Reading List

A curated Reading List to support and extend learning from GP Access Expectations for GP Receptionists and Care Navigators.

These resources explain GP access arrangements, setting realistic next steps, the roles of wider team members, care navigation, feedback routes and four-nations differences. Use your local access and complaints policies for live conversations.

1. GP Access and Patient Expectations

• NHS England - You and your general practice
  Patient-facing guidance on what to expect when contacting a practice, including why staff may ask questions, how next steps are decided, preferred professionals, interpretation and extra help.
  https://www.england.nhs.uk/long-read/you-and-your-general-practice-english/

• NHS England - Practice guidelines: you and your general practice
  Guidance for practices implementing You and Your General Practice. Useful for consistent public explanations about access, support and how to give feedback.
  https://www.england.nhs.uk/long-read/practice-guidelines-you-and-your-general-practice/

• NHS - Appointments and bookings at your GP surgery
  Information on appointment routes, urgent contact, online booking, extended access and services that may help patients find the right care.
  https://www.nhs.uk/nhs-services/gps/gp-appointments-and-bookings/

• NHS England - Changes to the GP Contract in 2026/27
  England context on same-day clinically urgent requests, responses for non-urgent contacts and guidance against asking patients simply to call back another day.
  https://www.england.nhs.uk/long-read/changes-to-the-gp-contract-in-2026-27/

2. Care Navigation and Wider Team Roles

• NHS England - How to improve care navigation in general practice
  Practical guide to care navigation, covering patient communication, continuity, role definitions, staff training and safety checks to build patient confidence in the process.
  https://www.england.nhs.uk/long-read/how-to-improve-care-navigation-in-general-practice-2/

• NHS England South East - Meet your General Practice team
  Describes general practice roles such as pharmacists, physiotherapists, mental health practitioners and social prescribers. Useful when explaining which professional might help a patient.
  https://www.england.nhs.uk/south-east/our-work/meet-your-general-practice-team/

• NHS Health Careers - Receptionist
  Role description for NHS receptionists, including first contact duties, booking, answering queries and supporting distressed or anxious patients.
  https://www.healthcareers.nhs.uk/explore-roles/wider-healthcare-team/roles-wider-healthcare-team/administration/receptionist

3. Feedback, Complaints and Accessible Communication

• NHS England - Feedback and complaints about NHS services
  England guidance on the right to complain about NHS care, treatment or service and the options for raising a complaint. Refer patients here when access frustration becomes a formal concern.
  https://www.england.nhs.uk/contact-us/feedback-and-complaints/complaint/

• NHS England - Accessible Information Standard
  Explains the need for people with disabilities, sensory loss or communication impairments to receive information they can use and any communication support they need.
  https://www.england.nhs.uk/accessible-information-standard/

• NHS England - Interpreting and translation in primary care
  Guidance on interpreting and translation services in primary care. Relevant where expectation-setting depends on language or accessible communication support.
  https://www.england.nhs.uk/interpreting/

4. Four-Nations Context

• NHS Inform Scotland - General practice services
  Scottish information on GP teams, receptionists, confidentiality, appointment making and the wider practice team. Useful when framing access across the UK.
  https://www.nhsinform.scot/care-support-and-rights/nhs-services/doctors/general-practice-services/

• Scottish Government - General Practice Access Short Life Working Group: access principles
  Sets out Scottish access principles including right care, right place, right time, urgent needs, continuity, digital inclusion and trust in the wider practice team.
  https://www.gov.scot/publications/general-practice-access-short-life-working-group/pages/2/

• Welsh Government - GMS contract implementation guidance 2025 to 2026
  Welsh Government guidance on GMS contract changes, including access-related implementation matters for providers.
  https://www.gov.wales/contract-implementation-guidance-providers-general-medical-services-gms

• NHS Inform Scotland - Feedback, complaints and your rights
  Scottish patient information on rights to give feedback, raise concerns and make complaints. Useful when patients ask how to complain across nations.
  https://www.nhsinform.scot/care-support-and-rights/health-rights/feedback-and-complaints/feedback-complaints-and-your-rights/

• Northern Ireland Department of Health - Primary Care Multi-disciplinary teams
  Northern Ireland information on MDT roles in GP practices, including first contact physiotherapists, social workers and mental health practitioners.
  https://www.health-ni.gov.uk/articles/primary-care-multi-disciplinary-teams-mdts

• nidirect - Urgent and emergency care services
  Northern Ireland patient information on urgent and emergency routes, including Phone First and when to use emergency services.
  https://www.nidirect.gov.uk/articles/urgent-and-emergency-care-services