Lock Road Surgery

COMMENTS / COMPLAINTS

We aim to provide the best possible service to our patients but misunderstandings do sometimes happen. Please feel free to discuss any concerns at the time when they occur. We aim for a speedy resolution of problems to a mutual satisfaction. The doctors and practice manager are available to discuss any problems.

The Patient Advice and Liason Service (PALS) can be contacted at the Richmond and Twickenham Primary Care trust, 180 High Street, Teddington, Middlesex, TW118HU.
Telephone 020 8973 3000

They provide confidential advice and support and can help you resolve any concerns you have about your care and advise on the various services available from the NHS.

ZERO TOLERANCE

The practice maintains that violent or abusive behaviour towards the doctors or staff will not be tolerated and may result in the removal from our list.

ABOUT YOUR RIGHTS

• As a NHS patient you are entitled:

• To receive general medical care from a GP on the basis of a clinical need and regardless of ability to pay.

• To change your doctor if you want, quickly and easily.

• To receive emergency medical care.

• To be treated under the NHS by a GP if you are away from home.

• To be treated by another GP in the practice if your own is not available.

• To be offered a health check when first registering with a GP.

• To request a health check if you haven't seen a GP in more than three years.

• To be offered a yearly health check if you are over 75, carried out at the surgery or at home.

• To have appropriate medicines and appliances prescribed when necessary.

• To be referred to a consultant or specialist when your GP thinks necessary and be referred for a second opinion if you and your doctor agree it is desirable.

• To be assured of confidentiality in all contacts with your GP and practice staff.

• To receive, free of charge, certificates for statutory sick pay for illness lasting more than six days and other statutory certificates where appropriate.

• To have clearly explained the diagnosis, proposed treatment, major risks and any alternatives.

• To receive a home visit at any time if your doctor feels it is necessary.

• To have access to your health records held on computer or hand written, subject to any limitations in law.

• To receive an up-to-date information booklet.

• To choose whether or not to take part in medical research and medical student training.

• To choose to be registered with a doctor who provides contraceptive and maternity services. A patient may choose her own or any doctor that provides these services.

• Where appropriate, to receive invitations for cervical screening.

• To receive appropriate childhood vaccinations and immunisations.

• To receive an invitation for free breast screening if you are a woman aged between 50 and 64 years old.

• To receive advice about health, diet, exercise, smoking, alcohol, drugs and solvent abuse.

• To have a complaint about any NHS service investigated and to receive a full and prompt written reply from the Chief Executive of the relevant Health Authority.

• To see any medical report written about you for the purposes of insurance or employment.

• By leading a healthy lifestyle and therefore minimising health risks, you will be helping not only yourself but also your doctor.

• Please try to attend appointments on time. If you have to change or cancel an appointment, tell the practice as soon as possible.

• Please be patient if your appointment is delayed. Delays are often caused by patients needing emergency attention.

• Requests for repeat prescriptions should be made to reception, in plenty of time to avoid unnecessary delay in treatment.

• Prepare for your doctor, talk to him and give him as much information as possible. It might help to make a note of symptoms before the consultations so you don't forget anything.

• Whilst privacy is at all times respected, reception staff may need further details about a visit or appointment to help doctors assess the degree of urgency.

• Be sure to notify your doctor promptly of any change of address or family details such as marriage.

• Home visits should be regarded as a service for the genuinely housebound or seriously ill. Requests for home visits should be made before 11.00am wherever possible.

• If you are in any doubt about the seriousness of an illness, or whether you or a member of your family need a home visit, telephone your doctor for advice.

• Similarly night visits should be requested only when felt to be absolutely necessary.
Usually the "on-call" doctor has to be on duty again the next day.

• Patients should respect the need for doctors to have enough rest to be fit and alert for the following day's work.

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.