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Practice Charter

Your Rights

  • You have the right to confidentiality.

  • You have a right to information and answers to questions about your own health and in particular:

Any illness and its treatment

Possible alternative forms of treatment

Possible side-effects

Prevention and avoidance of illness recurring

Any proposed investigations

  • You have the right to see your medical records, subject to the limitations of the law (Data Protection Act 1990) and you have access to those records written after 1 November 1991.

  • You have the right to choose whether you may take part in medical research or medical student training.

We Aim At All Times To

  • Treat you as an individual with respect at all times, irrespective of your ethnic origin, religious belief, personal attributes, or the nature of your health problems.

  • Provide a same-day emergency appointment if you need to see the doctor urgently, though that appointment will be with the available doctor at the time and not necessarily at a time of your own choosing.

  • See you normally within 20 minutes of your appointment time, though we would like to remind you that the doctor may have to deal with medical emergencies which must take priority over routine appointments. When there is a longer delay patients will be informed and an explanation given.

Freedom Of Information (2006) Act

We comply with this and details are available from the practice manager.

Training Practice

Thorkhill Surgery has been approved as a training practice. We are involved in the training of hospital doctors who are fully qualified and hold a wide range of hospital experience.

We also take on medical trainees from St George's Hospital. All training is overseen by Dr Taki.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. 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.


This practice operates a complaints procedure as part of the NHS system for dealing with complaints. If you have a complaint or concern about the service you have received from the doctors or staff at this practice, please send this to our practice manager. This can be done by phone to arrange a meeting to discuss the matter or, alternatively, you may wish to put your complaint in writing.

If you believe your complaint cannot be resolved at practice level, you have the option to approach:

NHS England
PO Box 16738
B97 9PT

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