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Help Us To Help You

We will endeavor to provide you with an appointment within 48 hours of such request being made. Our appointments are in great demand. Please arrive on time for your appointment. Please cancel the appointments that you are unable to keep. The practice has a policy on Patient's Rights to view their medical notes held manually or computerized (subject to any limitations in the law). A small fee may be charged. For more information speak with the Doctor/Practice Manager.

Practice Charter

Our charter is a statement of what you can expect from this Practice and what we feel we can expect in return from you.

It is our aim to provide a professional and caring medical service of the highest quality and to work together to meet the needs of our patients and community.

Our Responsibilities To You

  • The practice will provide and maintain premises that are clean, comfortable, and safe and are easily accessible to all our patients including those with mobility difficulties or special needs.
  • The patient will be treated as an individual and will be given courtesy and respect at all times. You have the right to be treated with confidentiality.
  • The practice will offer same-day consultations, to all urgent patients, by appointment. We will ensure that you can have a non-urgent appointment with the doctor of your choice. However, there may be a delay involved before this is possible.
  • Clinicians will aim to see you within 15 minutes of your appointment time. Nevertheless, delay is sometimes unavoidable, particularly in the case of emergencies. When this happens we will try to keep you informed.
  • The patient may have access to their own medical records on written request and subject to any limitation in the law
  • Patients will be informed of services available via notices boards and leaflets within the surgery and the Practice website.
  • Patients shall be referred for specialist opinion when their GP thinks it necessary
  • You will be prescribed appropriate drugs and medicines.
  • All complaints are dealt with in accordance with the Practice Complaints Policy.  Your complaint will be dealt with in a professional and efficient manner
  • A home visit will be arranged if appropriate if you are too ill or infirm and unable to be brought to the surgery.
  • The practice will ensure that a doctor is on call at all times.
  • The practice has the right to remove patients from their list if they repeatedly and persistently ignore their responsibilities to the practice and to other patients.

Your Responsibilities To Us 

  • Please let us know if you change your name, address or telephone number.
  • Please cancel appointments that you cannot attend. Remember that someone else can be allocated the appointment
  • We ask that you treat the doctors and practice staff with the courtesy and respect that you yourself would expect.
  • To speak with the Patient Services Team immediately if a Chaperone Service is required.  This will ensure that the appointment isn’t delayed.
  • To request an interpreter at the time of booking the appointment therefore not delaying the Consultation
  • Please only request home visits by the doctor when you really are too ill to get to the surgery. Most children can be brought to the surgery quite safely by car or taxi. The less time a doctor spends travelling, the more time is available for patients. Please remember that night visits are for emergencies only.
  • Please do everything you can to keep appointments and to be punctual. If you cannot attend please let us know as soon as possible, otherwise other patients may need to wait longer. Please make more than one appointment if you want more than one patient to be seen.
  • Understand that it is not the receptionist's fault if the surgery is running late. This is usually due to patients having a problem which takes more time than usual to sort out, but sometimes due to patients turning up late and delaying other patients.
  • If the doctor or nurse is running late, please be patient. On another occasion it may be you that needs the extra time and attention.
  • A patient should not expect to be given a prescription at every visit to the doctor. Please check your existing supplies before ordering repeat prescriptions.
  • Please remember that your doctor of choice may not always be available due to other commitments, sickness and holidays.
  • Please remember that you are responsible for your own health and the health of your children and that we are here to give our professional help and advice.
  • Please remember that you can find basic health information elsewhere. NHS Direct and your local Pharmacist can also advise you on best treatments and whether a visit to the GP is a good use of your time
  • You can go to any walking centres nearest is Belmont Health centre or Edgware walking centre.
  • The “Out of Hours” service is provided by Doctors who are not your regular GPs and who do not have your full medical history. Therefore in many instances people find they still need to attend the surgery soon afterwards. So please think before using it and ask yourself “Can it wait until tomorrow?” when you can see your own GP.
  • If a patient is unhappy with the practice, or the service provided, he/she has the right to leave the list and register with another practice.

Leaving the Practice

  • Every Doctor has a right to remove a patient from the list. However this is only ever done in extreme circumstances, eg: When the doctor-patient relationship has irretrievably broken down and the standard of care is at risk
  • Where a patient is abusive or attempts to harass or intimidate members of surgery staff, doctors or other patients
  • Where a patient has consistently abused practice resources. We define “abuse of practice resources” as:
  • Regularly failing to turn up on time or at all for appointments. This leads to longer and unfair waiting times for all our other patients
  • Frequently refusing to travel to the surgery when able to. The subsequent home visit takes the Doctor out of surgery for enough time to see 4 patients
  • Please note that you have the right to change your Doctor if you so wish

Zero Tolerance

The practice will not tolerate any verbal or physical abuse towards any of our doctors & staff members or other persons on the practice premises. Patients and/or their relatives who are threatening or abusive will be reported to the police, and they will be removed from our list.

Your Neighbourhood Professionals. Just a Click Away! KL Pharmacy
Your Neighbourhood Professionals. Just a Click Away! KL Pharmacy