Open: 0800 -1830 Monday- Friday
Please ring the bell if you have an appointment outside these hours.
Our reception staff will try in every way to help you. Their job is very demanding, with phone calls and enquiries from every direction. When telephoning for medical attention the receptionist may ask for some details. They have been trained to make these enquiries so that we can help you in the most appropriate way. Your co-operation will be much appreciated.
We operate a practice complaints procedure as part of the NHS system for dealing with complaints, which meets national criteria.
Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that occur.
You may download a copy of a Practice Complaints Leaflet and the Complaints Form.
Why we collect information about you
Your doctor and other health professionals caring for you keep records about your health and any treatment and care you receive from the NHS.They may be written down (manual records),or held on a computer. The record may include:
- Basic details about you, such as address,d.o.b, and next of kin
- Contacts we have had with you, such as surgery visits
- Notes and reports about your health and any treatment you have received
- Results of investigations, such as X-rays, and laboratory tests
- Relevant information from other health professionals
How we keep your records confidential
Everyone working for the NHS has a legal duty to keep information about you confidential.
Anyone who receives information from us is also under a legal duty to keep it confidential.
Our guiding principle is that we are holding your records in strict confidence.
ICO Registration Certificate
Freedom of Information
Useful web links for people who cannot read the Information Governances leaflets we give out at registration
NHS website with tabs on - click the translate button at the top of the page
For partially sighted or blind patients
We will print off our leaflets in font size 20 for partially sighted patients if this is requested
We can also read through the leaflets with the patient whilst at the surgery at any point.
How to request your information
To find out how to request your personal information or information on behalf of someone else.
Research in Primary Care (NHS)
Research is a core part of the NHS. It enables the NHS to improve the current and future health of the people it serves.
The Francis Grove surgery is a research site and we have been involved in patient research for the past 5 years.
The practice will decide whether to proceed with a project if it is appropriate for the study, and who may wish to sign up. Patients are normally seen in the surgery by our practice nurses or by a research nurse. Patient information is kept in the strictest of confidence. Patient consent is required and the data gathered is for NHS research only.
Alongside Research conducted in partnership with the National Institute of Health Research we also work with an organisation called Optimum Patient Care (OPC) Clinical and Research Services. Please see the poster for more information
on their services.
Clinical Research at Francis Grove Surgery
Francis Grove Surgery is proud to be a Research Ready Accredited Practice. We work collaboratively with the NIHR Clinical Research Network which is the Research arm of the NHS.
Clinical Research is very important to improve care, treatments and ultimately patients’ quality of life.
If you are a patient at the, you may receive invitation letters to ask if you wish to take part in a research study. Joining in a research study is completely voluntary.
If you do not wish to take part in research studies then please let the practice know.
To find out more information about clinical research studies please visit:
All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice. The mean earnings of all GPs at Francis Grove Surgery in the last financial year amounted to £71,917 before tax and National Insurance. This is for two full time GPs, four part time GPs and one locum GP who worked in the practice for more than six months.
Caveat: NHS England require that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown above. However it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how many hours a week doctors spend working in the practice, and should not be used to form any judgement about GP earnings, nor to make comparison with any other practice.
All examinations may place patients in a situation in which they will feel uncomfortable, and this may be compounded further by the need to undress, consent to intimate or intrusive examination. The presence of a third party may alleviate some of these concerns and provide protection for both patient and clinician.
If you would like a chaperone present during your consultation, please advise the receptionist when booking your appointment, when checking in, or during your consultation.
Connecting Your Care: Improving how we use your information
We are working with South West London Health and Care Partnership to improve the way we connect your care across south west London. Soon, healthcare professionals will be able to access your records from other NHS services when you need them to. This will make it quicker and easier for you when you visit your GP or hospital.
At the moment, each care organisation has a different system for managing your records, and there is no way for the information to be shared electronically when it is needed by doctors and nurses.
Connecting your Care means that people involved in your care such as your GP, hospital doctors and nurses, will be able to immediately see important information about you through a secure system, to help them make the best decisions about your care.
In the future, we will also be working with other health and social care providers to share a more detailed care record for you, which will include the treatment you receive from community NHS services, mental health services and social care services. This will allow everyone involved in your care to be able to make the best decisions for your treatment.
Do I have a choice?
If you are happy for your information to be shared in this way, then you don’t need to do anything. The Connecting your Care system will be phased in over the next few months.
You can also pick up an opt-out form from your GP practice or the Patient Advice and Liaison Services (PALS) at your local hospital.
Want to find out more?
To find out more, you can speak to your GP directly or contact South West London Health and Care Partnership on:
By phone: 0203 668 3100
By post: Freepost SWL CONNECTING YOUR CARE