FAQ

At Merton Medical Practice, we've done our best to create a Website that anticipates and satisfies our patients' needs. With that goal in mind, we've compiled a list of frequently asked questions. If you do not find an answer to your question here, contact our admin team at 0208 545 9629 or email them o MERCCG.mertonmedical@nhs.net

How do I register?

You can visit the surgery during opening hours and fill out a registration form and health questionnaire or you can print the Registration Pack by clicking on the link.

Please remember to bring a recent proof of address with you when you register or include a copy of a utility bill or similar when posting/emailing your forms. Please note that we only accept letters that have been issued in the last 3 months.

For further information on registering at a GP surgery, read How To Register.

What do I do if I have a complaint?

Complaints should be addressed to the practice manager or one of the doctors.

Alternatively, you may ask for an appointment with the practice manager in order to discuss your concerns.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If not and you wish to make a complaint, we would like you to let us know as soon as possible. Ideally, within a matter of days or at most a week. If it is not possible to do that, please let us have details of your complaint:

within six months of the incident that caused the problem,
or
within six months of discovering that you have a problem, provided this is within 12 months of the incident.

How will the surgery respond to my complaint?

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within 10 working days of the date you raised it with us. We will then be in a position to offer you an explanation or a meeting with the people involved. When we look into your complaint, our aim will be to make it possible for you to discuss the problem with those concerned, if you would like this, and take appropriate action wherever possible.

We would like to reassure patients that your care will in no way be compromised by raising this issue with us. The Practice welcomes feedback and would not wish patients or carers to feel anxious when they raise concerns with us and by understanding your concerns the Practice will be able to make changes where this is appropriate for the benefit of all patients.

Can I complain on someone else’s behalf?

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A letter of consent signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Who else can I complaint too, if I don’t get a satisfactory answer from the surgery?

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of resolving the matter and an opportunity to improve our practice. This does not affect your right to approach the local primary care trust if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. You should contact the primary care trust complaints manager Tony Foote at the NHS Sutton & Merton Complaints Department, 5th Floor, 120 The Broadway, Wimbledon SW19 1RH. He can also be contacted by phone on 020 8251 0143 or by e-mail at complaints@smpct.nhs.uk.

You can also contact the Independent Complaints Advocacy Services (ICAS) on 0845 337 3061 with your complaints.

Does the practice have an Expected Behaviour Policy?

The practice is committed to producing a high quality of care to our patients. The relationship between the patients and those working in the surgery is an important issue and is a two-way process. Therefore, in order to protect both the staff and other patients, we respectfully point out that the following inappropriate behaviour will not be tolerated: -

  • Swearing
  • Threatening or abusive behaviour
  • Drunkenness
  • Verbal/physical abuse

Such behaviour has a marked effect on staff and other patients, and therefore, where such behaviour is observed, we reserve the right to withdraw from treating the patient and ensuring removal of those involved from the premises.

What is the surgery’s Confidentiality Policy?

Confidentiality is the cornerstone of the NHS and primary care. It is central to the work of everyone working in primary care. All information about patients is confidential: from the most sensitive diagnosis, to the fact of having visited the surgery or being registered at the practice.

The duty of confidentiality owed to a person under 16 is as great as the duty owed to any other person.

All patients can expect that their personal information will not be disclosed without their permission except in the most exceptional of circumstances, when somebody is at grave risk of serious harm.

How is my personal information used and protected?

Information on patients is collected in a variety of ways. Manual & computer data is recorded from GP and Nurse consultations, from letters from the Hospital and from other sources such as Social Services ETC.

We ask you for information so that you can receive proper care and treatment.
We keep this information, together with details of your care, because it will be needed when we see you again. We may use some of this information for other reasons: for example: -

  • To help us protect the health of the public generally
  • To see that the practice runs efficiently
  • To plan effectively for the future
  • To train its staff, pays its bills
  • To help educate tomorrow’s clinical staff
  • To carry out medical and other health research for the benefit of everyone

Sometimes the law requires us to pass on information, for example, to notify a birth.

The NHS Central Register for England & Wales contains basic personal details of all patients registered with a General Practitioner. The Register does not contain clinical information.

You have a right of access to your health records. To do so, please contact the Practice or Administration Manager who will inform you of the procedure and costs.

Everyone working for the Practice has a legal duty to keep information about you confidential. All our staff have signed confidentiality agreements, which ensures that this is the case.

You may be receiving care from other people as well as from the Practice. So that we can all work together for your benefit, we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need for it in your and everyone’s interest. Whenever we can, we shall remove details which identify you.

Anyone who receives information from us is also under a legal duty to keep it confidential.
If you agree, your relatives, friends and carers will be kept up to date with the progress of your treatment.

The reasons for which Your Information may be needed are:

  • giving you health care and treatment
  • looking after the health of the general public
  • managing and planning the Practice services.

For example: -

  • Making sure our services can meet patients’ needs in the future
  • Preparing statistics on performance and activity (noting that steps will be taken to ensure you cannot be identified)
  • Investigating complaints or legal claims
  • Helping staff to review the care they provide to make sure it is of the highest standard
  • Training and educating staff (but you choose whether or not to be involved personally)
  • Research approved by the Local Research Ethics Committee (if anything to do with research would involve you personally, you will be contacted to see if you are willing)

If at any time you would like to know more about how we use your information, please ask to speak to our Admin team, at the surgery, or telephone on 0208 545 9620. You can request to see you medical notes at any time and copies are available for a fee of £10 per patient. If you register for our on-line appointment system, you can view your medical records on-line for free.

Can you explain the surgery’s ‘Did Not Attend’ (DNA) Policy?

The demand for GP and Nurse appointments is growing all the time. It is vitally important that patients let us know if they cannot attend a booked appointment so we can offer it to another patient.

For those patients who have missed an appointment without contacting the surgery, a letter is automatically sent to the patient pointing this out. Should a patient miss a further appointment without warning, another will be sent informing them of the ramifications should they DNA again.

After the 3rd DNA, the frequency of the DNA’s is discussed between the GP partners. A decision whether to remove the patient will be taken on a case by case basis.

Patient Removal: -

  1. The Health Authority will be informed on the request to remove the patient from our list.
  2. A letter will be sent informing the patient that he/she is being removed from our list and detailing the reason.

Patient not removed: -

A letter will be sent in the GP’s name detailing the sequence of DNA’s and informing them of the Practice policy and that this is their last chance and that they will be removed should they DNA once more.

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12-17 Abbey Parade, Merton High Street, South Wimbledon, London, SW19 1DG
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Your Neighbourhood Professionals Dr Maura Abdelall Cribs Estate Ltd Hermans Pharmacy Barkers Chemist The Richmond Practice 2
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