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FAQ – GP Practices

Patient Charter

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Earl's Court Health & Wellbeing Centre

Urgent Care

FAQ - Urgent Care

Patient Charter

Useful Services and Links
Patient Charter

These are the standards set within this service for the benefit of our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health, it is important for you to understand all the information given to you. Please ask questions if you are unsure of anything.

Our Responsibilities to you:

We will endeavour to treat you with courtesy, respect and sensitivity at all times. Patients will be treated as individuals and partners in their health care, irrespective of their ethnic origin, religious and cultural beliefs, gender, social class, disability or age.

We strive to maintain the highest standards of medical practice at all times. The doctors and health professionals concerned maintain these standards through continuing audit of your care and through professional learning.

Our Vision:

Our vision is to provide high quality care, treating each patient as an individual and working with local partners to deliver integrated care.

How we use personal data - Privacy Policy:

Greenbrook Healthcare takes its responsibilities regarding 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 Act regulations. Please click here  to see a copy.

Greenbrook Healthcare Safeguarding Children and Young People and Adults at Risk Declaration May 2018:

Greenbrook Healthcare is committed to the protection and safeguarding of all who use their services including children and young people and adults at risk. The Organisation ensures that the outcomes for both children and adults are improved by having robust arrangements in place, safeguarding children and adult policies, pathways and an audit plan which are reviewed on a regular basis.
Greenbrook Healthcare meets statutory requirements by ensuring that all staff employed   undergo a Disclosure and Barring (DBS) check prior to employment. Checks are enhanced or standard depending on the role. All roles where employees have direct contact with service users are subject to an enhanced DBS check.

All staff undertake relevant safeguarding children training which is commensurate with their roles and in line with national guidance. This is regularly reviewed to ensure that it is up to date. Safeguarding children and adult supervision is undertaken with key professionals and frontline staff ensuring best practice and improved outcomes for children.

The Organisation has named safeguarding professionals who lead on issues in relation to safeguarding, are clear about their roles and work closely with other health providers and the wider multidisciplinary team.

Complaints and Suggestions:

We shall give you a full and prompt reply to any complaints you make about the service we provide and try and change the way we work if this would improve care or standards to you and others. In the event of a complaint, patients have access to the Service’s Complaints´ Procedure. This can be accessed via the Complaints Manager.

Waiting time:

We run an appointment system at this services. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.

Access (GP Practice patients):

You will have access to a doctor rapidly in the case of an emergency. We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery. We will try to offer all patients access to a doctor within 48 hours and a nurse within 24 hours for medical problems of any kind although it will not always be possible to offer an appointment with the doctor or nurse of your choice. You will be referred for appropriate investigations, consultant opinions and care at a hospital or clinic when both you and the doctor treating you agree it is necessary and would be of benefit.


We will try to answer the telephone promptly and ensure that there are sufficient staff members available to do this.

Test results:

If you have undergone tests or X-rays ordered by the service we will follow up any abnormal results and treat as necessary.


We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.

Health promotion:

The service will offer patients advice and information on steps they can take to promote good health and avoid illness and self-help which can be undertaken without reference to a doctor in the case of minor ailments. The Nurses are happy to discuss health promotion with any interested patients.

Your responsibilities to us:

All patients:
  • Please remember, you are responsible for your own health and the health of any of your children. We will give you our professional help and advice. Please act upon it.
  • We ask that you treat the doctors and service staff with courtesy and respect. Abusive or threatening behaviour will not be tolerated and will result in removal from the service and if registered with one of our GP practices, removal from our list.
GP Practice Patients only:
  • Please let us know if you change your name, address or telephone number.
  • Please do everything you can to keep appointments. Tell us as soon as possible if you cannot; give 24 hours' notice if possible.
  • If you are referred for a hospital outpatient appointment – please keep it or if you cannot, inform the hospital NOT the surgery as soon as possible. The NHS can ill afford to have appointments unused. It is also very important to tell the hospital of your new address if you are on a waiting list for an operation.
  • 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 calling during peak morning time for non-urgent matters.
  • Test results take time to reach us. The practice will contact you should any treatment or follow up be required. Enquiries about tests ordered by the hospital should be directed to that hospital, not to the practice.
Patients treated for Drug Addiction may be required to sign a Contract Agreement.
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