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Noticeboard

Click here to Access the on-line appointment system

Patients are reminded that they can have on-line access so you can organise your medical centre activities (booking appointments or requesting repeat prescriptions) at a time that is convenient to you.

Remember that on-the-day appointments are released on-line for patients every day-so you can book your own appointment on-line rather telephone the practice during the busiest periods.  You can also book telephone aconsultations to speak to a GP about an on-going issue.  Telephone consultations are not 'Face to Face' so make sure you book the correct appointment.

Speak to a Receptionist about how to obtain an on-line account.

To promote national self care week (14th to 20th November 2016) we have provided information to support you to self care. See the SELF CARE section to the right.

Do the HOW ARE YOU QUIZ .

 TELEPHONE CONSULTATIONS

TELEPHONE CONSULTATIONS WITH GPs ARE FOR 5 MINUTES AND ARE NOT FACE TO FACE APPOINTMENTS.  THESE TELEPHONE APPOINTMENTS ARE BEST USED TO TALK ABOUT TEST RESULTS OR TO FOLLOW UP ON SIMPLE ISSUES.  Please DO NOT ATTEND TELEPHONE APPOINTMENTS as the doctor may be working at a different location and may not be at the Practice that day.

Note about the Telephone system

The telephone system can handle more simultaneous callers in the morning when we are very busy and it will let patients know where they are in the queue. Patients can leave messages when the queries about their blood results or if they have a questions about a referral.

Blood test and other queries line: Contact the practice between 09:30 – 13:00 Monday to Friday! (Please check under 'New Services' for more details)

 

For Your diary

To help you plan your requests for any repeat medications the Bank Holidays coming up in 2016 are listed below.  You should plan ahead to give us a bit more time to arrange your repeat medications by making you requests at least five working days earlier around these busy periods.

  • Friday 25th March 2016
  • Monday 28th March 2016
  • Monday 2nd May 2016
  • Monday 30th May 2016
  • Monday 29th August 2016
  • Monday 26th December 2016
  • Tuesday 27th December 2016 (for Christmas Day)

 

 

 

 

 

Practice Policies

Confidentiality & Medical Records

Locked blue folderThe 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 anonymised 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.

You can find more information about patient records on this link : http://www.hammersmithfulhamccg.nhs.uk/what-we-do/your-patient-record.aspx.

 

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

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.

Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the manager, ( northend.medicalcentre@nhs.net ), who will deal with your concerns appropriately. You can also make a compliment, comment or complaint in writing by filling out a comments form and placing it in the box found in reception.  A copy of our Complaint's Policy can be found on this link.

NEMC Complaints policy 2016

Alternatively you can contact the Hammersmith & Fulham Clinical Commissioning Group by calling them on: 020 3350 4567 or 020 8630 2943 or emailing the complaints manager .

If you are not satisfied with the local response to your complaint, you can contact NHS England :

By telephone: 0300 311 2233 (Monday to Friday 08:00 – 18:00)

By email to: England.contactus@nhs.net Customer service form

By post to:

NHS England
PO Box 16738
Redditch
B97 9PT

  Or the Parliamentary & Health Service Ombudsman :

By telephone: 0345 015 4033

By email to: phso.enquiries@ombudsman.org.uk

By post to:

            The Parliamentary & Health Service Ombudsman
            Millbank Tower
            Millbank
            London
            SW1P 4QP

It is helpful to provide your name when making a complaint, as this will allow us to consider the full circumstances of your experience. However, we of course respect your right to make a complaint anonymously if you prefer.

If you would like additional support or guidance, you can contact VoiceAbility , the Complaints Advocacy Service by calling them on 0300 330 5454 or emailing nhscomplaints@voiceability.org .

Further written information is available regarding the complaints procedure from reception.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Consent Policy

In our practice, we treat patients politely and with respect, recognising their dignity and rights as individuals. We would encourage you to ask questions about your care and be involved in decision making. Clinical staff may be able to provide addition information about procedures and calm any worries you may have. 

 

Before embarking on any aspect of your care we will always seek your consent, recognising your right to decide what happens to your body. You always have a right to refuse treatment or advice.

 

Sometimes verbally or physically agreeing to a procedure will be enough to give your consent. In other instances you may need to sign a form, for example if you are having minor surgery.

 

If you do not feel want to go ahead with any form of treatment, please let a doctor know. You have a right to change your mind when it comes to giving consent.

 

Chaperone Policy

You should always ask if you would like a chaperone. If possible, please let reception know before your appointment. However, if you decide you would like someone else present during a consultation, please let the doctor know.

In some cases a doctor may ask you directly if you would like a chaperone, or may require a chaperone to be present.

 



 
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