Practice

Disabled Access

There is full disabled access into the surgery & disabled toilet facilities. If a patient is unable to manage the stairs up to the Doctors’ consulting rooms, you will be seen on the ground floor.

We also have a hearing loop for the hard of hearing.

Our Reception staff are aware of the needs of those with impaired hearing or eyesight. Please inform them of any disability that you may have so that they can help you appropriately.

Comments & Compliments

We value our patients’ feedback, good and bad. We hope you will always be satisfied with the care and support we provide; but if you are not please let us know. Call or write to the Practice Complaints Manager Rita Miller and we will do our best to resolve your concerns.

Teaching

The Practice has close links with Imperial College for the teaching of medical students. Occasionally these medical students will sit in on consultations. You will have the opportunity to ask them to sit outside during your consultation if you so wish.

Confidentiality

In this Practice patient records are held on computer as well as in written note form. The GP’s and all staff are responsible for the confidentiality of these records. On occasions we need to share information from medical records with the PCT, hospitals and other NHS organisations, in strictest confidentiality.

If a patient wishes to access their medical records since 1991, they may do so according to practice procedure.

Patient Survery 08/09

Please download our survey results for both practices, provided by the Picker Institute below.

Munster Road Patient Survery 08/09 Results

Lillie Road Patient Survey 08/09 Results

Primary Care Trust Patient Advice and Liaison Service (PALS)

The NHS can be complex. If you need advice on health services, have concerns, or are not sure where to turn our PALS team are here to help you. You can call them free on: 0800 389 9092.

Complaints Team

The local PCT values your input and sees it as a chance to improve the local services, if you wish to make a complaint or comment please contact the complaints team on: 020 3313 7252

For more information on both services please visit Hammersmith and Fulham PCT’s website: www.hf-pct.nhs.uk.

Interpreting Services

If you do not speak English with enough confidence to talk about medical problems we can arrange a professional interpreter free of charge. We need at least 24 hours notice to book an interpreter.

Hospital Referrals

Patient Choice
A referral to hospital can be a daunting experience, fortunately, since April 2008 - there has been the introduction of Free Choice

Free Choice means that if you're referred to see a specialist, you can now choose to be treated at any hospital in England that meets NHS standards. This includes NHS hospitals and independent hospitals.

Free Choice is simple and effective so if you need a hospital referral ask your GP about your right to choose.

Choose and Book
Choose and Book is a service that lets you choose your hospital or clinic and book your first appointment. When you and your GP agree that you need an appointment, you can choose which hospital or clinic you go to. You will also be able to choose the date and time of your appointment.

For more information please visit: www.chooseandbook.nhs.uk