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Florence Road Surgery

& Bramley Road Surgery

Florence Road Surgery
Bramley Road Surgery

Tel: 020 8567 2111 


Practice Charter


Patient’s Rights and Responsibilities


You will be treated as an individual and will be treated with respect and courtesy at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems. In return we ask for your patience and co-operation when dealing with your healthcare needs.


Medical staff will advise you of the treatment they think is appropriate which you may discuss if you wish. No care or treatment will be given without your informed consent. Urgent referrals will be made within 24 hours. If a doctor agrees that a routine referral is necessary, this will be completed and sent within 5 working days. If you have not heard from the hospital after 4 weeks, please contact us. Private referral letters can also be arranged.


If you no longer require an appointment to see one of the health care professional at the surgery, please call us to cancel. This will allow other patients to be seen more efficiently. It is very important that you notify us immediately if you change your name, address or your telephone number. If we, or other health care professionals, are unable to contact you, standards of care can be compromised.


Practice’s Rights


The doctors and staff at the surgery have very demanding and challenging jobs and all our staff involved in patient care endeavour to support patients in an empathic and professional way.

All members of staff have the right to carry out their work without the threat of violence or intimidation. We have a policy of removing from our list any patient who is physically or verbally abusive or threatening towards any member of our staff or other patients.


Use of Computers and Personal Health Information


We are registered under the Data Protection Act and have rigorous systems in place to protect your confidentiality. Personal health information is used to monitor the practices’ screening activities and to ensure that the appropriate health care advice is given. Access to patient identifiable information is restricted to the primary health care team at the surgery and the other clinical staff directly involved in a patient’s care e.g. hospital consultants. Ealing Primary Care Trust also hold some patient information for use in the call and recall of patients to immunisations and health screening programmes (e.g. cervical smears, breast screening).


We will not disclose any identifiable information about patients to outside agencies without the patient’s informed consent. Occasionally anonymous health information is sent to the PCT in order to monitor quality standards. If you are not happy for information about yourself to be used in this way, please contact the surgery.


Please see Patient Data page for more details.


Access to Health Records

You have the right to see your health records written since 1st November 1991, subject to limitations of the law. You will be asked to complete a request form.



Feedback and Complaints


We welcome any suggestions or comments as a positive way of improving the services we offer. Please ask at Reception for a Comment card which can be left in the Suggestion Box.  You can also send us your feedback on-line. 


The Practice Manager is responsible for dealing with any complaints and can be contacted at the surgery. Please click here for the practice complaints leaflet.

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