Practice Polices

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.

Confidentiality Policy

The practice complies with the Data Protection Act.

Confidentiality is a cornerstone of health care and is central to the work of everyone working in general practice. All information about patients is confidential: from the most sensitive diagnosis, to the fact of having visited the surgery or being registered at the Practice.

The duty of confidentiality owed to a person under 16 is as great as the duty owed to any other person..

All patients can expect that their personal information will not be disclosed without their permission except in the most exceptional of circumstances, when somebody is at grave risk of serious harm.

Responsibilities of Practice Staff

All health professionals must follow their professional codes of practice and the law. This means that they must make every effort to protect confidentiality. It also means that no identifiable information about a patient is passed to anyone or any agency without the express permission of that patient, except when this is essential for providing care or is necessary to protect somebody's health, safety or well-being.

All health professionals are individually accountable for their own actions. They should also work together as a team to ensure that standards of confidentiality are upheld, and that improper disclosures are avoided.

Additionally, the GP as an employer

Is responsible for ensuring that everybody employed by the Practice understands the need for, and maintains, confidentiality.

Has overall responsibility for ensuring that systems and mechanisms to protect confidentiality are in place.

Has vicarious liability for the actions of those working in the Practice - the health professionals and the non-clinical staff.

Standards of confidentiality apply to all health professionals, administrative and ancillary staff - including receptionists, secretaries, practice managers, cleaners and maintenance staff who are bound by contracts of employment to maintain confidentiality - and also to students or others observing practice. They must not reveal, to anybody outside the Practice, personal information they learn in the course of their work, or due to their presence in the surgery, without the patient's consent. Nor will they discuss with colleagues any aspect of a patient's attendance at the surgery in a way that might allow identification of the patient, unless to do so is necessary for that patient's care.

If disclosure is necessary

if a patient or another person is at grave risk of serious harm which disclosure to an appropriate person would prevent, the relevant health professional will counsel the patient about the benefits of disclosure. If the patient refuses to allow disclosure, the health professional can take advice from a professional, regulatory or defence body, in order to decide whether a disclosure without consent is justified to protect the patient or another person.

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.

Access to Medical Records

The practice is registered and complies with the Data Protection Act 1998. Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Act.

Please contact the Practice Manager for further information.

You can now view your basic medical summary online through Vision Online Services. Once registered you will have access to your list of recent medications, any adverse reactions and allergies you may have. Please click here for further information.

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.