Practice Policies & Service Information

This section lists some of the most important Practice Policies. 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.

Patient Complaint Procedure

In the event of a complaint it will be dealt with as quickly as possible. We will make contact with you as soon as possible and if necessary a detailed written response will be sent.

To help us to do this we request you put the details of your complaint in writing and address it to the Practice Manager. If your complaint is of a clinical nature you will be asked to discuss the matter with the Doctor if you wish and you may bring a friend with you.

If you are not happy with the outcome of this, you may wish to approach the Patient Advice Liaison Service and/or the Complaints Manager both at the Merton Clinical Commissioning Group.


The practice is committed to providing a safe and comfortable environment where patients and staff are confident that best practice is being followed.  

Patients are entitled to ask for a chaperone for any consultation, examination or procedure where they feel they prefer to have a chaperone.  

The practice will endeavour to provide a formally trained chaperone upon request, but patients would help us by requesting a chaperone when booking an appointment where a chaperone is required.  This may mean rescheduling appointments in order to meet this need.

A doctor, nurse or other health care professional may also require a chaperone to be present for certain consultations.

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.

Equality & Diversity Statement

The Rowans Surgery believes fairness, equity and above all values diversity in all dealings, both as provider of health services and employers of the people.

The Rowans Surgery is committed to eliminating discrimination on the basis of gender, age, disability, race, religion, sexuality or social class. We aim to provide accessible services, delivered in a way that respects the needs of each individual and does not exclude anyone. By demonstrating these beliefs the Practice ensures that it develops a healthcare workforce that is diverse, non discriminatory and appropriate to deliver modern healthcare.

The Rowans Surgery intends to embed its equality and diversity values into every day practice, policies and procedures so that equality and diversity becomes the norm for all.

Equality is not about treating everyone the same, it is about ensuring that access to opportunities are available to all by taking account of people’s differing needs and capabilities.

Diversity is about recognising and valuing differences through inclusion, regardless of age, disability, gender, racial origin, religion, belief, sexual orientation, commitments outside work, part-time or shift work, language, union activity, HIV status, perspectives, opinions and person values etc. The Rowans Surgery supports working towards developing a workforce that is representative of the community it serves.

The point of contact for the Practice for any enquiries relating to Equality and Diversity is our Practice Manager.

Closed Circuit Television with Audio Recording (CCTV)

CCTV is installed at the Practice premises for the purposes of staff, patient and premises security.

Cameras are located at various places on the premises (but not in consulting rooms), and images from the cameras are recorded. Where recordings are retained for the purposes of security of staff, patients and premises, these will be retained in secure storage and access controlled. Recordings which are not required for the purposes of security of staff, patients and premises, will not be retained for longer than is necessary.

End of Life Care

The Rowans Surgery aims to provide excellent end of life care to patients. Dr Hughes is the End of Life Care GP at the Rowans Surgery.

Policies are in place including a Patient Charter as well as information about Advance Care Planning. Downloaded Patient Charter and Advance Care Planning policies here.

Patients who we feel are likely to be in the last year of life are discussed at least monthly at our multidisciplinary meetings. With their consent, their details are uploaded to Coordinate My Care (CMC). CMC is an electronic communication record which is shared between us, the GP out of hours service, District nurses, the Hospice as well as the London Ambulance Service. For information about CMC, click here.

For more information about End of Life Care, please click here to be taken to the NHS Choices site.