Practice Charter
 The provision of medical services depends on a good relationship between doctors, staff and patients. We wish to express this in our practice charter as an agreement between us (the practice) and you (the patient) that we will endeavour to act with tolerance and consideration towards each other to enable the best possible medical care to be delivered fairly to all.
We Undertake To:-
• provide care of a high medical standard.
• respect the privacy and personal beliefs of all patients and treat them with courtesy and consideration.
• keep medical records secure and confidential.
• deal with requests for information and send referral letters within seven working days.
• see all urgent medical problems the same day.
• issue repeat prescriptions within two working days.
• reply to any complaint within 14 working days and aim to put the matter right by discussion with you, and, if necessary, implement changes.
• do our best to see patients on time.
We Ask That Our Patients:-
• treat our staff with the same consideration that you would expect to be treated yourself. Violent, abusive or intimidating behaviour
of any kind will not be tolerated and will lead to immediate removal from the practice list.
• arrive on time for your appointment. If you cannot keep your appointment do let us know as soon as possible so that it
can be made available for somebody else.
• try to come in or contact us during working hours if you need to see a doctor urgently;
• do not smoke in the building.
• do not steal or damage practice property.
• let us know if you change your name, address or telephone number.
• remember that your appointment is for 10 minutes.
• please keep to one patient and one problem per appointment.
• book another appointment if you have other family members with separate problems to discuss.
Confidentiality
It is a legal requirement that confidentiality of patient records is maintained at the highest level by all staff. We keep confidential patient information on our computer system and comply with the Data Protection Act. We may occasionally share information with other healthcare professionals. Please advise us if you do not wish such information to be shared.
Access To Medical Records
Requests for access to medical records should be made in writing to the practice manager. The practice complies with the Data Protection Act and Access to Health Records Act.
Comments & Complaints
If you have any queries or worries, please let us know. We are always interested in improving our services to our patients. If you wish to do this informally, please use the suggestion box in reception. For other complaints please telephone or write to the practice manager.
If you have any concerns, suggestions, queries or comments about local NHS services whether it be in the practice, community or local hospital, you can contact the Patient Advice And Liaison Service (PALS) on 020 7530 5200.
Freedom Of Information - Publication Scheme
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.
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