Practice Policies & Patient Information

Practice Policies & Patient Information

Our staff are committed to providing quality healthcare for the benefit of all of our patients. View our policies to see how this is achieved.

We want you to have the best possible experience of care. The NHS Friends and Family Test is a way of gathering your feedback, so we can continually review our service.

Your feedback will help us learn more about what you think of your experience – what you like and what you think we could improve. Ultimately, you’re helping us to make changes that will ensure we can offer the best possible care.

Friends & family test

If you want to become a member of the PPG – please let the practice manager of staff know; and we can include you in our next meeting!

We can include your views and opinions even if you cannot attend meetings in person – you can join via skype, telephone, online feedback forms & email. Please let us know if you wish to join and we will find a way to accommodate you

We value your input and experience.

Contact the patient group

There are currently no vacancies.

Do you look after someone who is ill, frail, disabled or mentally ill?

Caring for someone covers a lot of things, like helping with their washing, dressing, eating, taking them to regular appointments or keeping them company when they feel lonely or anxious.

Caring for someone is an important and valuable role in the community, which is often a 24-hour job that can be very demanding and isolating for the carer.

Carers are entitled for help and support by way of access to accurate information on a range of topics such as entitlement to benefits and respite care and not least, a listening ear when things get too much.  They may also be entitled to additional benefits.

If you are a carer, please complete and return our CARERS IDENTIFICATION FORM to let us know about your caring responsibilities.

If you are our patient and wish to discuss any medical matters, please make an appointment with one of our doctors. We may refer you formally for a Carer’s Assessment to the local services to assess your current needs as a carer. They can also look at the needs of the person you care for. This could be done separately, or together, depending on the situation. There is no charge for an assessment.


We have “Carer’s Useful Contacts” list and can point you in the right direction to obtain all help and support you are entitled to (as at reception).



Local Carer’s organisation

ECIL (Ealing Centre for Independent Living)

Tel: 020 8840 8717 and 020 8840 3682



Disability Community Hub

1 Bayham Road, West Ealing, London, W13 0TQ

To have a Carer’s Assessment

(to arrange an assessment of carer’s needs)

Ealing Council (support for carers)

Tel: 020 8825 8000


Carers Line

Tel: 020 7378 4999

More information:

Cloister Road Surgery is working with Patient Champions in health-related areas of interest to our patients. We currently have a  Carers Champion and previously had an Epilepsy and Learning Disability champions. Our champion volunteers are happy to encourage confidence and share their knowledge and experience with the wider patient community. They often also have information about local and national patient support groups. Many patients are interested in a particular health-related areas because they may be:

newly diagnosed

living with a conditions themselves, or

caring for someone else

Patient Champions will do their best to:

give a voice to Cloister Road Surgery patients with similar interests and concerns

share information from a variety of reliable sources

Patient Champions will not try to:

act as an expert in this area

give clinical advice

If you would like to contact the Carers Champion, please email – otherwise email us if you would rather the Champion contact you by post or phone.

Caring for You

We aim to care for you in the way we would want our friends and family to be treated.


.. expect mutual respect, courtesy and confidentiality at all times


.. provide up to date, high quality advice and treatment

.. offer treatment options and referrals where necessary


.. lead the practice team in providing excellent, safe care for our patients

.. take a role as a leading practice locally

..train the next generation of GPs and nurses

 Our Team

We are friendly, happy and very hard working

We are committed to:

providing excellent clinical care

caring about you as a whole person

maintaining your continuity of care

 Working together

We will:

help you to make decisions about your health

act as your your advocate and guide through healthcare services

You can:

join our active Patient Group

let us know how we’re doing and how we can improve

keep your appointments or let us know as soon as possible if you can’t attend

only use urgent out-of-hours services for conditions which can’t wait until the next day or over the weekend

be nice to our staff – they do their very best for you