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Practice Charter

Your Doctor's Responsibilities

To treat you with respect and courtesy at all times.

To treat you as an individual, and to discuss with you the care and treatment we can provide.

To give you full information on the services we offer.

To give you the most appropriate care by suitably qualified staff.

To provide you with emergency care when you need it.

To refer you to a consultant acceptable to you when necessary.

To give you access to your health records, subject to any limitations in the law.

Your Responsibilities As A Patient

To treat all staff of the Fullwell Cross Medical Centre 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 contact the medical centre 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.

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 yourselves.

  1. Please do not request home visits unless you are housebound or genuinely too ill to attend the surgery.
  2. If you have several problems you wish to discuss with the doctor, please ask for a longer appointment. Hurried consultations are unsatisfactory for both doctor and patient alike.
  3. 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.
  4. If you are unable to attend an appointment, please cancel as early as possible, as this frees the appointment for someone else.
  5. 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.

Comments And Complaints

We endeavour to provide a friendly and quality service to our community. If you have any helpful comments to make, please make them in writing to our practice manager.

If you have any complaints about anything to do with the practice, please ask for the complaints package - available from reception.

Violent Patients - Zero Tolerance

The NHS operates a Zero Tolerance Policy with regard to violence and abuse and this practice has the right to remove violent patients from its list with immediate effect in order to safeguard practice staff, patients and other persons.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person's safety.

In this situation we are obliged to notify the patient in writing of their removal from the list and record in the patient's medical records the fact of the removal and the circumstances leading to it. The PCT then becomes responsible for providing further medical care for such patients.


We will never disclose any patient identifiable information (other than directly related to your care) to any third parties without your express written consent.

Access To Your Records

You have a right of access to your own health record. Access encompasses:

  • The right to obtain a copy of the record in permanent form
  • The right to view a record without obtaining a copy
  • The right to have information explained where necessary, eg medical abbreviations

Please write to the practice manager in the first instances if you wish to see your information held by the practice. There will be a fee of £10.00 for a computer printout and up to £50.00 for photocopies, depending on volume.

Freedom Of Information – Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.

This scheme is available from reception.

Redbridge CCG

Further details of primary medical services in this area may be obtained from:
Redbridge CCG
Becketts House
2-14 Ilford Hill
Ilford IG1 2QX

Summary Care Records

Our practice is participating in an NHS national programme for IT. We will share a summary of your vital clinical information i.e. Medication, Allergies and Adverse reaction to drugs, with the NHS Emergency Care Providers like A&E, Out Of Hours GP and the Walk-in Centre. This is to ensure that our patients receive safe and quality care during urgent or emergency situations. Please do let us know if you would like to opt-out from this initiative.

Local Services, Let Edward Oliver & Bellis Solicitors
Local Services, Let Edward Oliver & Bellis Solicitors