We are delighted to announce that Dr Sabir Zaman has joined our practice as a new GP partner. Dr Zaman is a highly respected and well-known figure in our local community, bringing with him a wealth of experience and a deep commitment to patient care.

Dr Zaman is dedicated to providing compassionate and comprehensive healthcare to all our patients. His approach aligns perfectly with our practice's values of delivering high-quality, patient-centred care.

Dr Zaman is looking forward to meeting and working with our patients and contributing to the continued success and growth of our practice. We are confident that his expertise and passion for healthcare will be a tremendous asset to our team.

Please join us in welcoming Dr Zaman to our practice. We are excited about the positive impact he will have on our community and the exceptional care he will provide.

Thank you for your continued trust and support.

Named GP Scheme

All patients registered at this practice have a named, accountable GP who is responsible for overseeing their overall care under the NHS Named GP Scheme. This does not limit your choice of doctor, and you can still see any GP or nurse within the practice as usual. Your named GP will take responsibility for coordinating your care where appropriate. If you would like to know who your named GP is, please ask a member of our reception team, who will be happy to assist you.

Privacy Notice – How We Use Your Information

We are committed to protecting your personal data and respecting your privacy. This practice collects and processes your personal information, including medical records, to provide you with safe and effective healthcare. We use your information for purposes such as diagnosis, treatment, prevention of illness, and the management of healthcare services. Your data may also be used for administrative purposes, clinical audit, and to meet legal and regulatory requirements.

We process your information in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018, ensuring it is kept secure and confidential at all times. We only share your information with other healthcare professionals and organisations involved in your care, or where there is a lawful basis to do so, such as safeguarding concerns or legal obligations.

You have the right to access your information, request corrections, and, in certain circumstances, object to how your data is used. If you have any questions about how your information is handled, or wish to exercise your rights, please contact the practice.

We have now moved to a total triage service. This means that all appointment, medical and admin requests must be submitted through our triage service on https://accurx.nhs.uk/patient-initiated/F84083

Our triage service is available from 8:00am - 6:30pm Monday - Friday.

If you are unable to do this on your own, please call the surgery and a member of our reception team will be happy to support you.

Thank you.

Accessibility Statement

We are committed to ensuring our services are accessible to all patients and to meeting the requirements of the Accessible Information Standard. This means we identify, record, flag, share and meet the information and communication needs of patients with a disability, impairment or sensory loss.

Our practice is fully wheelchair accessible, and we have made reasonable adjustments to ensure patients with mobility needs can access our premises and services comfortably. We also have a hearing aid support system available to assist patients with hearing difficulties, and we can provide information in alternative formats such as large print where required.

Our staff are happy to support patients who need additional assistance. This includes helping with completing online forms, such as total triage requests, as well as providing general guidance when accessing our services. We are committed to treating all patients with dignity and ensuring everyone can access care safely and effectively.

If you have any specific communication or accessibility needs, please inform a member of our team so we can make appropriate arrangements.

Complaints and Feedback

We aim to provide the highest standard of care. If you are unhappy with any aspect of our service, we welcome your feedback so we can improve.

How to Make a Complaint

You can raise a concern or complaint by:

• Speaking to a member of our reception team
• Writing to the Complaints manager and emailing us on:

nelondonicb.f84083-workflow@nhs.net

•  We will acknowledge your complaint within 3 working days.

What Happens Next

• We will investigate your concerns thoroughly
• You will receive a full response within 10–20 working days
• If more time is needed, we will keep you informed of progress

If You Are Not Satisfied

If you are unhappy with our response, you can escalate your complaint to:

The Parliamentary and Health Service Ombudsman (PHSO)

Parliamentary and Health Service Ombudsman
They make final decisions on unresolved NHS complaints.

• Website: www.ombudsman.org.uk
• Telephone: 0345 015 4033

Care Quality Commission (CQC)

Care Quality Commission
The CQC regulates health and care services in England.

Please note: The CQC does not investigate individual complaints but welcomes feedback about services.

• Website: www.cqc.org.uk
• Telephone: 03000 616161

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.

Our Practice staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.  The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive behaviour will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

• Using bad language or swearing at practice staff
• Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
• Verbal abuse towards the staff in any form including verbally insulting the staff
• Racial abuse and sexual harassment will not be tolerated within this practice
• Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
• Causing damage/stealing from the Practice's premises, staff or patients
• Obtaining drugs and/or medical services fraudulently
• We ask you to treat your GPs and their staff courteously at all times.

The Practice supports the Zero Tolerance stance adopted by the NHS.

The HSE (Health and Safety Executive) defines work-related violence as:

"Any incident, in which a person is abused, threatened or assaulted in circumstances relating to their work".

Violence and aggression towards a person may also be defined as:

"A physical contact with another person which may or may not result in pain or injury. The contact is uninvited and is an attempt to cause harm, injury or to intimidate. Non-physical aggression includes the use of language which causes offence or threatens the safety of a member of staff".

REMOVAL FROM THE PRACTICE LIST

The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. We value and respect good patient-doctor relationships based on mutual respect and trust. When trust has irretrievably broken down, the practice will consider all factors before removing a patient from their list, and communicate to them that it is in the patient’s best interest that they should find a new practice. An exception to this is in the case of immediate removal on the grounds of violence e.g. when the Police are involved.

The National Health Service (General Medical Services Contracts) Regulations 2015

NHS England » You and your general practice