The New GP Patient Access Charter
From October 2025, GP practices in England will follow a new Patient Access Charter. This sets out what you can expect when contacting your GP, and what your practice expects from you in return.
What the Charter means for you
The charter is designed to make it easier, fairer and clearer to get the care you need. Here’s what it changes:
1. Contacting Your GP
- You can contact your GP practice by phone, online, or in person.
- All options must treat people fairly, with reasonable adjustments for those who need extra help, and cannot refuse registration for reasons such as immigration status or lack of a fixed address.
- Patients must be told what will happen next within one working day (no more being told to ‘just call back tomorrow’).
- Patients have the right to request a preferred clinician, and to raise concerns via the practice manager, the ICB, or Healthwatch.
2. Online Requests
- Practices must keep their online consultation tool open during core hours:
8:00am – 6:30pm, Monday to Friday. -
You’ll be able to use it for:
- Non-urgent appointment requests
- Repeat prescriptions
- Administrative queries
- Safeguards will ensure urgent medical problems are picked up quickly.
3. Transparency
- Each GP practice will publish its Patient Charter on its website, so you know:
- How requests are handled
- What response times to expect
- What to do if things go wrong
4. Better Joined-Up Care
- With your consent, other NHS services can view parts of your GP record through a secure system called GP Connect.
- This means you won’t have to repeat your story every time you see a new professional.
Why it’s changing
The charter aims to:
- Reduce the “8am phone rush” for appointments
- Give patients more choice in how to access care
- Make GP services more transparent and consistent
- Support better coordination between NHS services
What you need to do
- Check your GP’s website for their Patient Charter from October 2025.
- Use the online consultation tool for routine, non-urgent requests if you can.
- Continue to use 999 or NHS 111 for emergencies or urgent care needs.
Things to keep in mind
- Demand on GP services is high — the charter doesn’t create more appointments, but it should make it clearer and fairer to get one.
- Not everyone is comfortable with digital tools — that’s why phone and in-person access remain available.
- If you find the new system isn’t working well, you can give feedback through Healthwatch or your GP practice.
👉 Want to know more?
Check out your GP practice’s website from October 2025 to read their Patient Access Charter in full.
If you can't see the Charter on their website please let us know.
