Important:

From October 6th you will need to book an appointment @ Windsor House Phlebotomy Hub at https://www.plymouthhospitals.nhs.uk/phlebotomy/, If you are unable to book online please contact 01752 433040.

Patient Charter - You and Your General Practice

A Patient Charter is a clear agreement between the practice and its patients. It sets out what you can expect from us in terms of care, access, and respect, and what we ask from you in return to help us provide safe, fair, and effective services. The Charter helps everyone understand their rights and responsibilities, making sure care is delivered in the right way for both patients and staff.

Accessing Your GP Practice from 1 October 2025 

You can find a direct link to the Patient Charter here:  Patient Charter – you and your general practice

How to Contact Us 

We are open Monday to Friday, 8.00am–6.30pm.

During these hours, you or your carer can: 

  • Visit the practice 
  • Call the practice
  • Go online using the practice’s website or the NHS App 

You can choose the way you contact us that works best for you. 

From 6.00pm to 6.30pm (Monday to Friday), your care will be covered by PPG, our out-of-hours provider.

  • During this time, if you contact the practice, your call or message will be answered by Practice Plus Group Practice Plus Group
  • They will assess your needs, with support from a clinician if required.
  • If you need further care, including a face-to-face appointment, PPG will arrange this as part of the out-of-hours service.

This ensures that your care is safely managed between the practice closing at 6.00pm and the start of the full out-of-hours service at 6.30pm.

What happens when you contact us? 

When you contact us (by phone, online, or in person), we may ask for some details. This helps the practice team decide what is best for you based on your health needs. 

You will always receive a response within one working day. This may be: 

  • Guidance to visit a pharmacy or another NHS service 
  • An appointment that day or on another day 
  • A phone call that day or on another day 
  • A text message with advice 

Important to know 

  • We provide around 500 GP appointments every day. But once these are booked, they are gone. There are only so many appointments available.
  • The charter guarantees that you can contact us and get a response. It does not mean that you will always get a GP appointment.
  • In line with the charter, we will not ask you to “call back tomorrow.” If we do say this by mistake, please accept our apologies. What we really mean is: “We are full today.” In these cases, we will always offer advice on other same-day options that may be available, such as NHS 111, an Urgent Treatment Centre, or A&E.

Going Above and Beyond 

We are proud to do more than the NHS requirement to support our most vulnerable patients. For certain groups, we offer unlimited access to both urgent and non-urgent requests: 

  • Children (under 18 years old)
  • Housebound patients
  • Care home residents 
  • Patients with learning disabilities
  • Patients receiving palliative care 
  • Pregnant women 

Even if you cannot be seen immediately, rest assured that this group will always be prioritised. Our aim is to make sure the people who need us most are always looked after.