Norbury Health Centre

Our Standards

These are the local standards set within this practice for the benefit of our patients. It is our job to give you treatment and advice following discussion with you. You will receive the most appropriate care given by suitably qualified people; no care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all information given to you; please ask us questions if you are not sure of anything. It is our responsibility to give you the best possible service. People involved in your care will give you their names and ensure that you know how to contact them. The surgery will be sign-posted and the doctors' and nurses' names indicated on the surgery room doors.

Waiting Time - We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than one hour without an explanation. If you are seen as an emergency, most delays will be due to an emergency or the necessity of longer consultation for certain patients.

Access - You will have access to a doctor rapidly in case of emergency. We will arrange for a home visit as appropriate for those too ill or infirm to be brought to the surgery.

Respect - Patients will be treated as individuals and partners in their health care, irrespective of ethnic origin, religion or cultural beliefs.

Information - We will give you full information about the services we offer. Every effort will be made to ensure that you receive information which directly affects your health and the care being offered.

Health Promotions - The practice will offer patients advice and information on steps they can take to promote good health and avoid illness. Self-help can be undertaken without reference to a doctor in the case of minor illness.

Health Records - You have a right to see your health records subject to limitations in the law. These will be kept confidential at all times.

HELP US TO HELP YOU

  • Please let us know if you change your name, address or telephone number.
  • Please do everything you can to keep appointments. Tell us as soon as possible if you cannot as otherwise other patients may have to wait longer.
  • WE NEED HELP TOO - Please ask for home visits by the doctor only when a person is too ill to visit the surgery. Please keep your phone calls brief and avoid calling during the peak morning time for non-urgent matters.
  • TEST RESULTS - Enquiries about tests ordered by the hospital should be addressed to them and not to the practice.
  • We ask that you treat the doctors and practice staff with courtesy and respect (violence or abuse against any of the practice staff will not be tolerated).
  • Please read our practice booklet as it too will help you to get the best out of the services we offer. It is important that you understand the information given, so please ask us if you are unsure of anything. Remember you are responsible for your own health and the health of your child. We will give you our professional help and advice, please act upon it.

PATIENTS PARTICIPATION GROUP

The group was formed in 2006 and comprises a selection of patients who meet with doctors and practice staff at regular intervals to:

  • Foster and maintain a good relationship between the practice and the patients
  • Increase patients' awareness of the practice facilities and topical health issues
  • Bring the wishes and concerns of the patient to the doctors and the practice staff

We would like to hear from patients - you can make your general concerns and helpful suggestions known to the PPG by writing to:

Patient Participation Group
c/o Norbury Medical Practice
2b Pollards Hill North
Norbury
London SW16 4NL
(please mark envelope 'confidential')

Or by email to: norbury.ppg@dsl.pipex.com

COMMENTS AND SUGGESTIONS

We are always pleased to receive comments from our patients. Your comments and suggestions are a valuable way of improving our service for the care of our patients.

COMPLAINTS PROCEDURE

The practice offers an in-house complaints procedure to deal with the complaints about the services we provide. Please contact our practice manager Mr Shah who will give you further information. We attempt to resolve your problems swiftly and to take action as appropriate. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

FREEDOM OF INFORMATION – PUBLICATION SCHEME

Following the Freedom of Information Act 2000, the practice produces 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.

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.