Cheam Family Practice, Sutton, Surrey.

Our Aims - Your Rights

Patient Charter

Our Practice Aims:
  • To give patients and staff the highest standard of service and care.
  • To work together with other agencies in order to look after the whole person. 
  • To have a say in NHS decision-making in order to improve the health care that our patients need as local structures allow.
  • To run our practice smoothly and efficiently.
Our Commitment to You:
  • We aim to provide a personal, friendly and confidential service to our patients. 
  • We will treat all patients equally with courtesy, dignity and respect. 
  • We will make every effort to ensure that you see your preferred GP as appointments allow.
  • We aim to keep patients informed of our services, their rights and any other information which directly affects health treatment. 
  • We operate a practice complaints procedure which is confidential and will be used to improve the quality and delivery of our service to you. 
  • We welcome and consider all feedback from patients on our services. 
We promise to try our very best for all our patients at all times.
    In Return we expect you to:
    • Treat all our staff with courtesy and respect at all times.
    • Be on time for appointments and recognise the need usually to rebook if you are late.
    • Be responsible for cancelling unneeded appointments - preferably with at least 24 hours’ notice, where possible.
    • Let us know if there are any changes to your personal information or health.
    • Let us know if you feel there are things that we can improve.

    Our staff have the right to be treated with respect. We do not expect and will not accept violent, abusive or intimidating language or behaviour.

    Mission Statement

    We aim to demonstrate the love of Jesus for our patients and staff by providing the highest quality service and care and by recognising the dignity and worth of every individual person.

    Explanation of our Mission Statement

    As a Christian Practice we look to emulate the biblical example of Jesus Christ who demonstrated the highest possible level of care for all people, completely without prejudice or discrimination.

    If you would like to know more about our motivation or beliefs, please feel free to ask a member of staff.

    Complaints Procedure

    In line with NHS policy we do have an official complaints procedure. Should you feel you have cause to complain about the service you have received from the surgery, please contact our Practice Manager, (based at Cheam).

    Early discussion can often clear up misunderstandings. We will always take your complaint seriously.

    Feedback on services, constructive criticism or compliments can be written, anonymously if you prefer, and put into the prescription box at reception.

    See more information about Making a Complaint.

    Care Quality Commission

    The Care Quality Commission (CQC) is the independent regulator of all health and social care services in England, including doctors' practices. They are there to make sure that all these services provide people with safe, effective, compassionate, and high-quality care and are encouraged to improve.
    All GP practices in England must register with CQC and meet the national standard and will be inspected from time to time to make sure that this happens.
    For further information please look at the CQC website:


    Healthwatch is an independent voice and consumer champion for people in the local community, helping to shape, challenge, and improve local health and social care.

    For further information please look at the Healthwatch Sutton website or call 020 8641 9540

    Freedom of Information Act

    The Freedom of Information Act 2000 aims to produce a culture of openness in public bodies, by providing members of the public with the right to access information held. Its main purpose is to show how public money is being used.

    GP practices, although not government owned, are considered to be public bodies for the purpose of this Act. Therefore members of the public (not necessarily patients) can request information from them. This right came into force in 2005.

    GP practices are required to make information available via a Publication Scheme. This may be held in paper from or by electronic means. It will include information commonly requested and is available on request.

    Our practice's Publication Scheme follows the model scheme for GP practices approved by the Information Commissioner.

    Accessing your Medical Records

    The information contained in the publication scheme is available without charge.

    In some circumstances, a fee may be charged for the provision of information, and the classes of information which incur a fee are listed in the Publication Scheme below.

    Your Right to Confidentiality

    Sometimes the need to protect your medical data may seem inconvenient!  For example, we are unable to discuss your medical details with other members of your family, leave messages with them, or give information to them without your consent! However, your relationship with your doctor is a very personal one, based on trust, and we have a responsibility to protect your confidence. It is your right. You may give permission, in writing, that you wish us share your details with a third party.

    For more information please download our Our Aims and Your Rights Leaflet.

    Data Protection Act

    Cheam Family Practice is registered under the Data Protection Act, which outlines the information we may hold about you and controls the use to which that information is put. So that you can receive proper care and attention, we do need to have certain personal details about yourself, such as your name, address and phone number. All this information is kept in our files, together with details of your medical care, because it may be needed if we see you again. 

    Everyone working for the NHS has a legal duty to treat all information about you as confidential. The sensitivity of any information we hold about you is well understood by all the staff at our surgery and their duty of confidentially is written into their work contracts.

    You have a right to see your own medical records, have photocopies made, or ask for an explanation of medical terms used, but because of administrative costs a fee is charged for these services.

    Applications need to be made in writing and addressed to the Practice Manager.

    Disabled Access

    Our current premises are both converted homes, meaning that some consulting rooms are upstairs, with no lift access. If you have a disability that makes it difficult for you to be seen upstairs please let reception know when booking an appointment and we will ensure you are seen in a downstairs room.

    Zero Tolerance

    Nhs Zero Tolerance Zone Campaign: Primary Care
    Cheam Family Practice Policy For Staff And Patients

    The staff at the practice, which includes all the receptionists, nurses, doctors and attached staff such as Health Visitors and District Nurses are all part of our Primary Healthcare Team and are here to help you, the patient, receive the best form of healthcare possible in a Primary Care.

    To successfully provide these services a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks, all at the same time.

    In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

    • Patients should not use bad language or swear at practice staff.
    • Patients should not use any physical violence on any member of the Primary Health Care Team, such as pushing or shoving.
    • Patients should not verbally abuse the staff in any way or form and this would include verbally insulting the staff.
    • Racial abuse and sexual harassment will not be tolerated within this practice.
    • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot.

    The doctors reserve the right to have patients who abuse these guidelines removed from the Doctors list.

    If you have any complaints about the behaviour or attitude of the staff towards you then you should write to the Practice Manager.


    Within the surgery, we keep all paper and electronic records secure to prevent unauthorised access or misuse.

    Other Agencies

    You may need to receive care from other people outside of the practice team. You may, for example, need to see a hospital consultant or require practical help at home. So that you can fully benefit from other specialists in health care, we may need to share some of your details with them.

    We will not pass on personal information about you unless there is a genuine medical need to do so and it is in your best interest. Even so, we only pass on essential details needed for your continued care. Anyone who receives information from us is also under a legal duty to keep it confidential. The Law strictly controls the sharing of some types of very sensitive personal information.

    The NHS Central Register for England and Wales contains basic personal data of all patients registered with a doctor. This register does not contain any clinical details - for example, there is no information about any illness that you may have, or medication you may be taking.

    There are some instances where the law requires us to pass on information to a proper authority. For example, we are required to notify a birth. We also have a legal obligation to protect children or other vulnerable people who may be suffering from abuse or neglect.

    Occasionally we are asked to provide medical information to a third party like an employer or an insurance company. We will only do so if we have your written consent.

    Clinical Commissioning Group

    We are a part of Sutton Clinical Commissioning Group.

    Sutton Clinical Commissioning Group
    Priory Crescent
    North Cheam
    SM3 8LR

    Tel: 020 8646 5480
    Fax: 020 8646 2848

    The NHS Constitution - Rights and Responsibilities

    For information about the NHS Constitution please download this document: