General Patient Information

Problems or Complaints

We operate a Practice Complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.

For further information on how to make a compliant, please see the Patient Complaint Procedure in our Polices section.

Coordinate My Care

As a patient you may well have views about your care: what you would like to happen, where you want to receive care, and even things you would like to avoid.

Coordinate My Care is a free service, which supports you to record this information. A doctor or a nurse will talk to you about your illness and wishes and create a personalised urgent care plan that is available to help you. All these details will be entered onto Coordinate My Care, which is an electronic record. It can be accessed by your GP, community nurses, hospital team, out-of-hours doctors, specialist nurses, London Ambulance Service and NHS 111 (NHS 111 is the unscheduled emergency telephone number that operates day and night). If you need help, the doctors and nurses caring for you either in the community or in the hospital will be able to access the information about you and know what care they should deliver to you.

Coordinate My Care will give you an opportunity to have your decisions and expressed wishes about your care recorded. This information will be available to all professionals who are looking after you 24/7. The fact that everyone can see your care plan and wishes will help to ensure that any care you receive is in line with what you’ve decided. You have complete choice whether or not to participate.

For more information, speak to your Doctor or visit:

Patient Feedback

The Rowans Surgery is committed to giving the best possible service and welcomes feedback from patients and visitors.

All feedback is taken seriously and used to improve services for patients. The care of patients raising concerns will not be affected in any way and will continue to be our highest priority.

Please let us have your comments both positive and negative.

Your comments will help us to maintain our high standard of service.

Annual GP Earnings

All GP practices are required to declare the mean earnings (e.g average pay) for GP's working to deliver NHS services to patients at each practice.

As the Hurley Group was not the provider for this contract in 2015-6, no information can be provided in respect of net earnings during the period in question.