Introduction
This Patient Charter sets out the rights and responsibilities of patients registered with The Willesden Medical Centre and Outlines the standards of service you can expect from the practice. It also explains what we ask of our patients in order to provide high-quality, safe, and effective care.
Our Commitment to Patients
We are committed to providing care that is:
- Safe ‒ protecting patients from avoidable harm.
- Effective ‒ delivering evidence-based care that meets individual clinical needs.
- Patient-centred ‒ involving patients in decisions about their care and respecting their preferences.
- Timely ‒ ensuring access to services within reasonable timescales and prioritising urgent cases.
- Equitable ‒ offering healthcare without discrimination of any kind.
- Respectful ‒ treating patients with dignity, compassion, and courtesy at all times.
Patient Rights
As a registered patient, you have the right to:
- Be registered with a named GP.
- Access healthcare services regardless of age, gender, disability, race, sexual orientation, or religion.
- Receive appropriate treatment and care to meet your clinical needs.
- Be involved in decisions about your treatment and care, and to be given sufficient information to make informed choices.
- Request a second opinion or referral where clinically appropriate.
- Access your medical records in accordance with data protection legislation.
- Expect that your personal health information will remain confidential and secure.
- Provide feedback or make a complaint, and to have this addressed in line with NHS complaints procedures.
Patient Responsibilities
To help us provide safe and effective care, we ask that you:
- Treat all staff, other patients, and visitors with respect and courtesy.
- Attend appointments punctually and notify the practice if you are unable to attend.
- Use urgent and emergency services appropriately.
- Provide accurate and up-to-date information about your health, medication, and contact details.
- Follow agreed treatment plans and take medication as prescribed.
- Request home visits only when you are medically unable to attend the surgery.
- Contribute to the efficient use of NHS resources.
Confidentiality and Information Governance
All patient information treated in line with the General Data Protection Regulation (GDPR) and NHS confidentiality policies. Information will only be shared with other healthcare providers involved in your care, unless you provide explicit consent or disclosure is required by law.
Feedback and Complaints
We are committed to continuous improvement and value patient feedback.
- Comments, suggestions, or concerns may be submitted verbally, in writing, or via our website.
- Formal complaints will be investigated in line with the NHS Complaints Procedure, and you will receive a timely response.
Review
This charter will be reviewed regularly to ensure it remains consistent with NHS standards, national guidance, and patient needs.
This document is not legally binding but reflects the standards of care and mutual respect expected at The Willesden Medical Centre.