Practice Policies & Patient Information
Complaints
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact the practice manager Jackie Holland who will deal with your concerns appropriately. A complaint can be made verbally or in writing. Alternatively, you can complain via email to reception.f82671@nhs.net. Please put an appropriate subject to the email so this can be directed to the Practice Manager in an appropriate and timely manner.
If for any reason you do not want to speak to a member of our staff, then you can request that the NHS Commissioning Board investigates your complaint. They will contact us on your behalf:
NHS Commissioning Board
Telephone: 020 8221 5750
Email: nelondonicb.complaints@nhs.net
In writing:
Complaints Department
NHS North East London
4th Floor – Unex Tower
5 Station Street
London E15 1DA
Advocacy support
This is service is provided by The Havering Integrated Advocacy Service. You can Contact them by:
Telephone: 020 7510 1081 or
01708 5606600
Email: havering.advocacy@mithn.org.uk
They can assist with writing letters and presenting your case, if necessary
GP NET Earnings
All GP practices are required to declare the means earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working in the Straight Road Surgery in the last financial year was £102,326 before tax and national insurance. This is for 1 full time GP and 1 locum GP who worked in the practice for more than 6 months.
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.
Why do I need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.
This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.
Who can see it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I know if I have one?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP.
Do I have to have one?
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.
More Information
For further information visit the NHS Care records website.
Violence Policy
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.
Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.