Broad Lane Surgery

71 Broad Lane, Hampton, TW12 3AX

Telephone: 020 8979 5406

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Responsibilities of Practice & Patients

We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.

The care of your health is a partnership between yourself and the practice team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Our responsibility to you:

  • You will be greeted courteously
  • You have a right to see your medical records subject to the limitations of law (ask a member of staff for a “patient NHS records” leaflet for more details)
  • You will be seen the same day if your problem is urgent
  • You will see the GP of choice whenever possible
  • You will be kept informed if there is a delay of more than 20 minutes for your appointment
  • You will be referred to a consultant when the GP thinks it necessary
  • You will be given results of any test or investigation on request or at your next appointment
  • Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly

Your responsibility to us:

  • Please treat all staff with respect
  • Tell us of any change of name or address so that our records are accurate
  • Do not ask for information about anyone other than yourself. Only patients that have given written consent for other named individuals to collect items from the practice on their behalf and the named individual has appropriate ID will documents be handed over – this is for all items or information.     
  • Only request urgent appointments if appropriate.
  • Requests made for Home Visits should only be made if you are Housebound or too ill to attend surgery
  • Please be punctual, but be prepared to wait if your GP is delayed due to an emergency
  • Please cancel your appointment if you are unable to attend
  • Please allow sufficient time for letters or test results to reach us
  • We would be pleased to hear when you feel praise is due