Westbourne Grove Medical Centre

Comments, Complaints And Suggestions

Our staff at the Westbourne Grove Medical Centre aim to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to our practice manager Mrs Veronica Pilgrim on 020 7243 7817 who will be happy to help. In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised you can write to the Complaints Manager at Kensington and Chelsea PCT, St Charles' Hospital, Courtfield House, Exmoor Street, London W10 6DZ.

The PCT also operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems before they become formal complaints. To speak to a PALS officer, ring 020 8962 4547.

Confidential Use Of Computers And Personal Health Information

When we ask for personal information from you it is to ensure that you receive appropriate care and treatment.

We are registered under the Data Protection Act and all personal information is recorded on computer and in your medical records.

The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, as we are part of a multi-disciplinary team it is sometimes necessary to share medical information about you to other members of the team.

All staff are bound by strict rules of confidentiality.

Personal health information and anonymous health information is shared with the Primary Care Trust to monitor health screening activities, quality standards and post-payment verification.

You have the right to know what information we hold about you. If you would like to see your medical records please contact the surgery for further details and any changes or write to our practice manager.

Freedom Of Information - Publication Scheme

The Freedom Of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available.

This scheme is available from reception.

Primary Care Trust

Kensington & Chelsea Primary Care Trust is the body responsible for ensuring you get all the services you need. For more details contact the PCT at:

St Charles' Hospital,
Courtfield House,
Exmoor Street,
London W10 6DZ
Tel: (020) 8962 4055

Zero Tolerance

This practice operates a zero tolerance policy toward any patient who is violent, threatening or verbally abusive to staff or other patients.

We treat all patients with respect and expect that right to be extended to our staff.

If you do not respect the rights of staff and other patients we may choose to inform the police and make arrangements to have you removed from our medical list. An entry will be made your medical records.