Registering as a Patient
Patients who wish to register must live within the practice boundary. The practice may refuse an application to join its list if you do not reside in our area. We will not refuse to accept you on the grounds of race, gender, social class, age, religion, sexual orientation, appearance, disability or medical condition. You can either call or visit the surgery, or alternatively download and complete the registration forms. Please note, to process your registration, all forms need to be completed. You will also need to produce some form of photographic ID (e.g. a passport) and documents with proof of your address (e.g. a utility bill).
Please bring in your signed medical cards if available and complete the practice’s registration forms for each person requesting to join the practice. Once you have completed the forms, you will be registered with the practice and we shall apply for your full medical records from the health authority. This may take usually up to fourteen days to receive from your previous medical practice.
All new patients get a health questionnaire to complete and a ‘new patient check’ appointment with the practice nurse. It is essential that you attend this appointment. This is to enable us to evaluate your medical requirements, concerns and discuss your medication.
Once registered, you have the right to see the doctor.
We will be pleased to see anyone staying with, or visiting you, if they require a doctor or a nurse and cannot get to their own medical practice due to distance.
Surgery operates a full appointment system with surgeries
twice a day. Three times on Wednesday.
If you have a medical problem which you feel needs
attention on the same day please telephone as early as possible
after 8.00am (and certainly before 10.30am).
We are able to accommodate people with urgent problems during
our surgeries. These appointments are short and are intended
for the urgent problem only. If you have other concerns about
your health please ask the doctor about them, but make a routine
Please telephone rather than 'call in' for urgent appointments
- this helps us run the system more efficiently - for you
We understand emergencies can arise during the day, and we
operate a duty-doctor system for this purpose.
However, the doctors do need to plan their day so that they
can use their time efficiently so please whenever possible
follow the advice above and phone early after 8.00am. And
please do not go to school or work and then ring us!
Access to your Medical Record
All patients have the right to see what is kept on their medical
record. If you want to view your record, please make a written
request to the practice manager. You are also entitled to
receive a copy of the information you have seen, please note
that a charge is made for the administration and time involved.
Should your doctor decide that seeing your records might put
your health at risk, you may only be shown part of your records
or your request may be declined.
Sharing your Medical Record
In some instances, you may be receiving care from other people
as well as the NHS. We may need to share some information
about you with them, so that we can all work together for
your benefit. Anyone who receives confidential information
about you from us is under a legal duty of confidence.
We will only give your relatives, friends and carers information
if you want us to. We will only do this with your written
consent and you may ask to view this information before it
The practice records the majority of the information it obtains
about patients in a computerized record. The system used by
the practice is part of the NHS National Programme for IT
Access to patient identifiable information is strictly controlled
by local and national confidentiality controls. Access is
only allowed to people directly involved in their care.
The practice takes confidentiality very seriously and maintains
strict controls over access to information.
Confidentiality for the under
Teenagers are entitled to the same confidentiality as adults;
this includes children over thirteen years of age providing
the doctor or nurse feels they are capable of making decisions
about their own health.
All practice staff including receptionists following strict
guidelines to ensure patient confidentiality.
Patients over thirteen are entitled to visit any doctor that
is willing to provide contraceptive services without having
to register with that practice.
Violence and Aggression
The Anerley Surgery re-affirm their commitment to do everything
possible to protect staff, patients and visitors from unacceptable
behaviours and their zero tolerance of any incident that causes
hurt, alarm damage or distress. Appropriate action will be
taken by the practice which will involve removal from the
practice list and involvement of the police.
Patient Satisfaction Report
We will undertake an annual Patient Satisfaction Survey called
IPQ - Improving Patient Questionnaire. The patients complete
the questionnaire whilst in the practice anonymously and seal
them in an envelope which are then sent to an independent
assessor. The results of these surveys are then received by
the practice and a comparison is made with previous years
and other medical practices nationally.
Should you wish to make a complaint then please ask to speak
to our practice manager, Mr Abey. He will record your
complaint in writing and ensure it is fully investigated.
If you would like a copy of the complaint procedure please
ask at the desk. If you are unable to resolve your complaint
through the practice complaint procedures you may contact
the complaints team at NHS England - see complaints.