Wandsworth PCT

We are proud of our practice. Nonetheless, we recognise that problems may occasionally arise with the services we provide. Should you wish to make a complaint about us or our work, we give you the following undertakings:

1. We will acknowledge your complaint in writing within two working days and will include details of the practice complaints procedure.

2. We will give a written explanation within 10 working days.

3. We will offer you the opportunity to discuss your complaint with our Practice Director, Mr Lee Beesley, in private.

4. If your complaint involves your doctor, we will offer you the opportunity to discuss it with the doctor involved or with our senior partner.

5. If, despite our efforts, you feel your complaint has not been dealt with adequately, we will advise you on how you may pursue it.

6. We always welcome comments, suggestions and enquiries - these should be addressed to the Practice Director, who will be happy to try and help.

Your Health Records

We Promise

• Not to divulge to your relatives, friends or any other third party, either in writing or verbally, any information about you without your written permission.
  
  Any information means: The results of any investigations (eg blood tests, x-rays, pregnancy tests); the nature and severity of any illness you may have or suspect you may have; any other personal information and any information we receive from a non-medical service (eg Social Services, insurance companies)
  
• To allow you access to information we keep on you, provided it is clear to us that seeing this information will not cause you harm or distress.

We Will

When requested, provide complete information about your medical status to:

• Social Services
  
• Other health providers (according to Caldicott criteria)*
  We will not provide information about you simply because we are your doctors. Nor will we generally divulge any information about you without your consent.

In Return

Please do not allow your relatives and/or friends to approach us for information about you unless you have provided us with your written permission for them to do so.

* For more information about this and the Caldicott Guardian, please contact your local Primary Care Trust.

Mobile Phones

We would request that your mobile phone is switched off while you are on the premises.

Zero Tolerance

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.