Telephone:

We will try to answer the telephone promptly and ensure GP Practice Patients only: that there are sufficient staff members available to do this

Test results:  Please let us know if you change your name, If you have undergone tests or X-rays ordered by the address or telephone number. service we will follow up any abnormal results and treat as  Please do everything you can to keep appoint- necessary. ments. Tell us as soon as possible if you cannot; give 24 hours' notice if possible. Information:  If you are referred for a hospital outpatient ap- pointment – please keep it or if you cannot, in- We will give you full information about the services form the hospital NOT the surgery as soon as we offer. Every effort will be made to ensure that you possible. The NHS can ill afford to have appoint- receive the information which directly affects your ments unused. It is also very important to tell the health and the care being offered. hospital of your new address if you are on a waiting list for an operation. Health promotion:  Please ask for home visits by the doctor only when the person is too ill to visit surgery.  Please keep your telephone call brief and avoid Gladstone Medical Centre The service will offer patients advice and information on calling during peak morning time for non-urgent steps they can take to promote good health and avoid matters. Practice Charter illness and self-help which can be undertaken without Test results take time to reach us. The practice reference to a doctor in the case of minor ailments. The  Nurses are happy to discuss health promotion with any will contact you should any treatment or follow interested patients. up be required. Enquiries about tests ordered by the hospital should be directed to that hospital, not to the practice.

Your responsibilities to us: All Patients

Please remember, you are responsible for your own health and the health of any of your chil- dren. We will give you our professional help and advice. Please act upon it. Tel: 020 8102 9108 Fax: 020 8208 8408 Email: [email protected] Www.gladstonemedicalcentre.nhs.uk  We ask that you treat the doctors and ser- vice staff with courtesy and respect. Abu- Gladstone Medical Centre sive or threatening behaviour will not be 5 Dollis Hill Lane tolerated and will result in removal from Neasden the service and if registered with one of LONDON NW2 6JH our GP practices, removal from our list. Gladstone Medical Centre meets statutory requirements by Our Responsibilities to you: Access (GP Practice patients): ensuring that all staff employed undergo a Disclosure and Barring (DBS) check prior to employment. Checks are en- You will have access to a doctor rapidly in the case of hanced or standard depending on the role. All roles where

employees have direct contact with service users are subject to an emergency. We will arrange a home visit as appropri- We will endeavour to treat you with courtesy, respect and an enhanced DBS check. ate for those who are too ill or infirm to be brought to sensitivity at all times. Patients will be treated as individuals the surgery. We will try to offer all patients access to a and partners in their health care, irrespective of their ethnic All staff undertake relevant safeguarding children training doctor within 48 hours and a nurse within 24 hours for origin, religious and cultural beliefs, gender, social class, which is commensurate with their roles and in line with na- medical problems of any kind although it will not al- tional guidance. This is regularly reviewed to ensure that it is disability or age. ways be possible to offer an appointment with the doc- up to date. Safeguarding children and adult supervision is undertaken with key professionals and frontline staff ensuring tor or nurse of your choice. You will be referred for We strive to maintain the highest standards of medical prac- best practice and improved outcomes for children. appropriate investigations, consultant opinions and care tice at all times. The doctors and health professionals con- at a hospital or clinic when both you and the doctor cerned maintain these standards through continuing audit of The Organisation has named safeguarding professionals who treating you agree it is necessary and would be of bene- your care and through professional learning. lead on issues in relation to safeguarding, are clear about their fit. roles and work closely with other health providers and the wider multidisciplinary team. How we use personal data - Privacy Policy:

Gladstone Medical Centre takes its responsibilities regard- ing personal data very seriously. Information about the personal data we use and how we process it is available in our privacy policy, which complies with current General Data Protection Regulations (GDPR) and Data Protection Complaints and Suggestions: Act regulations. Please click here to see a copy. We shall give you a full and prompt reply to any com- plaints you make about the service we provide and try and change the way we work if this would improve care Gladstone Medical Centre Safeguarding or standards to you and others. In the event of a com- Children and Young People and Adults at plaint, patients have access to the Service’s Complaints´ Risk Declaration 2018: Procedure. This can be accessed via the Complaints Manager. Gladstone Medical Centre is committed to the protection and safeguarding of all who use their services including children and young people and adults at risk. The Organisa- tion ensures that the outcomes for both children and adults Waiting time: are improved by having robust arrangements in place, safe- We run an appointment system at this services. You will Gladstone Medical Centre guarding children and adult policies, pathways and an audit be given a time at which the doctor or nurse hopes to be 5 Dollis Hill Lane Neasden plan which are reviewed on a regular basis. able to see you. You should not wait more than 30 minutes in the waiting room without receiving an expla- LONDON NW2 6JH nation for the delay. Phone: 555-555-5555 Fax: 555-555-5555 E-mai: [email protected]