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Policies

Our staff are committed to providing quality healthcare for the benefit of all of our patients. View our policies to see how this is achieved:

Our practice is committed to providing a safe and comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is taken into account.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present, i.e. a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However, occasionally it may be necessary to reschedule your appointment.

Your GP or nurse may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this, please contact the Practice Manager.

We ask you for personal information so that you can receive appropriate care and treatment and this information is kept secure. This information is recorded on computer and we are registered under the Data Protection Act. Every patient has a right of access to information held about them, unless it is likely to cause serious harm to their mental or physical health. If you would like to know more about how we store and share your information, please ask at the reception.

Primary care staff across each borough will be able to access your full medical record without consent during the COVID-19 pandemic but will only do so when this is necessary to provide you with care. They will be required to use a smartcard which confirms their identity, and which limits their access and actions to those appropriate for their role. They will all have been trained to understand their professional and legal responsibilities in providing you with care

All those working in the NHS have a legal obligation to maintain patient confidentiality. We are compliant with the Data Protection Act 2018, the Access to Health Records Act 1990, and the Freedom of Information Act 2000.

– Police – Emergency: 999 / Non-Emergency: 101

– Adult Support Services / Safeguarding Adult: 020 8753 4198 – Option 3

– Adult Support Services (out of hours) / Adult Protection Officer: 020 8748 8588

– Community Mental Health – Claybrook Centre: 020 7386 1348 / Glenthorne Road: 020 8483 1979 / 24-hour Crisis Helpline: 0300 1234 244

– Age Concern: 020 7386 9085

– Social Services: 0845 313 3935

– MIND Hammersmith and Fulham: 020 7471 0580

– Drug Misuse: 020 3315 6111

– Medical Defence Organisation: MDU – Via doctor/nurse or management membership details

– NHS England / North West London Area Team: 020 7322 3700

See more advice on what to do if you think someone is at risk of abuse on the People First website.

The surgery is provided with safe and easy access to wheelchair users and those with walking difficulties.

All GP Practices are required to declare mean earnings for GP’s working to deliver NHS services to patients.

The average pay for GP’s working in Dr Victoria Muir’s Practice in 2020/21 was £115,524 before tax & National Insurance. This covers 2 full time GP’s and 1 part-time GP and 1 locum GP who worked in the Practice for more than 6 months.

From April 2015 all GP practices are required to provide all their patients with a named GP who will have overall responsibility for the care and support that our surgery provides to them.

Dr Muir is the named GP for all patients registered at the practice. She has overall responsibility for the care and support that our surgery provides to you. This does not prevent you from seeing any GP in the practice as you have always done.

The Surgery is an approved training practice for the training of General Practice Registrars (GPRs). Being an approved training practice means that:

    • patients can directly contribute to the training of future GPs
    • patients who consult with the GPR will have longer consultations
    • it keeps all doctors and nurses keep in touch with new medical developments and skills
    • It improves all doctors and nurse’s consultation and training skills
    • It ensures that clinical standards and standards of medical record keeping are maintained
    • It helps with recruitment of high quality doctors to the practice for job vacancies

GPRs are doctors in training who are qualified doctors and have already worked in hospitals as junior doctors for at least 3 years and have now decided that they would like to specialise in General Practice.

In order to qualify as a GP all doctors have to complete Postgraduate Specialist Training which includes at least 18 months training in General Practice.

The practice will be regularly assessed for its suitability for postgraduate training in general practice. This process includes an inspection of medical records for quality, NOT content. If you object to your record being seen for this process then you must let us know in writing so these notes can be withdrawn.

An essential component of training in all medical practice is the use of video and consultations with the both the GPR and the trainer present. We hope that all our patients will be willing to take part in these educational consultations to help us all in improving and maintaining our medical and consultation skills. All video recordings are strictly confidential and are used for teaching only. We will not video your consultation without your consent. Please inform Reception if you would prefer not to participate.

We support the government’s NHS zero tolerance zone campaign. GPs and their staff have the right to care for others without fear of being attacked or abused. Violent patients will be reported to the police and struck off the GP’s list. We ask that you treat your GP and practice staff properly – without violence or abuse.

You are entitled to see a doctor anywhere in the UK if you are away from home and are in need of medical help. We will be happy to see any friends or relations staying with you if they need a doctor.

Please inform us immediately if you change your address or telephone number (including ex–directory numbers).

You, as patients, together with all partners and staff, have certain rights as well as responsibilities towards each other. The practice charter outlines these rights and responsibilities.

We encourage all our patients to share the responsibility for their health. Many diseases can be avoided by a healthy lifestyle and without the need for drugs. You are likely to be fitter and have a more enjoyable life if you do not smoke, maintain a healthy diet and have regular exercise.

Many conditions get better on their own and can be treated successfully at home. Your pharmacist may be able to help you with these and advise about medications you can buy over the counter.

Patients, clinicians and staff, have certain responsibilities towards each other.

Appointments

Please arrive in good time and book in at reception. If you cannot attend for your appointment, please let us know as soon as possible in order that your appointment can be offered to another patient. On occasions surgeries can run late because earlier consultations have taken longer than normal or your doctor has been called out to an emergency. We will offer an explanation when this happens and ask for your understanding and patience at such times.

Telephone

We aim to answer the telephone promptly and courteously. Peak demand generally occurs during the early morning and mid-afternoon. If possible, please telephone at other times – you will find it easier to get through.

Access

Please remember that your doctor may not always be available due to other commitments, holidays etc and you therefore need to book in advance to see a specific doctor. We will ensure that you will be able to see a doctor for acute need within 48 hours.

Change in Circumstance

We will keep you informed of changes within the practice that are likely to affect you. Please let us know if you change your name, address, telephone number (including ex–directory numbers) etc so that our records for you and other members of your family are up to date. Failure to do so may result in you being taken off our practice list by the Health Authority.