Practice Polices & Service Information

This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. We have an established Carer's policy and a Carer's information pack available from Reception.

Find out how we can help you in our Carers Information section.


The consultation that takes place between a patient and their Doctor/Nurse is private and confidential. Quite often an examination is required to help make a diagnosis. This may be straightforward or sometimes can be more personal or of a sensitive nature.

Under these circumstances your Doctor will normally seek your agreement to a Nurse or other staff member being present or, if a relative or friend has accompanied you to the Surgery, they may be able to act as a Chaperone if you wish.

If a chaperone is not offered but you would like someone to be present, do not be afraid to tell your doctor.

Procedures which are generally regarded as being of a sensitive nature are:

  • Cervical cytology
  • Gynaecological
  • Testicular
  • Breast Examination
  • Rectal Examination

Complaints Procedure

We strive to offer a high quality service that provides an excellent standard of clinical care in a responsive fashion, within the resources available to us.

We recognise that, at times, things could have been done differently or in a better way. If you feel you have cause to complain or raise concerns, please contact the practice manager, either by asking at the reception desk, or by telephoning 020 8623 1300, or by letter.

We take all suggestions and complaints seriously and will respond to you in accordance with the established mechanisms for complaints within the NHS.

Freedom of Information Act

Freedom of Information Scheme

Information available from Wide Way Medical Centre providing medical services under contract to the NHS, under the Freedom of Information Act model publication scheme.

Information covered by this scheme is only about the primary, general, or personal medical services we provide under contract to the National Health Service.

Class 1: Who we Are and What we Do - Current Information

Wide Way Medical Centre is a General Medical Practice, operating under the Personal Medical Services (PMS) NHS Scheme.

We are located at 15 Wide Way, Mitcham, Surrey CR4 1BP.

We are part of the Merton Healthcare Consortium for the benefit of all patients in the Group. Some of our services are located at other Practices.

How the Information can be Obtained:
Practice Website.

Cost: No Cost.

Class 2: What we Spend and How we Spend it

How the Information can be Obtained:
Not Available.

Cost: n/a

Class 3: What our Priorities are and How we are Doing

How the Information can be Obtained:
Practice Development Plan available at Practice.

Cost: £10 per request.

Class 4: How we make Decisions

  • Weekly business meetings with Partners and Practice Manager.
  • Monthly clinical meetings with all clinicians and attached clinical staff.
  • Monthly Patient Group meetings.
  • Quarterly whole-Practice meetings.
  • On-going and ad hoc meetings between staff.
  • Regular patient feedback including patient surveys.

How the Information can be Obtained:
Patient Group Minutes available.

Cost: No Cost.

Class 5: Our Policies and Procedures

  • Policies and Procedures about the Employment of Staff
  • Internal Instructions to Staff and Policies relating to the Delivery of Services
  • Equality and Diversity Policy
  • Health & Safety Policy
  • Complaints Procedures
  • Records Management Policies (records retention, destruction, and archive)
  • Data Protection Policies
  • Policies and Procedures for Handling Requests for Information
  • Patients’ Charter

How the Information can be Obtained:
All policies are available on request at Practice.

Cost: £10 per request. (Except Patient's Charter which is free)

Class 6: Lists and Registers

How the Information can be Obtained:
Not Available.

Cost: n/a

Class 7: The Services we Offer

Information on our Practice Services can be found here.

The Services provided under Contract to the NHS Enhanced services and special interests include: alcohol related risk reduction; anxiety and depression; asthma; atrial fibrillation; cancer; cervical smears; coronary heart disease; childhood immunisations; child protection; chlamydia screening; chronic kidney disease; COPD; dementia; dermatology; diabetes; epilepsy; ethnicity/first language recording; family planning; heart failure; hypertension; hypothyroidism; influenza and pneumococcal immunisation; learning disabilities health check; mental health; obesity; obstetrics & gynaecology; occupational medicine; osteoporosis diagnosis & prevention; paediatrics; palliative care; sexual health; smoking; stroke & transient ischaemic attacks.

Charges for any of these Services:
Private medicals, reports, letters etc - Individual items available on request, Fees list in Practice.

Information Leaflets - Available in Practice

Out of Hours Arrangements - Details of our out of hours arrangements can be found here.

NHS Constitution

How Wide Way Medical Centre implements the NHS Constitution


The Practice:

•Provides a comprehensive service, available to all irrespective of gender, race, disability, age, sexual orientation, religion, belief, gender reassignment, pregnancy and maternity or marital or civil partnership status, and has a duty to respect their human rights.
•Promotes equality through the service, providing and to paying particular attention to groups or sections of society where improvements in health and life expectancy are not keeping pace with the rest of the population.
•Provides access to services based on clinical need, not on an individual’s ability to pay.
•Aspires to the highest standards of excellence and professionalism, providing safe and effective high-quality care focused on patient experience.
•Ensures that it is effectively lead and managed and their staffs receive relevant education, training and development.
•Its services reflect the needs and preferences of patients, their families and carers who will be involved in and consulted on all decisions about their care and treatment.
•Ensures that it works across organisational boundaries and in partnership with other organisations in the interest of patients, local communities and the wider population.
•Is accountable to the public, communities and patients that it serves.
•Supports staff when they raise concerns about the service by ensuring their concerns are fully investigated and that there is someone independent, outside of their team, to speak to.

Patient Rights

Patients have the right:

•To receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.
•To access NHS services and not be refused access on unreasonable grounds.
•To expect the Practice to assess the health requirements of the local community and to commission and put in place the services to meet those needs as considered necessary.
•In certain circumstances to go to other European Economic Area countries or Switzerland for treatment which would be available through the NHS.
•Not to be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, disability, age, sexual orientation, religion, belief, gender reassignment, pregnancy and maternity or marital or civil partnership status.
•To access services within maximum waiting times, or to be offered a range of alternative providers if this is not possible.
•To be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.
•To be treated with dignity and respect, in accordance with their human rights.
•To accept or refuse treatment that is offered, and not to be given any physical examination or treatment unless valid consent has been given.
•To be given information about their proposed treatment in advance, including any significant risks and any alternative treatments which may be available, and the risks involved in doing nothing.
•To privacy and confidentiality and to expect the Practice to keep their confidential information safe and secure.
•To access their own health records.
•To choose their GP practice, and to be accepted by that Practice unless there are reasonable grounds to refuse, in which case they will be informed of those reasons.
•To express a preference for using a particular doctor within their GP Practice.
•To make choices about their NHS care and to information to support these choices.
•To be involved in discussions and decisions about their healthcare, and to be given information to enable them to do this.
•To be involved, directly or through representatives, in the planning of healthcare services, the development and consideration of proposals for changes in the way those services are provided, and in decisions to be made affecting the operation of those services.
•To have any complaint they make about NHS services dealt with efficiently, to have it properly investigated, know the outcome and how to escalate the complaint to the independent Health Service Ombudsman.
•To make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body.
•To compensation where they have been harmed by negligent treatment.

Patient Responsibilities

•To make a significant contribution to their own, and their family’s, good health and well-being, and take some personal responsibility for it.
•Register with a GP Practice.
•To treat NHS staff and other patients with respect and recognise that causing a nuisance or disturbance on NHS premises could result in prosecution.
•To provide accurate information about their health, condition and status.
•To keep appointments, or cancel within reasonable time.
•To follow the course of treatment which they have agreed, and talk to their clinician if they find this difficult.
•To participate in important public health programmes such as vaccination.
•To ensure that those closest to them are aware of their wishes about organ donation.
•To give feedback – both positive and negative – about the treatment and care they have received, including any adverse reactions they may have had.

Practice Staff Rights

Practice Staff have the right:

•To a good working environment with flexible working opportunities, consistent with the needs of patients and with the way that people live their lives;
•To have a fair pay and contract framework;
•To be involved and represented in the workplace;
•To have healthy and safe working conditions and an environment free from harassment, bullying or violence;
•To be treated fairly, equally and free from discrimination; and
•To raise an internal grievance and if necessary seek redress, where it is felt that a right has not been upheld;
•To raise any concern with their employer, whether it is about safety, malpractice or other risk, in the public interest, without suffering any detriment.

NHS Pledge to Staff Members

The NHS Commits:

•To provide a positive working environment for staff and to promote supportive, open cultures that help staff do their job to the best of their ability;
•To provide all staff with clear roles and responsibilities and rewarding jobs for teams and individuals that make a difference to patients, their families and carers and communities;
•To provide all staff with personal development, access to appropriate training for their jobs and line management support to succeed;
•To provide support and opportunities for staff to maintain their health, well-being and safety;
•To engage staff in decisions that affect them and the services they provide, individually, through representative organisations and through local partnership working arrangements. All staff will be empowered to put forward ways to deliver better and safer services for patients and their families;
•To have a process for staff to raise an internal grievance;
•To support all staff in raising concerns at the earliest reasonable opportunity about safety, malpractice or wrongdoing at work, responding to and, where necessary, investigating the concerns raised and acting consistently with the Public Interest Disclosure Act 1998.

Practice Charter

Our Patient Charter outlines Your Rights, Your Responsibilities and Our Values.

To read the full Patient Charter please download the document here.

Zero Tolerance to Violence Policy

All practices, in line with government guidelines, have a 'Zero Tolerance to Violence' policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.