This page explains what you can expect from our GP practice and how you can help us help you. It summarises the national You and your general practice (YYGP) charter from NHS England and links to the full guide.
How to contact us during core hours
Core hours: 08:00 to 18:30, Monday to Friday (excluding bank holidays).
- Online: Use our request form for routine (non-urgent) appointment requests, admin and medication queries.
- Phone: We answer calls during core hours.
- In person: Visit the reception desk during opening hours.
- NHS App: Manage prescriptions, view your record and send non-urgent requests.
Online request forms are open throughout core hours for non-urgent issues. Do not use them for urgent or emergency problems. When to use online requests vs phone
Use online requests for routine problems, admin queries and medication questions. Call us if you need help completing the form or you cannot use online services.
What you can expect from us
- Clear information on how to contact us and how we respond to requests.
- Triage by trained staff so you’re seen by the right person, first time.
- Care from a range of professionals (GPs, nurses, clinical pharmacists, first contact physios and others) based on your needs.
- Support to use the NHS App and other online services if you choose.
- A safe, respectful environment for patients and staff.
How you can help us help you
- Use the online request form for routine issues during core hours, if you can.
- Give us as much information as you can about your symptoms or query.
- Attend on time or cancel if you can’t make it.
- Be respectful to our team; zero tolerance for abuse.
- Use community services (pharmacy, self-care, NHS 111) when appropriate.
Urgent and emergency care
- Life-threatening emergencies: Call 999 or go to A&E.
- Urgent medical help: Call NHS 111 or visit 111.nhs.uk.
Feedback, concerns and complaints
We welcome feedback. You can:
- Give feedback or make a complaint directly to us via our feedback and complaints process.
- Contact Healthwatch Derbyshire for independent advice.
- Escalate concerns to our Integrated Care Board (ICB) if needed.
Accessibility
We aim to make our website and services accessible to everyone. If you need information in a different format (for example large print, Braille, easy read, audio or another language), please tell us.
This page follows NHS England guidance on creating highly usable and accessible GP websites, including clear language, simple layouts and avoiding PDFs where possible.
You and your general practice (YYGP) has been developed to help patients understand what to expect from their general practice and how they can get the best from their GP team. YYGP also enables patient to provide feedback or raise concerns with their GP Practice, Healthwatch or the integrated care board (ICB). The YYGP document published by NHS England can be found below.
This guide tells you what to expect from your general practice (GP) and how you can help them, so you get the best from the National Health Service (NHS). This includes but is not limited to:
- When and how you contact your general practice
- What if the practice is closed?
- What if it’s an emergency?
- What happens when you contact your practice to request an appointment?
NHS England » You and your general practice – English
Other languages available here: NHS England » You and your general practice