Practice Charter

Patients’ Rights and Responsibilities

Suggestions and Comments

We welcome suggestions for improving our services. These can be made directly to individual members of staff or in writing to the Chief Executive. Alternatively, a suggestions box is available.

Complaints

We aim to provide the best services possible but there may be times when you feel this has not happened. If you feel you have grounds for complaint, please discuss these with the member of staff concerned, when it is hoped any problem can be resolved at once. However, should you not wish to speak to the person concerned, please contact our Chief Executive or Reception Team Leader either directly or in writing. We operate a practice complaints procedure as part of the NHS system for dealing with complaints.

Access to Medical Records

Under the Data Protection Act 1988, patients have the right to apply in writing for access to information about their health from any practitioner who is treating them. There may be a fee payable and the practice has 40 days in which to provide the information. In certain circumstances the Act allows the practitioner to withhold access to patient health records.

Violent and Abusive Patients

Our staff will do their best to assist patients at all times. As you can appreciate, the surgery can be very busy and they have a very difficult job to do at times. We will not accept violence and abusive behaviour towards our doctors, staff or patients. Such behaviour may lead to you being asked to leave the premises and removal from the practice list.

Responsible Primary Care Organisation

Croydon Primary Care Trust, Leon House, 233 High Street, Croydon CR0 9XT.
Tel: 020 8274 6000
Fax: 020 8680 2418

Email: pals@croydonpct.nhs.uk

Patient Participation Group

The Patient Participation Group is a group of patients registered with the surgery who have no medical training but have an interest in the services provided. The aim of the Patient Participation Group (PPG) is to represent patients' views and cross barriers, embracing diversity and to work in partnership with the surgery to improve common understanding.

Please speak to a member of our reception team if you are interested in joining the group.