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Click on this link for details of walk in clinics

When we are closed please call our usual number on 0207 935 6328 and your call will be diverted to our answering service where a call handler will triage your call. You can also call 111. Calls to this number are free.

Practice Policies and Complaints Procedures

Your Electronic Record and Sharing of Information

Marylebone Health Centre- Whole Systems integrated Care(WSIC) Fair Processing Notice - To Read Fair Processing Notice please click on the link below:

How We Use Your Information 

Marylebone Health Centre-Summary Care Record (SCR) Statement of Intent

Under the new NHS GP GMS Contract (2014/2015 requirements), all GP practices are required to provide an automated upload of any changes to a patient's summary information, at least once every working day, to the Summary Care Record (SCR). 

We have been advised that we should put these requirements in place as soon as possible after 1 April 2014 and must, by 30 September 2014, publicise our statement of intent at the practice premises and, on our website.  The Health Secretary has also set a deadline of April 2015 for practices to provide online access to their own records, which as a minimum means giving patients access to the information contained in their Summary Care Record upload.

Summary Care Records contain details of a patient’s key health information – medications, allergies and adverse reactions.  They are accessible to authorised healthcare staff in emergency settings in England and can support better, safer prescribing of medication for patients by providing up-to-date information on a patient’s allergies, previous adverse reactions and medications.  Patient care can be supported by healthcare staff having faster access to their medical information and patients may not be required to repeat information to different NHS staff treating them.

Over 60% of GP surgeries in England have already gone live with the SCR and 64% of patients nationally now have a Summary Care Record.  Central London is currently one of only 4 CCGs in London not to have any practices uploading Summary Care Records (the others are Camden, Ealing, and Hillingdon).

The local NHS IT Strategic Team plan to start  running all the relevant checks and assurance work on our system, and upload, and will train GPs and practice staff  how to use the consent model.  There is no fixed timetable for this roll out. We will keep patients informed by displaying posters and leaflets in the waiting areas and include information on our website and Newsletters. We will continue to record SCR opt outs at the point of registration.  If this is not currently part of your registration process, it should be incorporated into it

Please note that this is the statement of intent that by September 30th Marylebone Health Centre will have had our system uploaded to the SCR and deliver SCR to our patients.  

If you have any questions regarding the above, please feel free to Jeanette Creaser, practice manager of Leda Game, IT Lead.

Your Choice

You can choose to have a Summary Care Record. If you would like one, you don't need to do anything. It will happen automatically. If you don’t want a Summary Care Record you can opt out by signing the opt out form and giving this into the reception.

For further information go to

Local record sharing: how your information can be shared with local health services

Your records at the practice are held on a clinical system called SystmOne that allows the sharing of electronic records across different healthcare settings and you have choices about your NHS care records.

How is this different from the Summary Care Record?

The Summary Care Record is a national database which holds information regarding your medications, allergies and adverse reactions.  Clinicians across England involved in emergency or unscheduled care have access to this.  The Local Health Record is a locally shared record, allowing clinicians who are involved in your care at a local level to see a shared record rather than a national scheme.  It also contains more information about your medical history.

Your Choice

  • You can choose to share your electronic record with other care services by sharing out. This controls whether your information entered at this service can be shared with other NHS services (i.e. made shareable). If you consent to this clinicians at other services that care for you and use SystmOne will be able to see the information recorded here. E.g. a district nurse.
  • You can choose to share your electronic record with other care services by Sharing in. This controls whether information that has been made shareable at other NHS care services can be viewed by that care service or not (i.e shared in). If you consent to this the Health Centre will be able to view information recorded on your patient record by other NHS services using SystmOne e.g. hospitals and community services.
  • You can choose not to share your electronic record with other care services i.e. not to share in or out by signing the opt out form and giving this in to reception.


It will be presumed if you agree to referral to another service that you consent to us sharing the information required for the referral.


For further information visit the Connecting for Health Website

If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery.


Subscribe to the newsletter Download the opt out form >>>>


Secondary use of Patient identifiable data

Care.Data Extraction Programme – how your data is shared for research

Information about you and the care you receive is shared, in a secure system, by health care staff to support your treatment and care. NHS England would like to link information from all the different places you receive care such as your such as your GP, hospital and community services, to help them provide a full picture.


To do this data will soon be extracted from your medical records by the Health & Social Care Information Centre (HSCIC). This is the first use of the new powers under the Health & Social Care Act 2012 from providers into the HSCIC. The intention is to make increased use of clinical information with the aim of improving health care by ensuring that data are made available to NHS Commissioners so that they can design integrated services and to third parties for research purposes.

Your Choice

If you’re happy for your medical records to be extracted and shared, you don’t need to do anything.  If you want to opt out of this extraction process, you must let the practice know your wishes by filling in the opt-out form so that we can let the Health & Social Care Information Centre (HSCIC) know. 

There are two choices to opt out:

  • Prevent your data from going to the HSCIC
  • Prevent the HSCIC from passing on your data to external third parties


To opt out complete and sign the opt out form and give this into reception, coding will then be added to your record to prevent the information being uploaded.

Opt In/Out Form

GP practices are obliged by law to send this information to the HSCIC for patients who have not opted out.

For further information go to:


GP2GP is a new system which enables the patient record to be electronically transferred when a patient changes GP surgery.

Previously when a patient transferred with a new GP the notes were sent by NHS secure post, and it was a paper record, and it could take months

For a patients new GP to have access to the patients’ medical records.  The GP Contract agreement for 2014/15 stipulates that all practices must be enabled with GP2GP by 31st March 2015.

At Marylebone we have been able to access GP2GP for the last year and the team are well trained and equipped in this new system.

Please click on this link for poster and further links.

GP2GP Poster

Access to Records

How we use your information

How we use your information

You have the right of access to your health records, unless your doctor thinks this would be a risk to your physical or mental health (which is exceptional). Such access can be arranged with your clinician or the practice manager. Records cannot be taken off the premises, but they can be copied, for a fee.

Please use one of these forms to access your medical records.

Access to records - Adults

Data Protection Registration



Zero Tolerance Policy


We believe in working in partnership with our patients, recognising that both patients and staff have rights and responsibilities to each other. The surgery will not accept any form of abuse or threatening behaviour towards any staff member or member of the public using our services.

This could result in removal from our list. Any patients acting violently towards staff/other service users will necessitate us to call the police and your name immediately removed from our list.


The practice considers aggressive behaviour to be any personal, abusive or aggressive comments, cursing, swearing, physical contact or aggressive gestures.

The practice will request the removal of any patients, or their family/representative, who is aggressive or abusive towards our staff, or member of the public, or who damages property. All instances of actual or threatened abuse will be reported to the police.

Removal of Patients from the List Procedure

Confidentiality padlocked_folders

Everyone working for the NHS has a legal duty to keep information about you confidential. Your medical records, both written and computerised are kept secure and access restricted to practice members. We only use or pass on any information about you to other health professionals involved directly with your care or with your expressed permission.

Anyone who receives information from us is also under legal duty to keep it confidential. Requests for copies of your medical records or other information about you will only be released to third parties, not involved in your medical care, with your explicit consent, except when not doing so would be deemed to put you or other members of the general public at risk. All records are protected by the Data Protection Act and you may gain access to them by applying to the practice manager.

practice Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working at the practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets the national criteria issued on 1st April 2009 and is current and up to date with best practice. Jeanette Creaser, practice manager, is responsible for ensuring that complaints are dealt with in line with the regulations.


How To Complain- We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally,within a matter of days or at mosta few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • within 12 months of the incident which caused the problem; or
  • Within 12 of discovering that you have a problem or of the incident.

Of course we will still investigate a complaint if you have good reasons for not being able to do so and if it is still possible to investigate effectively and fairly despite the delay.

Complaints should be addressed to Jeanette Creaser, practice manager or any of the Partners. Alternatively, you may ask for an appointment with Jeanette Creaser in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.


What We Shall Do- We shall acknowledge your complaint in writing within three working days and we will offer you a meeting with Jeanette to discuss the matter. At this meeting we will agree together how the complaint should be managed, the length of time it may take to investigate the issues and when you can expect to receive a final written response. When we look into your complaint, we shall aim to:

  • find out what happened and what went wrong;
  • make it possible for you to discuss the problem with those concerned, if you would like this;
  • Keep you informed of the progress of the investigation
  • make sure you receive an apology, where this is appropriate;
  • Identify what we can do to make sure the problem doesn’t happen again.



Complaining On Behalf Of Someone Else- Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. If your complaint is on behalf of a child please ensure that this is communicated clearly in your complaint.


If you want to discuss the matter further, you can contact an independent complaints advocacy service, IHCAS (London Independent Health Complaints Advocacy Service). please click on these links for contact details and further information and POhWER-London-IHCAS-Leaflet

Partnership in Practice (this link will open in a new window - popups must be allowed)

Your GP surgery is working in partnership with other surgeries in Westminster to make more medical services available to you locally. These services are delivered on behalf of Central London Healthcare, a local organisation run by all Westminster Surgeries designed to promote joint working and improve the services that patients receive from General Practice. This means that you might be seen at a local practice rather than the one you are registered at for some of these services.

Please click on the attached link to find out more about these services

If you are unhappy with the service you receive from those practices providing these service the complaints leaflet can be found here 

J Creaser

Practice Manager

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