The Lyndhurst Surgery

Patient Responsibilities & Rights

Practice observes zero tolerance to abusive & violent behaviour
Abusive and violent behaviour towards practice team leads to deregistration of practice.

1. To use appointments appropriately

2. Inform surgery of cancellation of appointments well in time. Please see Did not attend policy below

3. Order repeat prescriptions in good time and order all items together.

4. To cooperate in health promotion & screening programmes:*
Immunisations – For children & adult at risk
Cervical Smears (screening)
Breast Screening
Bowel Cancer Screening
Medical Reviews

Did Not Attend Policy DNA

Due to the number of patients failing to attend for their appointments without appropriate notice a policy has been developed to try and resolve this.

If you fail to attend appointments without informing us we will contact you.

Where a third DNA has occurred, a final warning correspondence will be sent and the practice will review the individual case and a decision will be taken with regard to addressing the patient’s future ability to pre-book advanced appointments. The practice will consider whether consistent failure to adhere to our practice policy constitutes a breakdown between the patient and the GP (where the GP practice has given clear instruction on policy and service provision and the patient has chosen to disregard this on several occasions in spite of due warning) With the decision made the patient will be contacted in writing.

You may be removed from the practice list and have to find an alternative GP practice.
If there are any specific problems preventing you from attending please
let us know. Mistakes do happen and the practice understands that appointments can be forgotten or overlooked. In such cases, the practice will take into account the reason given by patients. The practice regularly advises patients to keep contact details up to date to avoid text message reminders being undelivered.

How to avoid a DNA

If the patient cannot attend or no longer needs an appointment they can contact the surgery at least 30 mins before the appointment either by;
Calling: 0208 539 1663
Text messaging: Replying to text message reminders sent automatically by the practice
Through patient access
In person at reception
(The practice does not recommend cancellations in writing as delay could occur in receiving).

Complaints and comments
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.