What You Need to Know About Us

Our Healthcare support workers (receptionist/telephonist) are your link with the rest of the Practice. Whatever your need, they will try their best to help you. The more details you can provide, the better they will be able to assist you. They can advise you on the services available and book appointments. They will treat everything in strictest confidence.

Your assigned clinician will usually be a GP, Pharmacist or Advanced Nurse Practitioner, who will be capable of diagnosing your condition, prescribing medication and booking referrals if necessary. All of our non-GP clinicians are supported onsite by a GP to ensure that your health concerns are resolved.

We also have a musculoskeletal specialist in back, joint and neck pain who can take initial consultations for any MSK conditions you may have.

The Practice is committed to ensuring that all Practice Staff have access to training and education to enable them to provide a good quality service to our patients. Currently, this is not a GP training practice, although we do teach medical students from Imperial College.

Please treat us with the same courtesy that you wish to receive yourself.

We aim to deliver a user focused and efficient service of primary health care through adding value at every point of contact, shortening the patient's journey and achieving definitive resolution.

Our Virtual Customer Group (VCG) offers an opportunity to engage with our patients in a meaningful way and to enable you to actively contribute to making service improvements at the Practice. We use digital (online) surveys to engage with specific patient groups as well as the overall patient group. There are usually three or four questions for each survey and then some general rating questions.

Once the surveys are completed, we act on the feedback to make improvements. After a period of time, we then send a follow up survey to ensure that the changes have led to improvements. Results and reports are also posted to the website.

Surveys are sent out each month for a particular service area. Here are some examples of previous services targeted:

• Cervical Screening
• Flu invitations
• Mum and Baby Clinic
• Anticoagulation Home Visits
• MSK clinic
• Family Planning
• Registration Process
• First point of contact via telephone
• Timeliness of Appointments

The current area of focus is Repeat Prescribing:

• Repeat Prescribing: Survey 1 - 2023 Baseline
• Repeat Prescribing: Survey 2 - Your Experience

If you would like to take part in our focussed VCG campaigns, please complete this form: VCG Invitation

We are always interested in hearing from people who are excited by the possibility of working for a forward thinking GP Practice.

We are pleased to receive CVs from clinicians and support staff with the skills, experience and expertise that are a catalyst for patient satisfaction and business development. Please send your CV to ritabright@nhs.net.

Current vacancies can be found on our LinkedIn and Indeed pages:

The Care Quality Commission are the independent regulator of health and social care in England. They inspect our practice regularly and produce reports to set out their findings.

Click here to view the latest CQC report.

We value our patients’ feedback, good and bad. We hope you will always be satisfied with the care and support we provide; but if you are not please let us know.

You can submit a complaint via the feedback form on the home page, or call or write to the Practice Customer Services Manager - Sally Collins. We will do our best to resolve your concerns.

Your local CCG also values your input and sees it as a chance to improve local services. If you wish to make a complaint or comment please contact them at:

https://www.nwlondonccg.nhs.uk/your-borough/hammersmith-fulham

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed unless they are incapable (because of illness or infirmity) of providing this.

Leaflet giving more detail on confidentiality