Our ethos is based upon 4 fundamental principles and all members of our team were involved in developing it:
- To provide the highest quality of care to all our patients regardless of their background.
- To treat every patient holistically- this means looking at social, psychological and physical reasons when trying to deal with their problems.
- To continuously strive to improve the quality of care we provide as a team by being a “learning organisation”. This means learning from both good and bad aspects of our practices and to identify learning needs based upon this.
- To be involved in the teaching and training of other health professionals such as medical students, Doctors, Nurses, Counsellors and physios.
Find out more about:
- Opening Times
- Repeat Prescriptions
- Sick Notes
- Comments & Complaints
- How to Register as a New Patient
- Making Appointments
- Accidents & Emergencies, Out of Hours
- Telephone Consultations
- Practice Policies
Please help us to help you and our other patients. Our doctors are able to see several patients in the surgery in the time it takes to do a single home visit. For this reason, we ask our patients to come to the surgery where required, and we also offer video and telephone consultations where appropriate.
However, we can visit you at home if you are:
- terminally ill
- severely ill and cannot be mobilised
We want to see patients as quickly as possible, and the best way is often to encourage them to come to the surgery, because your GP will have access to all your medical records, including those held on computer. There are also better facilities for examining and treating patients at the surgery.
Babies and small children should be brought to the surgery where we will do our best to see them promptly. If our reception staff are made aware that your child is particularly unwell, they will do everything they can to ensure that you are not kept waiting unnecessarily to see the GP.
Transport/social problems –We cannot undertake home visits for reasons of convenience or lack of transport .We will be happy to provide you with details of local taxi firms. From experience we find that relatives, neighbours or friends are often willing to help out.
Our responsibility to you is to resolve the medical problem you have; your responsibility is to take all the reasonable steps you are able to, to enable us to do that.
Please request visits before 10am whenever possible as this allows the GP to plan their day accordingly. Late requests often lead to disruption of the appointment system and excessive waiting times for others.
A doctor/nurse will call you back on most occasions to assess your problem. This is to enable the GP to prioritise visits.
It may be that your problem can be dealt with by telephone advice, or that it would be more appropriate to send a nurse or indeed arrange a hospital attendance. It also prepares the GP to collect some information required as necessary for the visit.
The GP may ask you to come to the surgery, where you will be seen as soon as possible. We would like to stress that no patient in serious and definite need of a home visit will be refused.
In the past, GPs were able to routinely follow up home visits. Sadly, pressures of time and more patients needing attention means this is usually no longer possible.
Some problems such as severe chest pains or shortness of breath are medical emergencies and you will be advised to dial 999.
Information sharing with other services
We may need to share your medical information with other organisations involved in the delivery of your care e.g. Podiatry or District Nursing. We will not share identifiable information with anyone that isn’t involved in your care unless legally required to.
You would have been asked to opt in or out when you registered at one of our GP surgeries as follows: “Are you happy for us to Share Out your full medical records electronically with other services involved in your care and/or to view (Share In) medical records held by other services?”
If you wish to reconsider or do not consider that you have opted in or out, you may contact our practice reception to discuss further and appropriate action will be taken.
Find out more about Your Information and Data Processing.
Statement of Purpose
Extract from our Care Quality Commission statement of purpose, outlining Our service aims and objectives:
- Provide high quality world-class accessible healthcare · Innovating solutions responsive to patient needs
- Investing in staff through structured coaching, leadership and training
- Develop systems that provide the organisation with information on patient safety, patient experience, clinical effectiveness, service performance and financial performance
- Health Promotion
- Disease Prevention
- Effective and safe prescribing
- Identifying risks and implementing strategies
- Making our services accessible and convenient for all patient groups
- Ensuring services are appropriate and responsive to our patient needs
- Involving patients in delivering or designing services
- Commitment to continued professional development and clinical governance
- Regular progress audits in health promotion and disease prevention
Thornton Road Surgery has been awarded the prestigious Quality Practice Award in September 2014. QPA is a standards-based quality accreditation process that encourages and supports practices to deliver the very highest quality care to their patients.
Quality Practice Award recognises the commitment of the entire team, including the attached staff, in providing high quality care for patients within a learning and adaptive environment.
AT Medics practices are ISO 9001:2008 accredited.
ISO 9001 is an internationally recognised standard for a quality management within an organisation, demonstrating ability to consistently provide services that meets customer and regulatory requirements, and aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement and control.
As an organisation we take great pride in training and developing all of our staff. We believe in nurturing our employees, supporting them to realize their potential and to be part of the success of the organisation.
We are passionate about inspiring managers and leaders who offer consistent approach, motivation and satisfaction to staff. Our Investors in People accreditation demonstrates our commitment to improvement in service delivery through development of all employees within our organisation.
Investors in People is a management framework for high performance through people, and is recognised across the world as a mark of excellence.
Care Quality Commission (CQC) is the independent regulator of health and social care in England. They make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.
CQC monitors, inspects and regulates services to make sure they meet fundamental standards of quality and safety and publish what they find to help people choose care.
Thornton Road Surgery was rated Good by CQC on 18 November 2016 – find out more about the rating.
Thornton Road Surgery is accredited as a Teaching Practice by the School of General Practice (also known as the London Deanery). We train F2 Doctors along with final year and year 4 students.
We regularly have medical students either sitting in and observing a GP or seeing patients while being supervised by one of our GPs.
If you prefer not to have a medical student during your consultation then please speak to one of our reception staff members.
Forms and Letters
Private Health Insurance Claim forms, Insurance certificates for continued sickness, Travel Insurance Claim forms, Fitness to travel, Community Care application, etc
Please ask for advice from reception if you have a form that you think the doctor needs to fill in. You may be asked to leave it at reception and collect it at a later date. A charge will be made for forms that are not covered by the NHS (view our fees). Please do not ask a doctor to fill in a form or write a letter during surgery as this causes delays for other patients.
Letters regarding housing will not be written except at the formal request of the housing department or housing association. The doctors DO NOT sign passport forms or driving licence applications.
IMPORTANT: read our guidance on Letters and Reports before you book an appointment.
All of our practice staff are aware of the importance of confidentiality. We train staff on all aspects of confidentiality with respect to both manual and electronic health records. We keep all your health information confidential and secure in accordance with the Data Protection Act 1998, and have a legal responsibility to keep confidential all of the information held about you.
We respect your right to privacy. You have a right to access your medical records in accordance with the Access to Records Act 1990. Any request for a report or copies of notes requires a signed patient consent form and will incur a charge. Further information is available from reception.
Freedom of Information
We respect the public’s right to know how public services are organised and run. You can find our Publication Scheme on the Freedom of Information website.
If you would like a chaperone when you see the doctor or nurse, please feel free to bring someone with you, or ask at reception when making your appointment. If you attend an urgent appointment you will be asked to see whichever doctor is available.
If you require an interpreter either call or come into the surgery and we will be happy to arrange the service. The service covers a large range of languages, but you must inform us at least three days before your appointment.
Zero Tolerance Policy
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.
Patient Advice & Liaison Service (PALS)
For free confidential advice or information on health services in Croydon call 0800 456 1517.
Or you can write to them at:
NHS Croydon Clinical Commissioning Group
Bernard Weatherill House
8 Mint Walk
Croydon CR0 1EA
How You Can Help Us
- Be on time for your appointment.
- Let us know early if you need to cancel your appointment so we can offer the appointment to someone else.
Croydon GP Hubs
People who live or work in Croydon have access to a wide range of urgent care services including booked appointments within three GP Hubs from 8am to 8pm, seven days a week, if you require medical assistance that cannot wait for you to see your own GP.
To access a Croydon GP Hub, call 111. Find out more on www.croydongphub.co.uk, locations and travel information for the hubs are mentioned below.
GP HUB CENTRAL CROYDON
- 10 minutes drive from nearest A&E department (Croydon University Hospital).
- Car: Free & Paid Parking Available within 2 minutes walk
- Tram: 3 minute walk from Lebanon Road Tram Stop
- Train: 5 minutes walk from East Croydon Train Station
- Bus: Routes 64, 119, 194, 198, 433, 466
- Address: East Croydon Medical Centre, 59 Addiscombe Road, CR0 6SD
GP HUB PURLEY
- 12 minutes drive from nearest A&E department (Croydon University Hospital).
- Car: Free & Paid Parking Available within 2 minutes walk
- Train: 6 minutes walk from Purley Train Station
- Bus: Routes 60, 166, 289, 405, 407, 412, 455 & 466
- Address: Purley War Memorial Hospital, 856 Brighton Road, CR8 2YL
GP HUB PARKWAY
- 16 minutes drive from nearest A&E department (Princess Royal University Hospital)
- Car: Free Parking Available outside
- Tram: 1 minute walk from New Addington Tramlink
- Bus: Routes 64, 130, 314, 464, 664
- Address: Parkway Health Centre, Parkway, New Addington, CR0 0JA
Important Telephone Numbers
Specialist Clinics and Services
We provide an additional range of services including:-
Clinics for Asthma, Diabetes, Hypertension, Cervical Screening, Childhood Immunizations, Maternity Services (Antenatal Care, Post Natal Care, Baby Checks, etc), Family Planning Services, Travel Advice and Immunizations, Adult immunizations, Stopping Smoking Clinic.
Named Accountable GP
We have allocated a Named Accountable GP for all of our registered patients. New patients joining us will be advised of their Accountable GP at the point of registration. If you do not know who your named GP is, please ask a member of our reception team.
What is a ‘Named Accountable GPs’ role?
A named accountable GP takes responsibility for the coordination and delivery of all appropriate patient services required (based on the clinical judgement of the named accountable GP). Additionally, if a third party requests your GPs information, this is the GP name that you would give.
Does the requirement mean 24 hour responsibility for patients?
No. The named GP will not:
- Be indirectly responsibility for the work of other doctors or health professionals.
- Have 24 hour responsibility for the patient or have to change their working hours. The requirement does not imply personal availability for GPs throughout the working week.
- Be the only GP or clinician who will provide care to that patient.
Do patients have to see the named GP when they book an appointment with the practice?
- No. Patients can and should feel free to choose to see any GP or nurse in the practice in line with current arrangements. However, some patients may prefer to see their named GP for continuity of care.
What does this mean for patients with complex healthcare needs?
- If you require a care plan, your named GP would be responsible for ensuring this is created with you and reviewed appropriately.
Can patients continue to see their preferred GP if different to their named GP?
- Yes, this does not have to change. Please continue to make appointments with your preferred GP.
Can patients change their named GP?
- Having a named GP different to your preferred GP will not restrict your care in any way. However, if you would like to request that your named GP be changed please put this in writing addressed to the Practice Manager.
Please speak to a member of our staff if you require further information.
Average GP earnings
From April 2015, all GP practices are required to declare the mean earnings (i.e. average pay) for GPs working to deliver NHS services to patients at the practice for over six months. Alongside the mean figure, practices are required to publish the number of Full-time, Part-time and regular Locum GPs at the practice.
The average pay for GPs working in Thornton Road and Valley Park Surgeries in the last financial year was £55,069 before tax and National Insurance. This is for 5 part time GPs who worked in the practice for more than six months.