Policies & Procedures


You may be asked if you either care for someone of you have a carer. If you are the main carer for a relative/friend and would like to be officially recognised please inform the practice and we will be able to give you information to be assessed by social services. Once registered as an official carer you might be entitled to a Carers Allowance from the benefits agency. Further information on Carers can be obtained by telephoning the Carers’ Agency on 0208 563 8019. For assessment needs of a carer or someone requiring a carer the Information and Assessment team should be contacted on 0208 753 5456.

Patients Charter

We have a patients charter, which is available from the reception desk. This informs you of our practice policies. Comments on how we can improve our service are welcome. If you have any suggestions, please let us know.

Clinical Commissioning Group

The practice has been included in the new governing arrangements for the NHS and is now part of the Hammersmith and Fulham Clinical Commissioning Group (CCG). Hammersmith and Fulham CCG are based at 15 Marylebone Road, London, NW1 5JD

Compliments, Complaints and Suggestions

We have a practice complaints policy which is available from reception. Our practice manager is available to speak to directly if necessary.
We welcome and consider comments and suggestions from our patients. Please present your views in writing at reception or speak to our practice manager or reception manager.

Patient Participation Group

We also have a patients’ participation group. Please contact the practice manager if you would like further information.

Access To Patient Information

All patients’ medical records are treated as confidential. Staff that may have access to records follow strict protocols relating to non-disclosure of information. Statutory rights of access apply to information under the Data Protection Act and Medical Record act.

There may be occasions when information about patients may need to be shared with other healthcare professionals i.e. hospital consultants, district nurses etc. This will only be done if its deemed necessary in the interest of the patient’s healthcare, and only when the identity and contact details of the healthcare professional requesting such information have been verified. Please indicate to the practice if you object to your information being shared with other healthcare professionals. If you require more information regarding share

You have a right to access your medical records. If you wish to access your records please speak to Pauline Patterson (data controller). A charge may apply.

Zero Tolerance

All staff at the surgery have the right to carry out their work without the threat of violence. The practice has a policy of removing from our list any patient who is physically or verbally abusive or threatening towards any member of our staff or other patients. We promise to treat all our patients with respect; in return, we feel our staff are entitled to the same respect.

Here at the Lillie Road Surgery we strive to offer you the very best care possible given the constraints of the NHS. To achieve this, however, we need your help. Please ensure that:

  • You keep the appointments you make or cancel as soon as possible if you cannot attend. This will allow others to use the appointment.
  • You show respect for all staff and other patients. This includes race, gender and disability.