What you should reasonably expect from our practice
- To treat all patients with care, courtesy and respect and not to discriminate against any patient upon any grounds.
- A right to privacy and confidentiality at all times.
- To aim to ensure a patient is seen by a GP or Healthcare professional within 48 hours.
- To work with our patients, the North East London Strategic Health Authority, Waltham Forest Primary Care Trust and all outside agencies to improve the quality of service to our patient community.
- To see you at your designated appointment time. However, delays may occur. Please be patient.
- A consultation where the Doctor will provide you with the necessary information relating to your problem, this may include a medical examination and/or investigation.
- A repeat prescription service, where repeat prescriptions should be requested in writing and processed within 48 hours.
- A Home Visiting service, which is specifically for patients that are unable to get to surgery through illness.
- An ‘Out of Hours’ service provided by Partnership of East London Cooperatives – PELC call – Tel: 020 8539 4229. Please ensure that this service is used for medical emergencies only.
- The practice, in accordance with the NHS Zero Tolerance policy, does not accept any physical or verbal abuse to clinicians or staff.
- To address and investigate all concerns and/or complaints with regard to this surgery and review current practice, should it prove necessary, in order to review ‘Best Practice’.
- This practice has a separate complaints leaflet for patients, which is available on request.
- This practice has a protocol to remove patients from the patient list, which can be accessed by written application from the Practice Manager.
- If you need to contact the Healthcare Commission, with any enquiry regarding a complaint or the way a complaint has been handled, details are listed below with a map and directions.
What the doctors and staff reasonably expect from you
- We expect the patient to treat Doctors and Practice staff with the same courtesy and respect and not to discriminate upon any grounds.
- If you are unable to keep an appointment, please cancel it as soon as possible to enable someone else to be seen. A patient who fails to attend their appointments will be written to and may be removed from the patient list.
- If you require a home visit, please telephone the surgery before 10.30am. A GP will screen the requests and only grant visits to people with permanent disability, elderly or with an acute medical condition where the patient is unable to get to surgery.
- Please only use the ‘Out of hours’ service for an acute medical emergency that cannot wait until the next morning.
- Remember, a general appointment slot is for 10 minutes, if you have several things to discuss, please book a double appointment.
- Please telephone the surgery after 2.30pm for any test result or other non-urgent enquiries 11am on Thursdays.
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