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Whitton Corner Health and Social Care Centre
Percy Road

Telephone: 020 3458 5400

CORONAVIRUS If you have returned from China Thailand Japan Korea Hong Kong Taiwan Singapore or Malaysia in the last 14 days or have been in contact with anyone who has, and feel unwell, isolate yourself at home and call 111 for advice

Patients Charter



Dr T L Boohan & Dr J M Coyle

First Floor, Whitton Corner, Twickenham TW2 6JL (020 3458 5400)




  • All calls will be answered courteously and promptly.
  • The name of the practice and member of staff will be stated on answering the telephone.
  • We aim to answer the telephone within five rings.
  • During out-of-hours a message on the answering machine will state what time the surgery re-opens and also the telephone number to use if there is an URGENT medical problem.  A 24-hour advice service is also available on 111.
  • It is our policy not to interrupt a patient’s consultation with a GP or nurse, unless in the case of an emergency.
  • If you wish to speak to your GP or a nurse, please phone between 11.45am and 12.15pm on weekdays.



  • Patients will be greeted and directed courteously and efficiently.
  • At least one receptionist will be available throughout the practice opening times.
  • We take steps to respect the privacy of patient’s conversations, but at the same time bear in mind the safety considerations of our practice staff.



  • An appointment will be offered on the day of request with a doctor in the practice, if the patient deems it urgent.
  • You are advised to see the same doctor where possible for on-going problems for continuity of care.
  • A routine appointment will be offered if you request a particular doctor working in the surgery.  If you are unwell and unable to wait for that appointment, 48-hour appointments are available, but may not be with the doctor of your choice.
  • All patients will be seen within 30 minutes of their allocated appointment time subject to emergencies, but patients will be kept informed of any delays.



  • We will have repeat prescriptions available within two working days and will return them by post if a S.A.E. is provided, or they can be sent to any of the following pharmacists: Boots, Herman’s or Minal’s in Whitton High Street or next door at Whitton Corner Pharmacy.
  • Our written policy regarding prescriptions is included in our practice leaflet.
  • Our local policy is for a maximum of a two-month supply of medications to be issued on repeat prescription.



  • All urgent referral letters will be despatched within two working days of receipt by the secretary.
  • All routine referral letters will be despatched within five working days of receipt by the secretary.
  • The above applies to both NHS and private letters.



  • You will be visited at home between the hours of 12 noon and 4.00pm if you are too ill to attend the surgery or are housebound.  Please state if your problem is urgent. 
  • You may be telephoned by the doctor prior to the visit.



  • You will be informed by your GP or nurse when to contact the surgery regarding your results.
  • Please telephone for your results after 10.00am.
  • A record will be retained of the investigations requested by the doctor.
  • Copies of all results will be kept in your medical records.
  • Where results of an investigation indicate an immediate risk to the patient’s health, the surgery will make every attempt to contact the patient that day.



  • All surgeries will start within ten minutes of their scheduled time, subject to delays caused by emergencies.
  • Patients will be advised if there is any delay and the likely length of that delay, if at all possible with an explanation.
  • The surgery opening times will be clearly displayed outside the reception area and on the practice leaflet.



  • All medical records will be kept confidential and secure.
  • Medical records will be returned to the Health Authority in accordance with the following:

         -Routine requests -  within the next five working days.

         -Urgent requests   -  on at least the next working day via our courier collection, while we are fully staffed.

  • We will comply with the Data Protection Act and the Access to Records Act.
  • All records are kept in date order including hospital letters and reports.
  • Patients have the right to see all their computerised records and written medical records compiled after November 1991.
  • Patients are asked to put their request in writing and this will be available within 28 days of receipt.  Please note that there will be a charge for this.



  • Practice leaflets will be available to all patients and prospective patients.



  • We operate an in-house complaints procedure.  Details are available upon request.
  • We are open to suggestions and comments regarding our staff, premises and services.  Please offer these in writing to our reception staff.
  • Please understand that doctors, nurses and practice staff are sometimes sick too!



  • Jubilee Surgery will monitor its performance in the above areas, including patient co-operation and will submit the conclusions to South West London or Richmond CCG when required.



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