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Practice Charter

Our Services To You

We are a friendly team of professionals whose aim is to look after you and the health needs of your family. All our staff are trained to put your needs first. So if you are worried or unsure, then do ask and we will be pleased to help. We are always striving to provide a better service; this will best be achieved by working together. If you have any comments or ideas for improvement, we would welcome your suggestions.

Please help us to help you.

Understanding & Communication

  • Practice staff will offer a high standard of courtesy and advice. Please extend the same degree of courtesy and politeness to the practice staff as you would expect to receive.
  • Wherever possible we will provide a facility for confidential conversation between patients and the reception staff.
  • People involved in your care will give you their names to ensure that you know who to contact.
  • Practice records will be kept secure and confidential at all times.
  • You will be treated as an individual and afforded courtesy and respect at all times, irrespective of your ethnic origins, religious beliefs, personal attributes or the nature of your health problems.
  • We sometimes have medical students sitting in on consultations with the doctors, for educational purposes. Please tell us if you wish to see the doctor alone.

Patient Consent

The practice encourages patients to exercise their right to consent and involvement in their treatment.

The consent policy is available on request.

Confidentiality & Medical Records

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases. Anonymous patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Freedom of Information

We are required by the NHS Freedom of Information Act 2000 to provide a publication scheme. This is a guide to information routinely made available to the public.

Zero Tolerance - Antisocial Behaviour

This practice operates a ‘zero-tolerance’ policy towards aggressive or abusive behaviour. This includes any personal, abusive or threatening comments, bad language, physical contact and aggressive gestures. In keeping with the rest of the National Health Service, this means that no abuse of doctors or staff is acceptable, whether verbal or physical and any patient behaving in this manner will be removed from the practice list with immediate effect. In some cases the police will be called.

Your Neighbourhood Professionals. Just a Click Away!
30 Norbury Road, Thornton Heath, Surrey, CR7 8JN
  • Telephone 020 8653 1869
Website supplied by Oldroyd Publishing Group
Your Neighbourhood Professionals. Just a Click Away!
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