewhere in the UK for more than 24 hours but less than 3 months?
- Register as a temporary patient.
- Change your nominated pharmacy via your practice or the NHS App.
Are there any charges?
GP services are free on the NHS.
Some non-medical services (e.g., insurance letters) may have a fee.
How should everyone be treated?
GP staff must treat patients fairly and respectfully. Patients are expected to treat staff the same way.
Violence or abuse can result in removal from the patient list.
How you can help your GP practice
- Be prepared: Write down symptoms and concerns before appointments.
- Be on time: Being late can affect other patients.
- Cancel early: Free up your appointment if you can’t attend.
- Use the NHS App: |If you're confident using smartphones or computers, you can book, cancel, order prescriptions, and view results online.
- Turn on notifications: If you use the NHS App, turn on notifications so your GP can contact you more easily.
- Order medicines on time: Make sure repeat prescriptions are ordered on time to avoid running out.
- Join your Patient Participation Group: This group gives feedback on services at the practice.
For more information and versions in different languages, click here.
