You and Your General Practice

NHS England has created a new set of guidelines called “You and Your General Practice” (YYGP) for patients and GP practices. These guidelines set out what you can expect from your GP practice, and also what they can expect from you. It also talks about the ways that you can give feedback, express concerns or complain to and/or about your GP practice.  

Coming into effect from 1 October 2025, the new YYGP guidelines can be accessed via the NHS website and they should also be clearly available on your GP practice website. The guidelines set out ways in which GP practices can support you, such as making reasonable adjustments. In return, it looks at how you can do your bit by being on time and prepared for your appointments, and by avoiding wasted appointments by cancelling early if you cannot make it. 

If you want to give feedback about your GP practice, express concerns or make a complaint, the first point of contact should be the GP practice itself. You can find out how to contact your GP practice on the practice website. Our GP practice information page shows website addresses and telephone numbers for all 141 GP practices in Staffordshire and Stoke-on-Trent.  

If you do not feel comfortable raising your feedback or complaint with your GP practice you can contact the ICB. You can give feedback, raise concerns and make complaints via our Patient Advice and Liaison Service (PALS). You can email PALS via PatientServices@staffsstoke.icb.nhs.uk or freephone 0808 196 8861. You can also send feedback and complaints by post to:
 
PALS 
New Beacon Building, Stafford Education and Enterprise Park 
Weston Road 
Stafford 
ST18 OBF