Cheam Family Practice, Sutton, Surrey.

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Flu Season 2019

Patient Charter

Out of hours Emergencies:
We will do everything possible to ensure that our system for contacting the duty doctor is easy to follow, reliable and effective.

Waiting Times:
  • We aim to start surgeries on time.
  • We expect patients to be seen within twenty minutes of their appointment time, and in the event of a delay we will offer an explanation.
  • To limit unplanned extended waiting times for patients we request patient’s presenting complex or multiple conditions request a double appointment.
  • When a doctor is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor if available.
With these rights come responsibilities and for the patients this means: 

In Return we expect you to:
  • Courtesy to the staff at all times - remember they are working to doctors' orders.
  • Responding in a positive way to questions asked by the reception staff. 
  • To attend appointments on time; in consideration of our other patients we reserve the right to cancel your appointment if you are more 15 minutes late.
  • To give the practice adequate notice that they wish to cancel.   Someone else could use your appointment!
  • An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available.
  • Patients should make every effort when consulting the surgery to make best use of clinician and nursing time – discussing the most urgent matter with the clinician first.
  • Patients wishing to discuss more than one problem should make a double appointment.
  • Home visits should be medically justifiable and not requested for social convenience.
  • When patients are asked to give 48 hours’ notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
  • Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary and an emergency.
  • Children should be accompanied by an adult at all times whilst visiting the Surgery; and supervised to ensure their behaviour does not cause harm or distress to other patients or themselves

Our surgery team is dedicated to the achievement of patient centred, quality health services that meet our patient's requirements. 

Surgery Premises

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: 


  • be registered with a GP Practice.
  • be assigned a named GP.
  • change to another GP Practice
  • be offered a health check on joining the Practice
  • receive emergency care at any time from the Practice
  • receive appropriate drugs and medicines
  • be referred for a specialist or a second opinion if they and the GP agree.
  • be allowed to choose where the referral takes place, if a choice exists.
  • view and receive copies of their medical records, subject to the relevant legislative Acts;
  • know that staff who are employed at the Surgery have a legal obligation to keep the contents of medical records and personal information confidential.
Changes to our services
When changes are introduced to Practice services that affect patients, we will ensure that these are clearly explained, by means of our Practice Leaflet; website, waiting room notice-board, newsletter or individual leaflets.  We endeavour to give as much notice as is practicable.
Repeat Prescriptions
Prescription requests are subject to the approval of a GP. Prescriptions will be processed within 48 (working hours) for collection by the patient or local pharmacy as appropriate.

  • Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation. 
  • We will normally process non-urgent referrals within five working days of the patient consultation or the doctor's decision to refer.
  • Patients may request copies of referrals.
Test Results
When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result.  Our reception staff will only provide information regarding routine results after 11am daily when they have been signed off by the Practitioner.
Transfer or Medical Records
When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result.  Our reception staff will only provide information regarding routine results after 11am daily when they have been signed off by the Practitioner.
Privacy and Confidentiality 
We will respect our patients' privacy, dignity and confidentiality at all times.
We do not share your information with any other party unless you have given expressed consent to do so: a leaflet explaining how your information is handled is available from reception.

  • With a Doctor: For routine consultations we will endeavour to offer patients an appointment within two working days (48 hours) of the request.    For medically urgent requests, we will always try to offer an appointment on the same day. To ensure we are able to meet all our patient needs in terms of appointments we are unable to guarantee a consultation with a Dr of choice. We reserve a number of appointments for advance booking up to 2-4 weeks in advance.  Routine appointments are allocated at ten minute intervals. Double appointments for complex/multiple issues should be requested.
  • With a Practice Nurse:   There are nurse lead clinics and telephone triage services on a daily basis.
If there is a delay in the appointment wait (when you arrive) of more than 30 minutes we will let you know.  We are happy to update you on any delay situation if you feel that you have been waiting too long.
Home Visits:
We are unable to guarantee a specific doctor will visit you as this depends on GP availability and other factors. The decision to undertake a home visit will be at the doctors’ discretion.
*restricted criteria applies, please ask at the Reception office.