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Queen Mary PracticeSouth Woodford Health Centre114 The High RoadSouth WoodfordLondon, E18 2QSTel: 020 8491 3303
F&F Survey April 2020 https://www.mysurgeryoffice.co.uk/FriendsAndFamily/Surveys/TakeOurSurvey?surveyId=24723
Patients living within the practice area are welcome to register and our reception staff can provide you with an information pack.
You will need to complete a registration form (GMS1) and a health questionnaire which will provide useful information whilst we wait for your medical records to arrive from your previous doctor.
All new patients are offered a health check with a member of the healthcare team.
Medical treatment is available from the date of registration. Please contact reception for further information.
The Royal College of General Practitioners has produced a useful guide for patients about the services on offer at GP Surgeries and how to access them. You can download the guide below.
A Patient Guide to GP Services
If you wish to pre-register click on the link below to open the form. When you have completed all of the details, click on the "Send" button to mail your form to us. When you visit the surgery for the first time you will be asked to sign the form to confirm that the details are correct.
When you register you will also be asked to fill out a medical questionnaire. This is because it can take a considerable time for us to receive your medical records. There is an online version of this file too, which you may fill out and send to us. When you come to the surgery you will be asked to sign this form to confirm that the details are correct.
Online Medical Questionnaire For New Patients
Note that by sending the form you will be transmitting information about your self across the Internet and although every effort is made to keep this information secure, no guarantee can be offered in this respect.
Alternatively you may print off a registration form, fill it out and bring it in with you on your first visit to the practice.
These fact sheets have been written to explain the role of UK health services, the National Health Service (NHS), to newly-arrived individuals seeking asylum. They cover issues such as the role of GPs, their function as gatekeepers to the health services, how to register and how to access emergency services.
Special care has been taken to ensure that information is given in clear language, and the content and style has been tested with user groups.
Open the leaflets in one of the following languages
If you are ill while away from home or if you are not registered with a doctor but need to see one you can receive emergency treatment from the local GP practice for 14 days. After 14 days you will need to register as a temporary or permanent patient.
You can be registered as a temporary patient for up to three months. This will allow you to be on the local practice list and still remain a patient of your permanent GP. After three months you will have to re-register as a temporary patient or permanently register with that practice.
To register as a temporary patient simply contact the local practice you wish to use. Practices do not have to accept you as a temporary patient although they do have an obligation to offer emergency treatment. You cannot register as a temporary patient at a practice in the town or area where you are already registered.
Download the Temporary Resident Registration Form
Our objective is to provide and develop the highest standards of continuing care to out patients, in the context of their families and community by the promotion of good health, prevention of illness and management of disease processes.
You have the right:
You have the responsibility:
Zero Tolerance: We do not accept any abusive or aggressive behaviour towards our staff. In line with NHS guidelines the practice may remove a patient from the list for threatening or violent behaviour.
· Provides a comprehensive service, available to all irrespective of gender, race, disability, age, sexual orientation, religion, belief, gender reassignment, pregnancy and maternity or marital or civil partnership status, and has a duty to respect their human rights.
· Promotes equality through the service, providing and to paying particular attention to groups or sections of society where improvements in health and life expectancy are not keeping pace with the rest of the population.
· Provides access to services based on clinical need, not on an individual’s ability to pay.
· Aspires to the highest standards of excellence and professionalism, providing safe and effective high-quality care focused on patient experience.
· Ensures that it is effectively lead and managed and its staff receive relevant education, training and development.
· Its services reflect the needs and preferences of patients, their families and carers who will be involved in and consulted on all decisions about their care and treatment.
· Ensures that it works across organisational boundaries and in partnership with other organisations in the interest of patients, local communities and the wider population.
· Is accountable to the public, communities and patients that it serves.
· Supports staff when they raise concerns about the service by ensuring their concerns are fully investigated and that there is someone independent, outside of their team, to speak to.
Patients have the right:
· To receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.
· To access NHS services and not be refused access on unreasonable grounds.
· To expect the Practice to assess the health requirements of the local community and to commission and put in place the services to meet those needs as considered necessary.
· In certain circumstances to go to other European Economic Area countries or Switzerland for treatment which would be available through the NHS.
· Not to be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, disability, age, sexual orientation, religion, belief, gender reassignment, pregnancy and maternity or marital or civil partnership status.
· To access services within maximum waiting times, or to be offered a range of alternative providers if this is not possible.
· To be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.
· To be treated with dignity and respect, in accordance with their human rights.
· To accept or refuse treatment that is offered, and not to be given any physical examination or treatment unless valid consent has been given.
· To be given information about their proposed treatment in advance, including any significant risks and any alternative treatments which may be available, and the risks involved in doing nothing.
· To privacy and confidentiality and to expect the Practice to keep their confidential information safe and secure.
· To access their own health records.
· To choose their GP practice, and to be accepted by that Practice unless there are reasonable grounds to refuse, in which case they will be informed of those reasons.
· To express a preference for using a particular doctor within their GP Practice.
· To make choices about their NHS care and to information to support these choices.
· To be involved in discussions and decisions about their healthcare, and to be given information to enable them to do this.
· To be involved, directly or through representatives, in the planning of healthcare services, the development and consideration of proposals for changes in the way those services are provided, and in decisions to be made affecting the operation of those services.
· To have any complaint they make about NHS services dealt with efficiently, to have it properly investigated, know the outcome and how to escalate the complaint to the independent Health Service Ombudsman.
· To make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body.
· To compensation where they have been harmed by negligent treatment.
· To make a significant contribution to their own, and their family’s, good health and well-being, and take some personal responsibility for it.
· Register with a GP Practice.
· To treat NHS staff and other patients with respect and recognise that causing a nuisance or disturbance on NHS premises could result in prosecution.
· To provide accurate information about their health, condition and status.
· To keep appointments, or cancel within reasonable time.
· To follow the course of treatment which they have agreed, and talk to their clinician if they find this difficult.
· To participate in important public health programmes such as vaccination.
· To ensure that those closest to them are aware of their wishes about organ donation.
· To give feedback – both positive and negative – about the treatment and care they have received, including any adverse reactions they may have had.
Practice Staff Rights
· To a good working environment with flexible working opportunities, consistent with the needs of patients and with the way that people live their lives;
· To have a fair pay and contract framework;
· To be involved and represented in the workplace;
· To have healthy and safe working conditions and an environment free from harassment, bullying or violence;
· To be treated fairly, equally and free from discrimination; and
· To raise an internal grievance and if necessary seek redress, where it is felt that a right has not been upheld;
· To raise any concern with their employer, whether it is about safety, malpractice or other risk, in the public interest, without suffering any detriment.
The NHS Commits:
· To provide a positive working environment for staff and to promote supportive, open cultures that help staff do their job to the best of their ability;
· To provide all staff with clear roles and responsibilities and rewarding jobs for teams and individuals that make a difference to patients, their families and carers and communities;
· To provide all staff with personal development, access to appropriate training for their jobs and line management support to succeed;
· To provide support and opportunities for staff to maintain their health, well-being and safety;
· To engage staff in decisions that affect them and the services they provide, individually, through representative organisations and through local partnership working arrangements. All staff will be empowered to put forward ways to deliver better and safer services for patients and their families;
· To have a process for staff to raise an internal grievance;
· To support all staff in raising concerns at the earliest reasonable opportunity about safety, malpractice or wrongdoing at work, responding to and, where necessary, investigating the concerns raised and acting consistently with the Public Interest Disclosure Act 1998.
Under the Data Protection Act 1998, you have a legal right to access your health records.
If you want to see your health records, you should contact Kamaljeet Kaur Bhangra- Practice Manager in the first instance to arrange a date and time to come in and read them.
You do not have to give a reason for wanting to see your records.
As well as having a copy of your health records, the surgery will also have a summary of any hospital tests, or treatment, that you have had.
Any hospitals where you have had treatment, or tests, will also hold records.
To see your hospital health records, you will have to contact the Hospital Trust where you were seen / received treatment.
Under the Data Protection Act 1998 (Fees and Miscellaneous Provisions) Regulations 2001 the maximum fee that can be charged for providing copies of health records is £10 for computer records and £50 for copies of manual records or a mixture of manual and computer records.
Charges are for copying and posting the records only and should not result in a profit for the record holder.
Some types of records, such as x-rays, may be expensive to copy.
Your health records are confidential, and members of your family are not allowed to see them, unless you give them written permission, or they have ‘Power of Attorney’.
A lasting ‘Power of Attorney’ is a legal document that allows you to appoint someone to make decisions for you, should you become incapable of making decisions yourself.
The person you appoint is known as your Attorney.
An Attorney can make decisions about your finances, property, and welfare.
It is very important that you trust the person you appoint as Attorney,
so that they do not abuse their responsibility.
A legal ‘Power of Attorney’ must be registered with the Office of the Public Guardian
before it can be used.
If you are a carer, you might find it difficult to access our services without extra support.
If you identify yourself as a carer, our staff will try to offer you:
1. Home visits and/or telephone appointments if caring responsibilities mean you cannot leave the person you care for at home or bring them with you to the surgery.
2. Flexibility or priority on appointment times where possible.
3. Support for the person you care for in the waiting room or a private area if you need to bring them to the surgery but would like an appointment in private.
4. Information about local carers support services which may be able to arrange transport and/or sitting services to help you leave home to attend surgery.
5. Telephone ordering for prescriptions where possible.
6. An annual health check and a flu jab.
7. Information about your right to a Carers’ Assessment of your own needs as a carer.
8. Advice on safer lifting and other aspects of providing care such as medication.
9. Discussing with you what you would like us to do in the event of you or the person you care for having a medical or other emergency.
In some cases caring roles are full time and very demanding. We would like to support you in your caring role where we can. We will avoid making assumptions about the amount of care you wish to take on.
Caring should not be at the expense of your own health and wellbeing. Please tell us how your caring role is affecting you and if you have any support needs.
· Respecting your privacy and confidentiality and conducting conversations of a personal nature in private.
· Discussing the benefits of appropriate information sharing with patients who need or may in future need care from a relative or friend.
· Providing you with information about the condition and needs of the person you care for, such as the effects of medication, where that person gives consent.
· Always listening to and respecting the information you give us about your caring role and the needs of the person you care for.
· Providing you with general information about health conditions when you ask for it when we do not have consent from the person you care for to share their personal information.
Please contact the Reception Team if you have any queries about our support for carers -
they will be happy to help and treat the conversation in strictest confidence.
Duty of Candour
When things go wrong
At Queen Mary Practice we endeavour to provide a first class service at all times. However, we acknowledge that at times things may go wrong and our service may fall below our expected levels.
In order to comply with regulation 20 of the health and Social Care Act 2008 (Regulations 2014) we pledge to:-
Have a culture of openness and honesty at all levels