Queens Park Health Centre, Dart Street, London, W10 4LD

Online: Contact Us Online
Telephone: 020 8969 2626 ( Out of Hours: 111 )

National Health Service Logo

Practice Polices & Service Information

This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


Carers

It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. We have an established Carer's policy and a Carer's information pack available from Reception.

Top of Page

Chaperones

This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. The chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present i.e. a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible, we will endeavour to provide a formal chaperone at the time of request. However, it may be necessary to re-schedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our Chaperone Policy.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this, please contact the Practice Manager. 

Top of Page

Annual Infection Control Statement

This practice is committed to the control of infection within the building and in relation to the clinical procedures carried out within it. This statement has been produced in line with the Health and Social Care Act 2008 and details the practice’s compliance with guidelines on infection control and cleanliness between the dates of 13.3.2019 and 15.3.2019.

Continue reading our 'Annual Infection Control Statement'.

Top of Page

Mission Statement

Shirland Medical is a well-established GP surgery committed to providing high quality general medical care and enhanced services to our practice population with a holistic approach.

Continue reading our Mission Statement here.

Top of Page

Complaints

We always try to provide the best service, but there may be times when you feel this has not happened or things could have been handled better. We hope you will allow us to look into and, if necessary, correct any problems that you have identified. If you wish to make a complaint, please complete a complaint form which you can obtain from reception within 12 months of the incident and address it to the Practice Manager. We will acknowledge your letter within 3 working days and endeavour to respond within 28 days. During the Coronavirus pandemic this process is likely to take longer and we ask for your understanding of this. 

A leaflet explaining our in house complaints procedure is available at reception.

Top of Page

Missed Appointments Policy

10% of all appointments are missed. This affects your ability to get an appointment when you need it.

Please let us know if you are unable to make your appointment.

If you have received a text regarding a missed appointment, please view our letters if you have:

FIRST MISSED APPOINTMENT LETTER

According to our records, you have booked and then did not attend for an appointment

We understand that on occasions there may be genuine reasons why you are unable to attend an appointment. Please contact us to let us know if there were reasonable grounds for your non-attendance on this occasion.

As a practice, we have approximately 200 unattended appointments per month. We deal with non-attendance and lateness proactively so that our services are not strained. We normally send two notifications for missed or late appointments before further action is considered.

Wasted appointments may mean another patient who wants to see their GP or Practice Nurse is unable to due to limited availability. We respectfully request that if something arises, meaning you may miss or may be late for an appointment in the future, that you kindly let us know at least an hour in advance. Your appointment can then be given to someone else and a new one can be offered to you if needed.

If you have any queries regarding this matter, please do not hesitate to contact the surgery. Again, if you feel this communication has been issued to you in error and there was a specific reason why you were unable to attend, then please inform us. Thank you for your co-operation.

SECOND MISSED APPOINTMENT

You may recall we contacted you previously informing you of an appointment ou had missed. According to our records, it appears you have missed another appointment.

We understand that on occasions there may be genuine reasons why you are unable to attend an appointment. Please contact us to let us know if there were reasonable grounds for your non-attendance on this occasion. This is the second time we have had to contact you within the last 12 months regarding missed appointments. We feel there may be a breakdown in patient-practice relationship if a further appointment is missed. Please take this as your second notification, if you fail to attend for a further appointment we will be considering removing you from our practice list and you will need to find another practice to register with.

Removing a patient from our registered list is always a last resort, but we have to take the matter of wasted appointments seriously, as it is a strain on our resources and affects the level of service we are able to give to other patients.

May we take this opportunity to respectfully request again that if something arises, meaning you may miss or be late for an appointment in the future, please kindly let us know at least an hour in advance, so your appointment can be given to someone else and a new one can be offered to you if needed.

If you have any queries regarding this matter, please do not hesitate to contact the surgery. Again, if you feel this communication has been issued to you in error and there was a specific reason why you were unable to attend or were late, then please inform us. Thank you for your cooperation.

Top of Page

Patient Charter

The doctors and staff are committed to providing a high quality medical service to our patients, and to treat all patients and visitors with respect and courtesy. We will endeavour to provide you with or direct you to such diagnostic, therapeutic and preventative services as will ensure the best outcome for your problems within the constraints of what is possible, reasonable and practicable.

We ask that patients and their families treat us with respect and courtesy. The health centre has a policy of removing any patient from our list who is verbally or physically abusive towards staff or other patients.

Top of Page

Patients Responsibilities

All patients are responsible for keeping their appointments and updating the practice if they change their name, address and telephone number etc.

Top of Page

Statement of Purpose

Please download the Shirland Medical Statement of Purpose here.

Top of Page

Zero Tolerance to Violence Policy

The Practice takes it very seriously if a member of staff 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.

To continue reading our Zero Tolerance to Violence Policy click here.