Our Commitments to and Expectations from You
You will be treated with courtesy and respect at all times.
To ensure your privacy your medical records will be held securely and we will not release information held in your medical records to anyone without your consent, unless required by a legal order or to assist in your treatment when required by a health professional.
You have the right to see your medical records if you wish. Charges will apply for copies of your records.
We expect that you will not engage in rude or aggressive behaviour towards surgery staff or other patients and will not deliberately or carelessly damage surgery property.
Patients who exhibit such behaviour may be asked to register with another GP, as a last resort.
Please show due consideration to other patients while you are in the waiting room by not permitting children under your supervision to disturb them.
Please, do not use your mobile phone during consultations as this causes distraction to yourself and the clinician you are seeing. We advise you kindly switch off or change to silent / vibrate mode before you enter a consulting room.
Feedback, Compliments and Complaints
Mrs Sally Fensom leads the practice and will deal with patient feedback, enquiries or suggestions, compliments and complaints. You can contact her in writing, via email at [email protected], speak to her on the telephone or request a meeting. We welcome constructive criticism as this helps improve the Practice. We value the doctor–patient relationship and would encourage you to inform us if you have any concerns with regards to your treatment.
We would hope to settle any complaints to your satisfaction but if we do not, we will inform you whom to contact to take the complaint further. Details of the complaints procedure are available from Reception or on display in the Waiting Room.
Facilities for the Disabled
All rooms in the surgery are on the same floor level which is pavement level for easy access. The patients’ toilet is suitable for wheelchair access and has baby change facilities.
Car Parking
Free unrestricted parking is available on the surrounding streets. There are some time restrictions on the parking when events are taking place at Tottenham Hotspur football club grounds including when they are playing home matches.
Useful Contacts
Extended Access Hub – If you need to cancel, rearrange or book an appointment with the extended access hub please call 0208 370 4910. Lines are open 6.30pm-8pm weekdays and 9-5pm on Saturday.
Out of Hours Service NHS 111
NHS England
Holbrook House
Cockfosters Road
Barnet EN4 0DR
Tel: 020 3688 2800
Routine Appointments
For non-urgent problems, please call reception well in advance to make a routine appointment on the day you request. Separate 10 minute appointments with a doctor and 15 minutes with a nurse will be made for each person. Routine appointments should be booked for antenatal and postnatal examinations. Patients can also book appointments via Patient Access, see Reception for further details. Extended Hours telephone consultation appointments are available through our local primary care network, please speak to reception if you wish to book one of these appointments.
Please keep to your appointment time, as any delay will affect the time available for other patients. If you are more than 10 minutes late you may be asked to make another appointment on another day as your appointment time is over.
Waiting time to see a particular doctor may vary, so if you would like to be seen earlier, an appointment with an alternative doctor may be offered instead. If you have been seeing a particular doctor for a specific problem, we will try to give you a follow up appointment, where necessary, with the same doctor.
At present up to 10% of appointments are wasted owing to non-attendance by patients who do not cancel their appointments. If you are unable to attend an appointment please call to cancel as soon as possible so that the slot can be allocated to another patient. Patients who persist in non attendance may be asked to register with another surgery after they have missed 3 appointments without cancelling.
The local NHS Walk-in-Centre is located at the North Middlesex Hospital. You should only attend there in the unlikely event that you have been unable to secure an appointment here as it is primarily meant for those who do not have a local GP.
Emergency Appointments
If you have a problem you believe needs to be treated urgently, please call as soon as the surgery opens. A limited number of same day emergency appointments are available each day. Priority is given to those who are seriously ill. You will be asked the nature of your problem if you seek an emergency appointment. Your request will be triaged and the Duty Doctor will decide if your problem needs attention on the same day.
If your problem is for a minor ailment, you will be diverted to a Pharmacist for advice. The Pharmacist will be able to recommend the appropriate medication for your problem which would be available to buy over the counter.
Telephone calls / Consultations
Please try not to call for general enquiries and test results early in the morning, as this is normally the busiest time in the reception area. If you wish to speak to a doctor or nurse, call between 12:30 pm and 1:00 pm or call to leave a message and you will be called back at that time.
Emergency Out of Hours Service: NHS 111
The Out of Hours cover for our patients by GPs is provide by NHS. This is available for emergencies including serious illnesses that arise when the surgery is closed overnight and at weekends and cannot wait until the next surgery. Most problems that have been present for more than a week are not emergencies and would be better dealt with by a doctor that knows you best.
If you call when the surgery is closed, please follow the instructions on the answer phone. A doctor will contact you and you will either be given advice, seen at a Health Centre or seen at home depending upon the assessment of your illness. You can call NHS 111 at any time should you require advice on medical issues. People with communication difficulties or impaired hearing are able to use NHS 111 service via a textphone by calling 18001 111.
Please only attend local Accident and Emergency Departments in the event of accidents with serious injuries or life threatening conditions such as chest pain or shortness of breath.
