The “You and Your General Practice” charter has been developed to help patients understand what to expect from their general practice and describes what practices and patients can expect from each other.
The charter outlines how GP practices are expected to support patients in a variety of ways, for example, by offering you a variety of ways to make an appointment, a choice of clinicians and making reasonable adjustments for patients such as longer appointments, a quiet space, wheelchair access, or information in different formats.
In turn, patients are encouraged to be on time, be prepared and avoid wasted appointments by cancelling as early as possible where they cannot attend as booked. There is more information about this on the NHS England website.
The charter also describes how patients and their representatives can give feedback or raise concerns about their GP practice. If you wish to provide feedback or express a concern, your GP practice is the first point of contact. However, if you are not comfortable sharing your feedback directly with your practice, you can get in touch with NHS West Yorkshire Integrated Care Board (ICB). The ICB is responsible for overseeing GP services in West Yorkshire, and you can find a feedback form by clicking this link:
The ICB is not able to respond to feedback received via the feedback form, but we will share this valuable information with local primary care teams and with practices to further improve GP services for all our patients and communities.
If you are unable to use the online form, you can call our Patient Advice and Liaison Service (PALS) on 01924 552450 (9am to 4pm, Monday to Friday). Please reference “You and Your GP” and make sure you tell us the practice name and address (including postcode) that your feedback/concern relates to. Please note the line may be busy due to the high volume of calls received each day, but you can leave a voice message, and someone will get back to you as soon as possible.
Please note that if you wish to make a complaint about your GP practice rather than give feedback, you should do this directly with your practice. The ICB can also submit a complaint to your practice on your behalf. More information is in the comments, concerns and complaints section of our website.