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DOCUMENTS

Please check here for news, information and updates about The Argyle Surgery. This section also contains links to our privacy policy, patient charter and publication scheme.

Newsletters

To download the Summer 2012 newsletter, click here.

The Winter 2011 newsletter can be downloaded here

The Summer 2011 Newsletter can be found here

The Winter 2010 newsletter can be found here.

Patient Participation Group (PPG)

2013-2014 PPG Survey- To see the combined report of the results of the initial consultation of the PPG and the wider survey, click here.

2012-2013 PPG Survey-To see the results of the initial consultation of the PPG, click here.
To see the results of the the survey, click here.

2011-2012 PPG Survey- To see the results of the initial consultation of the PPG, click here.
To see the results of the the survey, click here.

You'll need a suitable PDF file reader (such as Adobe Acrobat) to see the results.

Our Patient Charter


Mission Statement
To offer a high standard of Primary Health Care to our patient population, ensuring that the service is provided by professionally competent, caring and motivated staff.

Patients should be:
able to register with the practice if they live in the Surgery's Registration area. They have the right to express preference of a practitioner when they register.
able to change doctor if desired.
offered a health check on joining the practice.
receiving appropriate drugs and medicines.
referred for specialist or second opinion if they and the GP agrees.
Patients have the right to view their medical records, subject to the Acts.
should be treated fairly on the basis of need and not discriminated against on the basis of race, age, sex.
informed by the receptionist if surgeries are running late.
care treatment will be given only with patients' informed consent.

To help our staff to help you:
Please be patient and appreciate that all staff are trying to do their best.
Please ask us why if the doctor or nurse is delayed - there may be an emergency.
Please ask us if there is anything you do not understand.
Please let us know if the service from us is deficient in any way.
Please be courteous to the staff at all times - remember they are working under doctors' orders. In the event of violence or abuse by the patient, the Surgery operates a zero tolerance policy which may result in removal from the practice list.
Please attend appointments on time. If you are more than 10 minutes late for your appointment you may have to re-book! Please telephone the Surgery giving adequate notice if you are unable to keep the appointment. Someone else could use your appointment.
An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available.
We only have 10 minutes for your appointment so prioritise your problems so that the important ones are discussed and you may wish to return for a further consultation for other problems.
Please write things down. The doctors are happy to receive information in writing about your needs prior to the consultation in order to make the best possible use of the time available
Please make every effort when consulting the surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience.
We require 48 hours' (7 days if posted) notice for repeat prescriptions. This allows for accurate prescribing.
Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary.

Referrals:
Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation
We will normally process non-urgent referrals within five working days of the patient consultation or the doctor's decision to refer.

Contact Details:
The Practice requires contact telephone numbers (home, work and mobile), details of next of kin and whether the patient is a carer or cared for by someone. This information is to be given to Reception and if details change please let us know.

Privacy and Confidentiality:
Patient identifiable information will not be used or disclosed for the purpose other than healthcare without the patient's explicit consent.
GPs, nurses, practice staff, clinicians if a referral is made, will have access to patients' records and no other person without the patient's explicit consent.
Anonymised data is also used by the PCT for certain purposes ie financial management strategic planning. The Practice advises all patients that they must let us know if they do not want representatives of the PCT to access their medical records. We will make every effort to ensure that their records are marked accordingly. A member of the reception staff team will be pleased to help you. Written consent is required for a third party to have access to medical information. Any data leaving the practice for research purposes will remain anonymous.
If at any time you would like to know more about how we use your information, you can speak to the person in charge of your care or the practice confidentiality lead who is: Dr Arjun Dhillon, Senior Partner or Mrs K Sams, Practice Manager.

The Department of Health gives further guidance on patient confidentiality and the disclosure of information. This can be accessed on The Department of Health Website under The NHS Confidentiality Code of Practice

Privacy Policy

Our full and compact Privacy Policy can be viewed here.

Complaints

The practice Complaints Manager is: Ms Kate Sams
This section is available as a leaflet from reception or to download by clicking here


Making a Complaint

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 in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:

  • Within 12 months of the incident,
  • or within 12 months of you discovering that you have a problem.

State your case clearly giving as much detail as you can. If you are a registered patient you can complain about your own care. You are unable to complain about someone else's treatment without their written authority. See the separate section on this page.

We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Ms Kate Sams
Practice Manager
The Argyle Surgery
128 Argyle Road
London W13 8ER


What we Do Next

We look to settle complaints as soon as possible. We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses. When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.


When the investigations are complete your complaint will be determined and a final response sent to you.

Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with. The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.


Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it. Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed. 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 circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.


If you are Dissatisfied with the Outcome

You have the right to approach the Ombudsman. The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
Website: www.ombudsman.org.uk


You may also approach PALS for help or advice;
The Patient Advice and Liaison Service (PALS) is based at Ealing PCT and provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS
Tel: 0800 783 5208

Medical Records

This section is available as a leaflet from reception or to download by clicking here.

Should you wish to view your medical record a valid written request should be accompanied by the appropriate fee. There is no requirement to allow immediate access to a record of any type.

The main legislative measures that give rights of access to health records include:

  • The Data Protection Act 1998 - rights for living individuals to access their own records. The right can also be exercised by an authorised representative on the individual's behalf.
  • The Access to Health Records Act 1990 - rights of access to deceased patient health records by specified persons.
  • The Medical Reports Act 1988 - right for individuals to have access to reports, relating to themselves, provided by medical practitioners for employment or insurance purposes.

In order to gain access to your medical record you must first write to your GP or the Practice Manager and request a viewing OR complete the 'Patient's authority consent form for release of health records (manual or computerized health records)'. Your request can be refused if, for example, it is believed that releasing the information may cause serious harm to your physical or mental health or that of another person.

Under the Data Protection Act, requests for access to records should be met within 40 days. However, government guidance for healthcare organisations says they should aim to respond within 21 days.

You will be contacted by the Surgery to arrange a mutually agreeable date/time for viewing, generally with the secretary between 10 am and before 2 pm.

There is a non-refundable fee of £10.00 for viewing your medical record.

Where a copy of the records is required an additional fee will be payable which will not exceed £50.00 (including the £10 fee above).

If photocopies are taken and/or a computer printout has been printed all third party references will have to be removed.

Travel Advice

The Argyle Surgery offers many leaflets regarding travel. Some of these are specific to the areas you will be travelling to and may be available from the nurse/doctor during your travel health consultation.

Our generic travel advice leaflets are available from reception or by clicking on the download links below.



For general travel advice, click here.
For advice to patients with Asthma who are planning to travel, click here.
For advice to patient with Diabetes who are planning to travel, click here.
For advice to patients who are planning to travel to areas with high altitude, click here.
For advice to patients who are planning on taking part in the Hajj, click here.

For any other advice queries, please contact reception to book yourself an appointment with a nurse or doctor.