Practice Charter

Your Rights And Responsibilities As A Patient

  • To treat all staff with respect and courtesy at all times.
  • To tell us if you are unsure about the treatment we are offering you.
  • To ask for a home visit, only when the patient is unable to attend the medical centre through illness or infirmity.
  • To request such a visit if at all possible before 10.00am.
  • To ask for an out-of-hours visit only when necessary.
  • To keep your appointments and to contact the surgery in advance if you cannot.
  • To be punctual for appointments, and to make a separate appointment for each member of the family wishing to see the doctor.
  • Not to expect a prescription from every consultation with a doctor. There may be other options for treatment.
  • To take medicines according to the instructions and to only ask for a repeat prescription if you need one.
  • To let us know when you change your address or telephone number.
  • Please help the receptionists to help you. Do not mislead them by making a non-urgent matter seem like an emergency. It is unfair on the patients who really have emergencies.
  • The surgery is particularly busy from 9.00 to 10.00am; please keep your telephone calls as brief and to the point as possible.
  • Rudeness and/or violence towards the staff will not be tolerated.

Help Us To Help You

Our aim is to offer our patients a fast, efficient and friendly service. However, to enable us to do this we require some help from you:

  1. Please do not request home visits unless you are housebound or genuinely too ill to attend the surgery.
  2. The out-of-hours service is for emergencies and urgent problems which cannot wait until the following day to be seen. Please do not abuse this service.
  3. If you are unable to attend an appointment, please cancel as early as possible, as this frees the appointment for someone else.
  4. We always welcome suggestions as to any changes we can make to improve patient care and the services we offer. If you have any suggestions, please let us know by putting your idea in writing to the practice manager.


All staff in the practice are bound contractually to maintain patient confidentiality and any proven breach of this will be treated extremely seriously.

We respect your right to privacy and keep all your health information confidential and secure. Confidentiality also extends to patients' family members. Medical information relating to you will not be divulged to a family member or anyone else without your written consent.

As we are a computerised practice, all our patient records are kept on computer and we can assure patients of complete confidentiality.

Your rights are protected as we are registered under the Data Protection Act 1998.

It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care.

However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.

The patient's rights in relation to disclosure of such information are covered by the practice's registration under the Data Protection Act and we follow the guidance issued by the GMC in ‘Confidentiality: Protecting and Providing Information’ which explains circumstances in which information may be disclosed.

This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.

The practice participates in studies and surveys to improve patient care. You may be asked to complete questionnaires from time to time but you have our assurance that these will be handled in an entirely confidential manner, as is all patient-related data. Your participation in any aspect of external evaluation or research is optional.

You have a right to know what information we hold about you. If you would like to see your records, please speak to Susan Lander - Administrator.

We have a dedicated leaflet on confidentiality – please ask our reception staff for a free copy.

Comments & Suggestions

We do our utmost to have a harmonious environment and efficient surgery, but if you are unhappy with our procedure and you wish to air a grievance, we have a complaint procedure in place. Please ask reception for a complaint form, fill this out and return it to reception. Alternatively, you can download a printable version of the form by clicking here. All complaints will be taken seriously and investigated quickly and impartially. The complaint officer will carry out a thorough investigation and inform you of the outcome. If you are unhappy with the outcome of the investigation, we will advise you on how to contact the Primary Care Trust’s complaints team. We also welcome any comments that you wish to make about the provision of services that we offer. You may send it to us in writing.

We shall acknowledge your complaint within 10 working days and aim to have looked into your complaint within 30 working days of the date when you raised it with us.

We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

  • Find out what had happened and what went wrong
  • Agree a plan on how your complaint will be dealt with and the timescales involved
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology where that is appropriate
  • Identify what we can do to make sure the problem doesn’t happen again

Complaining To External Bodies

We hope that if you have a grievance you will use our practice complaints procedure. We believe this will give us the best chance of correcting whatever has gone wrong and an opportunity to improve our services.

Nevertheless, this does not affect your right to approach NHS England.

If you feel you cannot raise your complaint with us, you should contact the Complaints Manager at NHS England.

The Complaints Manager may be contacted on 0300 311 22 33 or by writing to the complaints manager at NHS England, PO Box 16738, Redditch, B97 9PT.

NHS England also operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems before they become complaints. To speak to a PALS officer, ring 0300 311 22 33.

In addition, ICAS (Independent Complaints Advocacy Service) are available to help you through the complaints process. Their services are free of charge and they can be contacted on 0330 440 9000 for Local Office.

If you are dissatisfied with the result of our investigation you can contact the Parliamentary and Health Service Ombudsman:

  • By telephone: 0345 015 4033; or
  • In writing to:
    The Parliamentary and Health Service Ombudsman
    Millbank Tower
    SW1P 4QP; or
  • By e-mail:

If you have a genuine concern about a staff member or regulated activity carried on by this practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website:

Zero Tolerance

We aim to treat all our patients courteously irrespective of race, colour, creed or sexual orientation and we expect patients to behave towards our staff in a similarly respectful manner. Anyone attending the practice who abuses GPs, staff or other patients in a threatening, abusive or violent manner, or who acts in a discriminatory manner will risk immediate removal from our practice list. In certain cases the police will be called.

Freedom Of Information

Please note we require the same 48-hour period to “convert” any outpatient private prescription that you may be given by a private consultant (following referral) to an NHS script. There is information available at each surgery on prescribing protocol: one month worth of medication if the patient is over 65 years, or gets free prescriptions, while those patients who pay get two months.

In order to avoid errors, it is practice policy that telephone requests will not be accepted. The standard duration for any prescription, whether issued by ourselves or converted from private to NHS, is for one month.

Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. This is a guide to the ‘classes’ of information the practice makes routinely available. This scheme is available by written request to the practice manager.

Access Fees

The practice charges the following fees where a patient requests to access their own medical record:

Viewing Records Only – Free if the records have been updated within the last days. Otherwise, a maximum of £10.

Obtaining Copies of Health Records

  • If held on computer – maximum £10
  • If held in another media – maximum £50
  • If held on a combination of computer and other media – maximum £50

Carer's Register

The practice maintains a register of those who care for a relative or friend.

Consent (Children Under 16)

Where it is considered appropriate by parents, or where an adolescent does not wish the presence of an adult, a child may give the legal consent for their own treatment.

Under these circumstances the Clinician must be satisfied that the child has a full understanding of the advice and treatment being provided.


Kings Road Medical Centre - 204 Kings Road , South Harrow , Middlesex, HA2 9JJ
  • Telephone 0208 422 1667
Eastcote Surgery - 81 Field End Road, Eastcote, Pinner, Middlesex , HA5 1TD
  • Telephone 0208 866 1238
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