Navigating healthcare

GP stands for general practitioner. This is a doctor who treats general medical conditions. GPs usually work in a local centre called a GP practice, GP surgery or medical centre.

Your GP practice is often your first and main point of contact for healthcare. The practice works closely with other community-based services such as district nurses and palliative care teams.

Your GP and other community-based services treat and manage many health problems. If you need more specialised treatment, they can arrange this for you. This is called making a referral.

This includes:

• emergency help for life-threatening conditions if you phone 999
• advice about urgent health problems if you call 111 - in England, Scotland or Wales
• care at an accident and emergency (A&E) department, or other urgent care centre such as a walk-in centre or minor injuries unit.

For some health conditions, you may need advice or treatment from a healthcare professional with specialist training. Depending on the type of specialist care, these teams may be based at a hospital or in the community. When you stay in hospital for specialist treatment, this is called inpatient care. When you have specialist treatment at a clinic, or at home, this is called outpatient care.

Pharmacists give out medicines and give advice about taking medicines. They may also give some medical advice.

Dentists help look after your teeth, gums and other parts of the mouth. They can provide routine treatment and advice. If you need more specialised treatment for a dental problem, they can arrange this for you.

Optometrists help test eyesight. They prescribe and fit glasses and contact lenses. Optometrists can also give treatment and advice for some eye health problems, such as eye infections. If you need more specialised treatment for an eye problem, they can arrange this for you.

You can find a local GP in:

• England
• Scotland
• Wales
• Northern Ireland.

When booking an appointment, you can ask for a specific GP. The practice will try to arrange this, but it may not always be possible. Your GP may work part-time, or be on annual leave when you book an appointment.

You can change GP practice at any time. You do not have to tell your practice that you are leaving. It is important to register with another GP, so you can still access healthcare. When you register with a new practice, you will no longer be registered with the old one.

If you want to leave because you are unhappy with the care you received, you can give feedback or make a complaint. We have more information about making a complaint about healthcare.

• Think carefully about what you need and what you are asking for.
• How quickly do you need a response or an appointment?
• Which healthcare professional in the practice can help you?
• Do you need to talk to them, or can you leave a message for them?

Write this information down, if that helps. When you contact the GP practice, use this information to explain clearly what you need and when.

• If the person answering the phone or at the reception desk talks too fast for you, ask them to slow down.
• If they are unclear, ask them to repeat what they have said.
• Try to take your time and explain that you are finding the conversation difficult. For example, you could say ‘I am not sure I understand what you said. Can I repeat it back to you?’.

If you cannot get an answer by phone, check the practice website. They may have an online form you can use to contact them. Sometimes this can be easier and less stressful than making a phone call or waiting to speak to someone.

There may be other people involved in your care who you can ask. For example, you may have contact details for:

• someone from your cancer team
• a community or district nurse
• a palliative care team.

Below is a sample of the sources used in our navigating healthcare information. If you would like more information about the sources we use, please contact us at cancerinformationteam@macmillan.org.uk

NHS. Guide to the Healthcare System in England. May 2013. Available from www.gov.uk (accessed June 2022).

NHS Scotland. The Charter of Patient Rights and Responsibilities. Revised June 2019. Available from www.gov.scot (accessed June 2022).

NHS Wales. Health and Care Standards. April 2015. Available from nwssp.nhs.wales (accessed June 2022).

NIDirect. Patient standards [Internet]. Available from https://www.nidirect.gov.uk/articles/patient-standards (accessed June 2022).

This information has been written, revised and edited by Macmillan Cancer Support’s Cancer Information Development team. It has been approved by members of Macmillan’s Centre of Clinical Expertise.

Our cancer information has been awarded the PIF TICK. Created by the Patient Information Forum, this quality mark shows we meet PIF’s 10 criteria for trustworthy health information.