You and Your General Practice
What is You and Your General Practice?
You and Your General Practice (YYGP) has been developed to help you understand what to expect from your general practice (GP) and how you can get the best from your GP practice team.
YYGP enables you to provide feedback or raise concerns directly with your GP practice, NHS Coventry and Warwickshire or your local Healthwatch organisation.
Read NHS England’s information about YYGP
At your GP practice
Got feedback or a concern?
General feedback: share it via our Friends and Family Test
Concerns or formal complaints: please email cwicb.gpskyblue@nhs.net
Include “FAO Kellie Keay, Practice Manager” in the subject line and put your concern/complaint in writing.
At your Integrated Care Board
If you don’t feel comfortable giving your feedback to your GP Practice, you can contact NHS Coventry and Warwickshire, your local Integrated Care Board – the local body that oversees GP practices. A dedicated email address has been set up for YYGP.
Email: cwicb.yygp@nhs.net
You can also visit the ICB Complaints page [https://www.happyhealthylives.uk/contact-us/complaints/] if you have a concern about your care, or the care of a family member.
At your local Healthwatch organisation
Healthwatch information and signposting services can support you to make choices about the health and care services you may need and how to access the support you need to live well within your local area.
You can find the details for your local organisation on this service finder A-Z.
Your Practice Charter
Dear Patient,
GPs and their practice teams provide the vast majority of NHS care outside of hospitals, supporting you and your family throughout your lives. In a perfect world, we want to be able to offer every patient:
Safety – prompt access to a GP or practice nurse you trust, with well-staffed surgeries and enough resource so that no patient feels left behind.
Stability – a family doctor who knows you, your medical history, and your community – without the stress and difficulty of finding it difficult to get an appointment.
Hope for the future – care that focuses on keeping you well, not just treating illness. We want more time for meaningful consultations, joined-up support closer to your home, from modern GP surgery premises with safe and effective technology to make this possible.
The government talks of “bringing back the family doctor” but what politicians promise is often not planned properly or funded fairly to be able to be delivered in reality.
We aim to respond to all appointment and advice requests promptly, prioritising those most in need. Sometimes we may need to offer you an appointment on another day or direct you to another suitable service.
For safety reasons, urgent medical requests cannot be accepted via our online system. For something urgent, pick up the phone or walk in to our reception.
The need to prioritise urgent cases to keep patients safe can result in longer waiting times for routine/non-urgent appointments.
The new requirement to allow patients unlimited online access for non- urgent medical requests, throughout core hours, makes it more likely that we will have no choice but to create hospital-style waiting lists to meet patient need.
We want to guide you through the NHS, co-ordinate your care, and support you to stay healthy. We want every patient to feel safe and confident in their GP practice – now and in the future.
GPs are on your side.
The Challenges Your Practice Faces
Rising demand, fewer GPs – GPs care for 17% more patients than in 2015, but with fewer GPs. Funding has not kept pace, so many patients find it hard to see their GP quickly, leading to the stressful scramble to secure an appointment.
Practice closures – Around 2,000 practices have been lost since 2010, that’s one in four surgeries, leaving fewer local practices and longer waits or travel for patients.
Funding pressures – Practices receive just 31p per patient per day to provide unlimited consultations with our doctors and nurses, making it hard to employ enough staff and sustain services.
Workforce challenges – More GPs are leaving the NHS than joining. While our staff work tirelessly, system pressures and patient frustration can affect everyone’s morale and wellbeing. We have unemployed GPs now – and practices lack funds to hire them.
Unsafe workloads – Many GPs see far more than the accepted safe limit of patients per day, often working over 60 hours a week. Recent government changes risk making this worse.
Ageing buildings – One in five GP surgeries is now over 75 years old – older than the NHS itself which started in 1948. There is very little investment to provide modern facilities fit for today’s needs.
Access versus continuity – Government policy means speed of an appointment comes before choice. This lack of continuity of care, means patients often don’t get to see a familiar face who knows them well.
Demand management – We always aim to respond to all appointment and advice requests promptly, prioritising those most in need. Sometimes we may need to offer you an appointment on another day or direct you to another suitable service.
For safety reasons, urgent medical requests cannot always be accepted via our online system. For something urgent, pick up the telephone or walk in to our surgery.
The need to prioritise urgent cases to keep patients safe can result in longer waiting times for routine/non-urgent appointments.
The new requirement to allow patients unlimited online access for non-urgent requests, throughout core hours, makes it more likely that we will have no choice but to create hospital style waiting lists to meet demand.
We may, unfortunately, sometimes face challenges beyond our control:
– difficulties with accessing services at the local hospitals and long waiting lists
– workforce challenges
– not enough GPs to look after you
– the need to provide our teams with compulsory NHS training and education
– unforeseen events
– NHS IT challenges with old and slow equipment
– lack of investment in practice buildings and development
– public health emergencies
We believe patients deserve more
– At present, GPs and their teams are under huge pressure– caring for more people with fewer resources.
– Without proper investment, the safety, stability and continuity of care that patients value most are at risk.
– As your GP practice, we will always do what we can to deliver the best service possible for you and your family. With the right resources and support, we could expand our services, employ more staff, and deliver the safe, timely, and personalised care you deserve.
– Please remember that our current GP contract funds patient care on average at 31p per day per patient, which is not enough to meet rising demand and to provide the care you and your family deserve.
So please bear with us – and thank you for your support as we try our best for you and your family.
See NHS England’s You and Your General Practice document here: You and Your General Practice