The Park End Surgery

3 Park End, London, NW3 2SE, Tel: 020 7435 7282, Fax: 020 7794 2455, [email protected]

Practice charter standards

The provision of medical services depends on a good relationship between doctors, staff and patients.
We wish to express this in our practice charter as an agreement between us (the practice) and you (the patient) that we will endeavour to act with tolerance and consideration towards each other to enable the best possible medical care to be delivered fairly to all.

The Practice Will Undertake:-

1 To provide care of a high medical standard.
2 To respect the privacy and personal beliefs of all patients and treat them with courtesy and consideration.
3 To keep the medical records secure and confidential.
4 To deal with requests for information and send referral letters within seven working days.
5 To see all urgent medical problems the same day.
6 To issue repeat prescriptions within two working days.
7 To reply to any complaint within 14 working days and aim to put the matter right by discussion with you, and, if necessary, implement changes.
8 To do our best to see patients on time.

We Ask Patients To Undertake:-

1 To treat our staff with the same consideration that you would expect to receive yourself. Violent, abusive or intimidating behaviour of any kind will lead to immediate removal from the practice list.
2 To arrive on time for your appointment. If you cannot keep your appointment to let us know as soon as possible so that it can be made available for somebody else.
3 If you need to see a doctor urgently please try to come in or contact us during working hours if possible; there are more facilities in the building for diagnosis, and often you can be seen more quickly.
4 Do not smoke in the building.
5 Do not steal or damage practice property.
6 Please let us know if you change your name, address or telephone number.
7 Remember that your appointment is for 15 minutes. If you have several problems and think you will need longer than this please book another appointment.

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.