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.

Our Practice Charter

  • 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.

Patient's 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.

Freedom Of Information - Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available.


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 eg 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.


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.

Suggestions & Comments & Feedback

We welcome suggestions.. These can be made directly to individual members of staff or in writing to the Chief Executive or General Manager. Alternatively, a suggestions box is available in the reception area. Alternatively you can leave feedback on NHS Choices Website or via the IWantGreatCare Website.

Friends and Family

The Friends and Family was created to help us and commissioners to understand whether patients are happy with the service provided or where improvements are needed. It is a quick and anonymous way to give your views after receiving care at the surgery. Questionnaires are available at the surgery to complete. Alternatively you can visit and rate your visit and/or your GP. Patients, of whom we have mobile numbers, will automatically be sent a text message for rating after every appointment at the surgery.


We aim to provide the best services possible but there may be times when you feel this has not happened. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by them in person. If you feel you have grounds for complaint, please discuss these with the member of staff concerned, when it is hoped any problem can be resolved at once. However, should you not wish to speak to the person concerned, please contact our General Manager or Reception Team Leader either directly or in writing. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. A complaints leaflet is available from reception on our procedure.

Patients who have a comment or complaint which cannot be resolved locally with the practice can contact either NHS England or NHS Complaints Advocacy using the details below.

NHS England
PO Box 16738
B97 9PT
tel: 0300 311 22 33

NHS Complaints Advocacy
Mount Pleasant House
Huntington Road
Tel: 0300 330 5454

CQC (Care Quality Commissioning)
Tel: 03000 616161

Access to Medical Records

Under the Data Protection Act 1988, patients have the right to apply in writing for access to information about their health from any practitioner who is treating them.

Patients have the right to see their medical records and this can be arranged by writing to the General Manager. There is a charge made by the practice for this service (Access to computer records only £10, paper notes up to £50) and the practice has 40 days in which to provide the information. In certain circumstances the Act allows the practitioner to withhold access to patient health records.

Croydon CCG

Bernard Weatherill House
2nd Floor
Zone G
8 Mint Walk
Croydon CR0 1EA
Main Telephone:  020 3668 1300

Patient Advice and Liason Service (PALS)

Tel: 0800 4561517                  
(Monday - Friday 9.00am-5.00pm)

If no-one is available to take your call please leave a message on the answer phone and someone will ring you back.

Fax: 020 3049 4173

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.

Are You A Carer?

A Carer is someone that looks after a family member, partner or friend in need of help because they are ill, frail or have a disability. The care they provide is unpaid. If you are a Carer please let the receptionist or GP know. More information and support is available at Carers UK on 0808 808 7777.


Your Neighbourhood Professionals. Just a Click Away! Thornton Heath Dental Practice Linden Lodge Dental Practice
97 Parchmore Road, Thornton Heath, Surrey, CR7 8LY
  • Telephone 020 8251 4200
Practice Website supplied by Oldroyd Publishing Group
Your Neighbourhood Professionals. Just a Click Away! Thornton Heath Dental Practice Linden Lodge Dental Practice
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