Jubilee Surgery

Whitton Corner Health and Social Care Centre, Percy Road, Whitton, Twickenham, TW2 6JL

Telephone: 0203 405 0840

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Patients Charter


  • All calls will be answered courteously and promptly.
  • We aim to answer the telephone within five rings.
  • During out-of-hours a message on the answering machine will state what time the surgery re-opens and also the telephone number to use if there is an URGENT medical problem.  A 24-hour advice service is also available on 111.
  • It is our policy not to interrupt a patient’s consultation with a GP or nurse, unless in the case of an emergency.


  • Patients will be greeted and directed courteously and efficiently.
  • At least one receptionist will be available throughout the practice opening times.
  • We take steps to respect the privacy of patient’s conversations, but at the same time bear in mind the safety considerations of our practice staff.


  • An appointment will be offered on the day of request with a doctor in the practice, if the patient deems it urgent.
  • You are advised to see the same doctor where possible for on-going problems for continuity of care.
  • A routine appointment will be offered if you request a particular doctor working in the surgery.  If you are unwell and unable to wait for that appointment, 48-hour appointments are available, but may not be with the doctor of your choice.
  • All patients will be seen within 30 minutes of their allocated appointment time subject to emergencies, but patients will be kept informed of any delays.


  • We will have repeat prescriptions available within two working days and will return them by post if a S.A.E. is provided, or they can be sent to any of the following pharmacists: Boots, Herman’s or Minal’s in Whitton High Street or next door at Whitton Corner Pharmacy.
  • Our written policy regarding prescriptions is included in our practice leaflet.
  • Our local policy is for a maximum of a two-month supply of medications to be issued on repeat prescription.


  • All urgent referral letters will be despatched within two working days of receipt by the secretary.
  • All routine referral letters will be despatched within five working days of receipt by the secretary.
  • The above applies to both NHS and private letters.


  • You will be visited at home between the hours of 12 noon and 4.00pm if you are too ill to attend the surgery or are housebound.  Please state if your problem is urgent.
  • You may be telephoned by the doctor prior to the visit.


  • You will be informed by your GP or nurse when to contact the surgery regarding your results.
  • Please telephone for your results after 10.00am.
  • A record will be retained of the investigations requested by the doctor.
  • Copies of all results will be kept in your medical records.
  • Where results of an investigation indicate an immediate risk to the patient’s health, the surgery will make every attempt to contact the patient that day.


  • All surgeries will start within ten minutes of their scheduled time, subject to delays caused by emergencies.
  • Patients will be advised if there is any delay and the likely length of that delay, if at all possible with an explanation.
  • The surgery opening times will be clearly displayed outside the reception area and on the practice leaflet.


  • All medical records will be kept confidential and secure.
  • Medical records will be returned to the Health Authority in accordance with the following:

-Routine requests –  within the next five working days.

-Urgent requests   –  on at least the next working day via our courier collection, while we are fully staffed.

  • We will comply with the Data Protection Act and the Access to Records Act.
  • All records are kept in date order including hospital letters and reports.
  • Patients have the right to see all their computerised records and written medical records compiled after November 1991.
  • Patients are asked to put their request in writing and this will be available within 28 days of receipt.  Please note that there will be a charge for this.


  • Practice leaflets will be available to all patients and prospective patients.


  • We operate an in-house complaints procedure.  Details are available upon request.
  • We are open to suggestions and comments regarding our staff, premises and services.  Please offer these in writing to our reception staff.
  • Please understand that doctors, nurses and practice staff are sometimes sick too!


  • Jubilee Surgery will monitor its performance in the above areas, including patient co-operation and will submit the conclusions to South West London or Richmond CCG when required.

Statement of Purpose

Reviewed 17/06/2022 Justine Wakeford Practice Manager

Provider of primary medical care services

We provide a wide range of Primary Medical Services under both NHS and Independent arrangement, all of which apply evidence-based medical standards as established by the National Institute for Health and Clinical Excellence.

Our goal is to provide high quality, effective, treatment and advice in safe surroundings and to make the Patient`s visit to us as comfortable and productive as possible.

Patient`s Rights and Diversities are always honoured and respected at all times. The dignity and human rights of our Patients are paramount. We respect the duties and responsibilities of a doctor as laid out by the General Medical Council, as well as the principles and values of Good Medical Practice which underpin our Patient and healthcare ethos.

For routine care, we will carry out regular examinations and assessments to establish the needs and wishes of individual Patients. Treatment options are explained and choices respected.

If someone has an emergency and is a registered Patient, we will endeavour to speak to them and give advice on the day of contact and to see them within an appropriate period following contact. Other emergency care is by arrangement and availability.

Patients are regularly consulted through informal chats and Patient Satisfaction Surveys.

Appointments are established according to the needs and of the individual, with the appointments system being transparent and easy to understand.

The individual requirement for privacy will be respected at all times and all information relating to individuals will be treated in a confidential manner.

Medical Care objectives

The Practice aims to:

*Offer skilled care to enable Patients to achieve their optimum state of health and well-being.

*Treat all Patients with respect at all times.

*Uphold the human and citizenship rights of all who receive treatment, work and visit here.

*Support individual choice and personal decision-making as the right of all Patients.

*Respect and encourage the right of independence of all Patients. *Recognise the individual uniqueness of Patients, staff and visitors, and treat them with dignity and respect at all times.

*Respect individual requirement for privacy at all times and treat all information relating to individuals in a confidential manner.