Our surgery team is dedicated to the achievement of patient centred, quality health services that meet our patient's requirements.
We aim to take all reasonable measures to meet the access needs of our patients, including patients with restricted mobility and sensory impairment.
Patients' rights to General Medical Services:
Patients have a right to:
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.
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.
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.
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 www.healthwatchsutton.org.uk or call 020 8641 9540
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.
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.
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.
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.
The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way.
The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. 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 and situations, all at the same time. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.
However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.
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:
We ask you to treat your GPs and their staff courteously at all times.
Removal from the practice list
A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.
Removing other members of the household
In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.
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.
We are a part of Sutton Clinical Commissioning Group.
NHS Sutton Clinical Commissioning Group
Sutton Civic Centre
St Nicholas Way
Sutton SM1 1EA
Phone: 020 7360 9566