Practice Charter

We aim to work in partnership with you. These are the rules we follow:

Our responsibilities

Never to discriminate against people on the grounds of race, class, age, sexual orientation, ability or religion.

To respect other people and their property as we want to be respected ourselves. Behaviour that disturbs or offends other practice users or staff or presents a threat, actual or potential, is unacceptable. In the event of violence or abusive behaviour towards staff or other practice users, we have the right to refuse to provide future medical care, and in extreme circumstances to involve the police.


We are here to provide you with confidential health care. You can expect to be treated politely and considerately, with respect for your dignity and privacy.

We will not divulge anything about your health to a third party including your parents without your permission except in exceptional circumstances or when there is a legal obligation.

We will listen to you and respect your right to be fully involved in discussions about your care.

Data Protection

The practice is computerised and registered under the Data Protection Act. Personal information will be confidential to the NHS unless you have given permission in writing. The practice has produced and published information in compliance with the Freedom of Information Act.

Summary Care Record

Your medical record will be added to the NHS Summary care Record and may be accessed by other NHS providers. If you do not wish for your medical record to be added to the NHS Summary Care Record you may opt out of this scheme. Please speak to SHS reception.

Patients’ responsibilities

We ask that patients are courteous to staff at all times. Any patient who behaves with unacceptable rudeness, aggression or discourtesy towards any GP or member of staff will be removed from the list.

We ask that you attend appointments on time or give the practice adequate notice if you wish to cancel in order that the appointment may be made available to someone else. An appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made.

Patients should make every effort to consult at the surgery to make the best use of nursing and medical time – home visits should be medically justifiable.

Out-of-hours calls, e.g. evening, night and weekends, should only be requested if they are felt to be truly necessary.

Patients should only request an urgent appointment if it is truly urgent.

Sutton’s Wharf Health Centre is an independent contractor to Tower Hamlets CCG (Clinical Commissioning Group) operating as an unlimited liability partnership. Details of primary medical services available in the area may be obtained by contacting Tower Hamlets CCG, 2nd Floor, Alderney Building, Mile End Hospital, Bancroft Road E1 4DG, 020 3688 2500.