As a patient you have the right to:
With rights come responsibilities, and for you, the patient this means we would ask you to please:
This policy is designed to protect both patients and staff from abuse or allegations of abuse and to assist patients to make an informed choice about their examinations and consultations. A full copy of the Chaperone policy can be obtained on request.
The Practice Manager handles all complaints about our services. We record all complaints and write to acknowledge all complaints within two working days. We aim to respond to all complaints within 10 working days, although in some cases more time may be required. Due to strict rules of confidentiality, if you are complaining on behalf of someone else, we will require written permission. Where a complaint is about a Doctor, you have the right to choose to discuss this with another Doctor in the Practice if you wish.
Copies of our Practice complaints procedure are available at Reception.
You can also lodge a complaint via PALS (Patient Advice & Liaison Service) based at Croydon University Hospital, 530 London Road, Croydon CR7 7YE. Tel: 020 8401 3000.
You can also lodge a complaint verbally via the Practice Manager or through a representative.
A full copy of the Freedom of Information Policy can be obtained on request.
We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list.
In extreme cases we may summon the police to remove offenders from the practice premises.