Practice Policies & Patient Information
Access To Patient Information
We are registered under the Data Protection Act and have robust systems in place to protect your confidentiality. Personal health information is used to monitor the practices screening activities. Occasionally anonymised health information is sent to the Health and Social Care Information Centre or Hounslow CCG to monitor quality standards and for post-payment verification purposes.
If you want to opt out of sharing patient identifiable date, please ask reception.
CCTV
CCTV is in operation within our Practice. It has been installed for the specific purpose of detecting and preventing crime for both staff and patients. Signs are displayed advising patients and staff that surveillance equipment has been installed and is in 24 hour use. Images are not retained for longer than is strictly necessary.
Consent To Treatment and Chaperone Policy
You have a right to consent or refuse proposed treatment and ask for a chaperone. For more information, ask the Doctor/Nurse.
GP Earnings
All GP practices are required to declare mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients. If you would like to know the averages pay for GPs working in Dr Singh’s Surgery please contact Dr Raj Singh.
Named GP
All patients in this practice have a named GP who is responsible for the patient’s overall care. Patients should contact the practice if they wish to know who this is. If they have a preference as to who their named GP is, the practice will make reasonable effort to accommodate this.
The named accountable GP will take lead responsibility for the coordination of all services required under the contract and ensure that they are delivered to each of their patients where required, based on the clinical judgement of the named accountable GP.
Patients Rights & Responsibilities
We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim. The care of your health is a partnership between yourself and the Primary Health Care Team. The success of that partnership relies on co-operation between us.
Our Responsibility To You
- You have a right to confidentiality.
- You have the right to see your medical records, subject to the limitations of the law.
- If your problem is urgent we will see you on the same day
- We will inform you when a doctor has to attend an emergency. We will give you the opportunity to book another consultation or, see another doctor.
- We will refer you to a consultant when your GP thinks it necessary. We will make an urgent referrals within one working day.
- You have the right to receive appropriate drugs and medication.
- We will provide the result of any test or investigation on request or at your next consultation.
Your Responsibility To Us
- Treat all surgery staff with respect.
- Do not ask for information about anyone other than yourself.
- Tell us of any change of name or address.
- Only request an urgent consultation if appropriate.
- You should only request a home visit if you are too ill to attend surgery.
- Cancel your consultation if you are unable to attend.
- An appointment is for one person only. If another member of the family has a medical problem you will need to book a separate slot.
- Be be on time for your consultation.
- Do let us know whenever you feel we have not met our responsibility to you.
- We would, of course, also be pleased to hear when you feel praise is due!
Privacy Notice
General Data Protection Regulation 2017 (GDPR)
Please look at the attached updated privacy notice: Privacy Notice GDPR 2018 (DOCX, 41KB)
Zero Tolerance
Our Staff have the right to be treated with dignity and respect at all times.
They should be able to do their jobs without being PHYSICALLY or VERBALLY ABUSED
Most people respect this.
Anyone found abusing the staff in person or on the telephone will be asked to leave the practice.
This behaviour will NOT be tolerated
Removal from the List
In exceptional circumstances, a breakdown may occur between a doctor and his patient. If the breakdown is of a serious nature e.g. serious physical or verbal abuse to any member of the practice team, the GP may feel that the doctor/patient relationship has been compromised. Steps may then be taken to have a patient removed from the GP’s list. Where possible, conciliation would always be the preferred route, however if this is not possible, the reasons for removal will be given in writing.
Our Zero Tolerance Policy
As an employer, the practice has a duty to care for the health and safety of its staff. The practice also has a legal responsibility to provide a safe and secure environment for staff and patients. All patients are expected to behave in an acceptable manner and violent or abusive behaviour towards staff or patients may result in removal from our practice list or even criminal proceedings. The practice follows the NHS guidance concerning Zero Tolerance.
The Practice has a policy of Zero Tolerance in respect of verbal and physical violence or abuse towards GP’s, staff or other patients.
The practice will issue a warning to any patient who behaves or speaks in an unacceptable way towards any member of our practice team, fellow patients or any member of public within the practice premises. If this behaviour is repeated, we will then remove the patient from our practice list.
All instances of actual physical or verbal abuse on a doctor or member of staff, by a patient or their relatives, will be reported to the police as an assault and the patient will immediately be removed from the practice list. The patient must then be registered with Primary Care Services under the Special Allocation Scheme and will not be allowed to return to this practice.
We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs. Any alteration of prescriptions is illegal and will not be tolerated.
If at any point you are seriously unhappy with the quality of service you have the right to either make a formal complaint, or register with another practice without notifying us.
Examples of Unacceptable Standards of Behaviour
- Excessive noise e.g. recurrent loud or intrusive conversation or shouting.
- Threatening or abusive language involving swearing or offence remarks.
- Derogatory racial or sexual remarks.
- Malicious allegations relating to members of staff, other patients or visitors.
- Offensive sexual gestures or behaviours.
- Abusing alcohol or drugs on practice premises.
- Drug dealing on practice premises.
- Wilful damage to practice property.
- Threats or threatening behaviour.
- Theft