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Upper Tooting Surgery

219 Upper Tooting Road, London SW17 7TG  020 3883 5600


Our Policies



Our Mission Statement


We will welcome you and treat you with dignity and respect


We will make every possible effort to address your needs

We will help you to be responsible for your own health

We will ensure that you are an equal partner in health care decisions which affect you and your family

We will help you to feel part of a healthy community

Practice Complaints Policy


We recognise that problems may arise with services we provide. Should you wish to make a complaint about us or our work, we give you the following undertakings:


We will acknowledge your complaint in writing within two working days and will include details of the practice complaint procedure;


We will give you a written explanation within 10 working days;


We will offer you the opportunity to discuss your complaint with our Practice Manager in private;


If you complaint involves your doctor, we will offer you the opportunity to discuss it with the doctor involved or, alternatively, with our Senior Partner, Dr Penelope Smith.


Your Health Records





The Health and Social Care Act 2012 legally requires GPs to release electronic medical records of all registered patients, in an identifiable form, to a new central records database called care.data. The records will contain all coded data about you, but no free text. It will include your NHS number, so you could be easily identified from it. After processing, we are told that the identifiable information will be removed, but we have to take Minister's and Civil Servant's  word for this.


We regard this as a serious and unnecessary breach of patient confidentiality and we have no confidence in the security of this system. However as a GP practice we are legally obliged to provide this information in the next few weeks UNLESS you object. 


If you object to your personal, identifiable medical records leaving the practice, you must inform reception immediately.

We Promise


• Not to divulge to your relatives, friends or any other third party, either in writing or verbally, any information about you without your written permission. Any information means: the results of any investigations (eg blood test, x-rays, pregnancy tests); the nature and severity of any illness you may have or suspect you may have; any other personal information and any information we receive from a non-medical source (eg Social Services, insurance companies).

• To allow you access to information we keep on you, provided that this information does not identify or provide information about third parties not directly involved in your care. The law allows us to withhold information about you on the very rare occasions that we might have concerns that such information might cause serious harm to your health.


We Will


When requested, provide complete information about your medical status to:

• Social Services - with your written permission, except in situations where there is serious concern about a child in your care, where information may be passed on for Child Protection purposes. We would always tell you if we were doing this, however.

• Other health providers legitimately involved in your care (according to Caldicott criteria*).


We will not divulge any information about you without your consent unless ordered to do so by the Courts, or for Child Protection purposes, or in an emergency to protect you, or other people, from death or serious harm.


In Return


Please do not allow your relatives and/or friends to approach us for information about you unless you have provided us with your written permission.


* Dr Stephen DeWilde is the Caldicott Guardian for the Practice. See here for information on the Caldicott Principles.

Mobile Phones


We would request that your mobile phone is switched off while you are on the premises.


Zero Tolerance


We strongly support the NHS policy on zero tolerance of abuse. Anyone attending the surgery who abuses the GPs, staff or other patients, be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.
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