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Winchmore Hill Practice 
Dr Noor, Dr Sankaran, Dr Takla, Dr Shah

Practice Charter

What You Can Expect From Us:


•   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.

•   Provide prompt high quality care to the meet the needs of the individual patient

•   Confidentiality on all matters

•   Information and answers to questions about your own health and in particular: your illness and its treatment; possible alternative forms of treatment; possible side effects of any medication prescribed; prevention and avoidance of illness; any proposed investigations or referrals.

•   The right to see your medical records, subject to limitations of the law (Data Protection Act 1990)


What We Expect From You


•   The care of your health is a partnership between yourself and the Practice Team. The success of that partnership depends on a number of factors. In particular, we ask you to:

•   Be courteous to all staff. Violent, aggressive or abusive behaviour will not be tolerated and will lead to your removal from our patient list.

•   Plan your repeat prescription requests well ahead, especially around Public Holiday times. Attend appointments on time and, if you need to cancel, do so at least 24 hours in advance - we endeavour to see patients promptly but please remember that surgeries may from time to time run late due to the needs of patients, particularly if a patient is acutely unwell and requires protracted attention. We are grateful for the understanding and patience shown during such times.

•   Please only request a home visit if you are housebound or bedridden.

•   Please keep your telephone call brief and avoid calling during peak morning time for non-urgent matters.

•   Make responsible use of all appointments, particularly emergency appointments.

•   Test results take time to reach us. It is your responsibility to contact the practice to check the results.  Enquiries about tests ordered by the hospital should be directed to that hospital, not to the practice.

•   Use out of hours services in an appropriate way for medical emergencies only.



Zero Tolerance Policy


The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way.


The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.


However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.


In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

  • Using bad language or swearing at practice staff
  • Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
  • Verbal abuse towards the staff in any form including verbally insulting the staff
  • Racial abuse and sexual harassment will not be tolerated within this practice
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
  • Causing damage/stealing from the Practice's premises, staff or patients
  • Obtaining drugs and/or medical services fraudulently
  • We ask you to treat your GPs and their staff courteously at all times.
  • Removal from the practice list
  • A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.


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