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Practice Charter

Practice Charter

 Our aims are to offer the highest standard of health care and advice to our patients with the resources available to us.

We have a team approach to patient care and endeavour to monitor the service provided to patients to ensure that it meets current standards of excellence.

We are dedicated to ensuring that Practice staff and doctors are trained to the highest level and to provide a stimulating and rewarding environment in which to work.

  • You will be treated with courtesy and respect by all Practice personnel.
  • Our standard is to see 80% of patients within 20 minutes of their appointment time. If you have waited longer than this please ask the receptionist for an explanation.
  • We aim to answer the telephone within five rings.
  • Requests for repeat prescriptions will be dealt with within 48 hours. This can be in person, by post or via the internet.
  • If you have a complaint please speak to any member of staff.  Your complaint will be dealt with in a profession and efficient manner.
  • We wish to make Parchmore Medical Practice as accessible as possible.  If you have hearing, visual or physical difficulties, please let the receptionist know so that we can enable you to fully use our services.
  • All comments and suggestions about the service are welcome. Please use the box provided in the waiting area.

Patients' Responsibilities

  • To arrive on time for your appointment. If you are late for your appointment you may be asked to rebook at another time. Try to let us know in advance if you are going to be unavoidably delayed so that we can make alternative arrangements to help you.
  • To advise us in advance if you are unable to attend for an appointment so that we can offer it to someone else.
  • Take care of medicines. Medicines are for the person they are prescribed for and should not be shared. Any unwanted/unused medicines should be returned to a pharmacy for disposal.
  • Keep the Practice informed of any change of name, address, telephone or mobile number.
  • Keep young children in your care under constant supervision and ensure they behave appropriately while on Practice Premises.
  • We would ask you to be patient if the Doctor is running late. This is often due to unforeseeable emergencies.
  • Please act in a responsible and courteous manner whilst on the Practice premises for the safety and comfort of others.
  • Please treat all surgery staff, fellow patients, carers and visitors politely and with respect.
  • Violence or verbal harassment will not be tolerated or accepted.

Violent and Abusive Patients - Zero Tolerance

The practice will not tolerate violent or abusive behaviour directed towards staff. Should a patient become violent while in the practice the police will be called and the patient will be removed immediately from their GP's list. If a patient becomes verbally abusive towards any member of the team they will receive a warning letter. If there is a re-occurrence of unacceptable behaviour the patient will be removed from the premises and the GP's list.

Our team are here to help and assist you and we will not accept this type of behaviour at the practice.

Patient Confidentiality

All patients’ records on file or on computer are totally confidential. Test results will only be given to the patient themselves. All computerised information is protected under the Data Protection Act (1998), to which we adhere.

Identifiable information about you will be shared with others in the following circumstances:

  • To provide you with further medical treatment i.e. other healthcare providers.
  • To help you get other services such as social services. Your consent will be required
  • When we have a duty to others e.g. safeguarding children or vulnerable adults

Anonymised patient information will also be shared at a local and national level to help the relevant authorities plan services and look at health needs.

Summary Care Records

The NHS are currently asking patients if they wish all their clinical data to be included in the summary care record.  If you do not wish to do this, please bring the relevant form with your registration pack into the surgery so we can record your wishes.

Disabled Access

The surgery has limited access for disabled patients.


If you have an appointment at the practice and wish to have a chaperone present during your consultation due to the nature of your visit, please make the reception staff aware of this when you arrive at the Practice in order for this to be organised. If you are male and would prefer to be seen by a male GP, or if you are female and would like to be seen by a female GP, we will try our best to accommodate your request.


If you require an interpreter either call or come into the surgery and we will be happy to arrange the service. Please inform us at least 3 days before your appointment. The service covers a large range of languages.

Forms and Letters

Doctors filling in forms (e.g. insurance claims) or writing letters during surgery causes delays for other patients. Please allow at least five working days before collection of any completed forms or letters. A charge will be made for any forms filled or letters written not covered by the NHS.  A list of charges for NHS services is available to view either in Reception or on our website

Services Outside The NHS

 Not all services provided at the practice may be covered under the NHS. These services may include:
Private certificates, Holiday cancellation certificates, Fitness to travel, BUPA, PPP claim forms, Insurance certificates for continued sickness and Letters (e.g. housing, schools).

The practice will charge a fee for the provision of these services in line with the recommended BMA rates.

Lists of fees are available to view in the reception or via the practice website

NHS Constitution

A copy of the Handbook to the NHS Constitution is available to view on our website


Your Neighbourhood Professionals. Just a Click Away!
21-B South Norwood Hill , South Norwood, London, SE25 6AA
  • Telephone 020 8653 0635
Website supplied by Oldroyd Publishing Group
Your Neighbourhood Professionals. Just a Click Away!
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