Frequently Asked Questions

If you do not find an answer to your question here, contact our admin team at 0208 545 9620 or email them on MERCCG.mertonmedical@nhs.net

How Do I Register?

You can register as a new patient online.

Alternatively, can visit the surgery during opening hours, fill out a registration form and health questionnaire.

You can also print the GMS1 form and either:

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.

What Do I Do If I Have A Complaint?

View our complaints procedure.

How Will The Surgery Respond To My Complaint?

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint, as soon as it is reasonably possible. 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 Complain To, 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 Patients Advice & Liaison Service (PALS) on 0300 311.

If you remain dissatisfied with the response to your complaint, you have the right to ask the Health Service Ombudsman to review your case. The health service Ombudsman will carry out an independent investigation of your complaint. You can contact them on 0345 0154 033 or by visiting their website www.ombudsman.org.uk.

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.

Read about our zero tolerance policy.

What Is The Surgery’s Confidentiality Policy?

We are committed to protecting your privacy and will only use information collected lawfully in accordance with:

  • Data Protection Act 2017 (GDPR), Human Rights Act 1998, Common Law Duty of Confidentiality, Health and Social Care Act 2012, NHS Codes of Confidentiality Information, Security and Records Management , Information: To Share or Not to Share Review.

Every member of staff who works for an NHS organisation has a legal obligation to keep information about you confidential. We will only ever use or pass on information about you if others involved in your care have a genuine need for it.

We will not disclose your information to any third party without your permission unless there are exceptional circumstances (i.e. life or death situations), where the law requires information to be passed on. Health and social care professionals should have the confidence to share information in the best interests of their patients within the framework set out by the Caldicott principles. They should be supported by the policies of their employers, regulators and professional bodies.

Who Are Our Partner Organisations?

We may also have to share your information, subject to strict agreements on how it will be used, with the following organisations;

  • NHS Trusts / Foundation Trusts, GP’s (When you change GP practices), NHS commissioning support Units, Independent Contractors such as dentists, opticians, pharmacists, Private Sector Providers, Voluntary Sector Providers, Ambulance Trusts, Clinical Commissioning Groups, Social Care Services, Health and Social Care Information Centre (HSCIC), Local Authorities, Education Services, Fire and Rescue Services, Police & Judicial Services, Voluntary Sector Providers, Private Sector Providers, Other ‘data processors’ which you will be informed of.

You will be informed who your data will be shared with and in some cases asked for explicit consent for this happen when this is required.

We may also use external companies to process personal information, such as for archiving purposes. These companies are bound by contractual agreements to protect your data.

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 third 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:

  • The health authority will be informed on the request to remove the patient from our list.
  • A letter will be sent informing the patient that he/she is being removed from our list and detailing the reason.
  • If a patient requires a warning, then a letter will be sent in the GP’s name detailing the sequence of DNA’s and informing them of the practice policies and that this is their last chance and that they will be removed should they DNA once more.