Introducing the Practice Charter

From 1 October 2025, The Grove Medical Group is following a new Practice Charter, written by the British Medical Association (BMA).

The Charter aims to be clear, open, and honest about our services – both what we would like to offer every patient and what funding, demand, and other considerations allow.

It also explains how changes in the GP contract and government policies may affect patients and practices.

Remember, GP practices are on your side. We are here to coordinate your care and support you and your family to stay healthy.

Our Aims

Ideally, we would like to offer every patient:

• Safety – quick access to a GP or nurse you know, with enough staff for all patients.
• Stability – a GP who knows your history and makes appointments easier to get.
• Hope – care that helps keep you well, with longer appointments and joined-up support.

Our Challenges

The number of patients registered with GP practices has increased by 17% since 2015.

There are around 2,000 fewer GP practices now than 15 years ago, and more doctors are leaving the NHS than joining it.

All our staff work hard, but increasing workloads and other pressures can affect wellbeing.

While it’s true there there are qualified, unemployed GPs, funding is not always available to recruit them. Practices receive, on average, 31p per patient per day for unlimited consultations with doctors and nurses.

Our Commitment

We aim to respond to all appointment and advice requests as quickly as possible, giving priority to those who need help most. Urgent requests cannot always be taken online.

To balance timely access with continuity of care, you may sometimes be offered an appointment on another day or with another suitable service.

We know it is important to see a doctor or nurse who knows you. We will do our best to match your preferences for which member of the practice team you see, but this may not always be possible due to workload and staff availability.

What You Can Do

The NHS belongs to all of us, and its services are here for everyone. We always want people to ask for help when they need it.

It’s also important to understand the context we work in. Knowing this helps patients see the challenges practices face. With that in mind, here are some things patients can do that really help:

• Use the NHS App – reorder prescriptions or request sick notes. It’s quicker for you and helps us process requests faster.
• Manage appointments digitally – track hospital referrals or outpatient appointments via the NHS App. This saves time and can get you answers sooner.
• Try Pharmacy First – for minor conditions such as UTIs, shingles, earaches, sore throats, and more, pharmacists can provide advice and treatment quickly.
• Self-refer to services – access talking therapies, health and wellbeing support, stop smoking, or alcohol services. Visit our Resources page and filter for ‘Self-referral’.
• Consider urgency – only request urgent care for something that needs attention today, including new problems or sudden worsening of existing conditions.
• Use online requests when possible – this helps free up phone lines for urgent needs.
• Treat staff with respect – everyone benefits when interactions are polite and considerate.