Practice information and policies

We look after the health of everyone registered with us. We can help with:

• illness and injuries
• long-term health problems, like diabetes and asthma
• health checks and screening
• vaccines
• contraception and sexual health
• care before and after having a baby
• mental health

We share some services with other practices near us. See all our services.

Patient’s rights

We are committed to giving you the best possible service. This will be achieved by working together. Help us to help you. You have a right to, and the practice will try to ensure that:

• You will be treated with courtesy and respect
• You will be treated as a partner in the care and attention that you receive
• All aspects of your visit will be dealt with in privacy and confidence
• You will be seen by a doctor of your choice subject to availability
• In an emergency, out of normal opening hours, if you phone the practice you will be given the number to receive assistance, which will require no more than one further call
• You can bring someone with you, however you may be asked to be seen on your own during the consultation
• Repeat prescriptions will normally be available for collection within two working days of your request
• Information about our services on offer will be made available to you by way of posters, notice boards and newsletters
• You have the right to see your medical records or have a copy subject to certain laws

Patient’s responsibilities

With these rights come responsibilities and for patients we would respectfully request that you:

• Treat practice staff and doctors with the same consideration and courtesy that you would like yourself
• Remember that they are trying to help you
• Please ensure that you order your repeat medication in plenty of time allowing 48 working hours
• Please ensure that you have a basic first aid kit at home and initiate minor illness and self-care for you and your family
• Please attend any specialist appointments that have been arranged for you or cancel them if your condition has resolved or you no longer wish to attend
• Please follow up any test or investigations done for you with the person who has requested the investigation
• Attend appointments on time and check in with reception
• Patients who are more than 20 minutes late for their appointment may not be seen
• If you are unable to make your appointment or no longer need it, please give the practice adequate notice that you wish to cancel
• Appointments are heavily in demand and missed appointments waste time and delay more urgent patients receiving the treatment they need
• An appointment is for one person only
• Where another family member needs to be seen or discussed, another appointment should be made
• Patients should make every effort to be present at the surgery to ensure the best use of nursing and medical time
• Home visits should be medically justifiable and not requested for social convenience
• Please inform us when you move home, change your name or phone number, so that we can keep our records correct and up to date
• Read the practice leaflets and other information that we give you

They are there to help you use our services. If you do not understand their content please tell us.

Let us have your views

Your ideas and suggestions, whether complimentary or critical, are important in helping us to provide a first class, safe, friendly service in pleasant surroundings.

NHS Constitution

The NHS Constitution establishes the principles and values of the NHS in England.

For more information see these websites:

• GOV.UK – The NHS Constitution for England

NHS Choices – NHS Constitution. Page published: 18 December 2024.

Last updated:

• 18 December 2024

You can use the NHS App to:

• book and cancel some appointments
• order repeat prescriptions
• see your health record, including test results

To use the NHS App, you need to show who you are. The app will help you do this.

If you cannot use the NHS App, ask us about other ways to get online.

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

Giving feedback

To provide feedback:

take part in the Friends and Family Test

leave a review on the NHS website. phone us on 01234 567 890.

Making a complaint

We aim to provide you with the best possible medical service.

At times you may feel that we have not achieved this and want to make your feelings known.

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably within writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.

The period for making a complaint is normally:

• 12 months from the date on which the event which is the subject of the complaint occurred
• 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice
• If you are a registered patient, you can complain about your own care

Complaints can be sent in writing to:

• Complaints Administrator, Fulham Cross Medical Centre, 322 Lillie Road, London, SW6 7PP

Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality.

If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.

Confidentiality

All complaints must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.

The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.

Page published: 3 July 2023. Last updated: 25 July 2025.

The surgery is an approved training practice for the training of General Practice Registrars (GPRs). Being an approved training practice means that:

• Patients can directly contribute to the training of future GPs

Patients who consult with the GPR will have longer consultations. It keeps all doctors and nurses keep in touch with new medical developments and skills.

It improves all doctors and nurse’s consultation and training skills.

It ensures that clinical standards and standards of medical record keeping are maintained.

It helps with recruitment of high quality doctors to the practice for job vacancies.

GPRs are doctors in training who are qualified doctors and have already worked in hospitals as junior doctors for at least 3 years and have now decided that they would like to specialise in general practice.

In order to qualify as a GP all doctors have to complete postgraduate specialist training which includes at least 18 months training in general practice.

The practice will be regularly assessed for its suitability for postgraduate training in general practice.

This process includes an inspection of medical records for quality, not content.

If you object to your record being seen for this process then you must let us know in writing so these notes can be withdrawn.

An essential component of training in all medical practice is the use of video and consultations with the both the GPR and the trainer present.

We hope that all our patients will be willing to take part in these educational consultations to help us all in improving and maintaining our medical and consultation skills.

All video recordings are strictly confidential and are used for teaching only.

We will not video your consultation without your consent.

Please inform reception if you would prefer not to participate.

Page published:

• 18 December 2024
• Last updated:
• 18 December 2024