A new charter called “You and Your General Practice” will take effect across all GP surgeries in England starting October 1, 2025. Dr. Tim Mercer, an NHS doctor who shares health advice on TikTok, explained that these updates are being directed by NHS England—not by individual practices.
Key Updates for Patients
- Extended access: Surgeries must be open Monday to Friday, 8:00 a.m. to 6:30 p.m. During these hours, patients can make contact in person, by phone, online, or through the NHS App.
- Appointment requests: Patients must provide some details about their health concern. A healthcare professional will then assess the request.
- Faster response: Within one working day, the practice will inform patients of the next step. This could be an appointment, a phone call, a text message, or advice to use another NHS service such as a pharmacy.
- No more “call back tomorrow”: Practices will no longer be allowed to tell patients to simply call again the next day at 8 a.m.
How Triage Will Work
Under the current system, patients often wait days or weeks for appointments, with receptionists acting as the first point of triage. The new approach shifts decision-making to clinical staff. According to Dr. Mercer, this means requests will be reviewed and prioritized based on medical need rather than convenience.
Options for Care
Depending on clinical assessment, patients may be offered:
- A same-day or next-day appointment
- A phone or video consultation
- Guidance to seek help from another service, such as a pharmacist
- An appointment with another practice professional, like a nurse or physiotherapist
What Patients Should Know
The NHS has outlined tips to make the transition smoother:
- Be prepared: Write down symptoms, concerns, and questions before your appointment.
- Be on time: Missing calls or arriving late affects other patients.
- Cancel if necessary: Free up appointments by notifying the practice if you can’t attend.
- Use digital tools: The NHS App can help with booking, canceling, ordering repeat prescriptions, and checking results.
- Turn on notifications: This ensures you don’t miss important updates from your practice.
- Order repeat medicines on time: Avoid last-minute requests and only order what you need.
- Get involved: Join your practice’s Patient Participation Group to provide feedback and help improve services.
What This Means for Patients
Dr. Mercer stressed that while the change may feel unfamiliar at first, it aims to improve fairness, reduce frustration, and ensure patients are treated based on need. “For most situations, we’ll do our best to give you what you want—but the new system also helps us make sure people get what they truly need,” he said.
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