For details of the primary medical services in the area to register with please visit NHS Choices website, or contact the

Camden GP Registration Team on

(T) 020 7685 6589 oremail:

This practice is within the Camden Clinical Commissioning Group

Updated: July 2013

Practice Boundary

Frequently Asked Questions

“I had to wait half an hour, why?”

We never know what kind of problem is going to come through our surgery door. Some can take a lot of sorting out and require longer than the allotted time. We cannot just ask a patient to leave because “Your 15 minutes are up”. We would give that time to you if you needed it. Please be patient with others.

“Why i never see the doctor on my medical card”

We are a group practice and the name on your NHS card is just for administration purposes. We will offer you an appointment with the first available clinician. However you can request an appointment with the clinician you are most comfortable with, depending on their availability.

“Why I can never get through. They won’t answer the telephone”

However many telephone lines we have, however many receptionists, there will never be enough for the busiest times of the week and we cannot always tell when those busiest times will be! Afternoons are generally quieter. If you ring to get an appointment just after 8.00am on a Monday morning you will quite likely find the number engaged. If the matter is not urgent leave it until a little later when the phonesare less busy.

You can also book & cancel appointments on our website. Further information can be found on Appointments Page.
“Why i had to make an appointment; all I wanted was a prescription.”

In some cases by issuing a prescription the Doctor has to be satisfied that you need what is written on it. Unless fully satisfied, we are required by law to obtain further information. Patients are asked to obtain medication from chemists where possible.

Doctors have been instructed not to issue prescriptions for antibiotics over the telephone.

“I wanted antibiotics and the doctor wouldn’t give me any! Why”

Antibiotics are issued on prescription to Patients with bacterial infections. When used properly they can save your life. If used repeatedly for more minor ailments, resistance becomes more common making them less effective for all when they are really needed.

"Why do I have to pay!"

Most services offered carry no charge. But some do involve a fee as set down by the BMA. These include private medicals, HGV, pre-employment, fitness for sporting activities such as sub-aqua diving etc, private certificates, private medical care forms, some vaccinations and vaccination certificates, passports and various other documentation not covered under NHS contracts.

Medical Records

How do I access my medical records?

The Data Protection Act allows you to ask to see any records containing information about you; this includes your medical records. If you want to see your records you will need to complete an application for access to medical records, which can be requested through our reception team. Your complete form must be forwarded to the Practice Manager for consideration.

Please be aware that you can be refused access to your medical records if a doctor thinks seeing your records will adversely affect your mental health or upset you too much.

Accessing the records of deceased patients

To access the records of someone who has died you need to apply under the Access to Medical Records Act, 1990. You will only be able to access the records if:

  • you are the next of kin or legal executor
  • you have the permission of the next of kin
  • you have written permission from the deceased person given beforethey died

You will need to state which records you want to access and if you are taking or intend to take legal action. The same charges apply as under the Data Protection Act.

How much will I be charged to access my medical records?

£10.00 to view your computer records

Upto £50.00 for a copy of your paper and computer medical records

General Information

The Keats Group Practice is a ‘training practice’. This means hospital doctors wanting to enter general practice spend a year with us in order to gain the experience they need to become family doctors. The doctors and nurses also undertake the training of student doctors and nurses.

From time to time students, attached to the practice, will be taking part in consultations with the doctors, nurse practitioner or practice nurses or directly with patients.

If you would prefer that a student were not present, please let a member of the reception staff know or inform the doctor or the nurse.

As a training practice, your medical records may be used for educational purposes. Because of this, we ask patients registering with us to sign a consent form giving permission for their records to be used in this way.

This leaflet is for both existing patients and those considering registering with us. It tells you about our services, how to access them and some general information about how our practice operates.

Please note, we do have a Patient Participation Group and welcome new additions. If you are interested in becoming involved in this or require further information, please obtain details from our receptionists.

Disabled Access -The surgery is accessible to disabled patients. There is a ramp at the front entrance and a lift to all floors. Most consulting rooms are on the ground floor and are accessible to wheelchair users.

Patient Confidentiality - We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.

You have a right to know what information we hold about you. If you would like to see your records pick up a medical records leaflet from reception which will explain what to do next.

If you would like to see your records,please make a written request to the Practice Manager. You are entitled to receive a copy but please note a charge will be made.

Patient Rights & Responsibilities

To understand your rights and responsibilities as a patient please ask at reception for a copy of our practice charter. You can also visit the practice website on

Suggestions and Complaints

Please refer to our Comments, Complaints and Suggestions Leaflet.

We aim to give a friendly and professional service to all our patients. However, if you have any concerns or suggestions about any aspect of our service, please let us know by either speaking or writing to our Practice Manager who will be happy to help. In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can escalate it with NHS England, with support from theNHS Complaints Advocacy Service.

NHS England, PO Box 16728, Redditch, B97 9PT
Email:

Telephone: 0300 311 22 33(this is charged as a local rate call)
Website:

  • Travel Immunisation – The provision of travel immunisations is not an NHS service. However the practice does provide travel advice and some vaccinations free of charge. Please visit our website or enquire with a member of our reception team as to what vaccinations are available.

For current vaccination recommendations and comprehensive travel advice, please check the free NHS website,

New patients will have to have been registered with the practice for at least 4 weeks before travel immunisations can be provided.

  • Travel Immunisations are not considered as an emergency and so if no appointment is available please contact a travel clinic:
  • RFH Travel Centre – 020 7830 2885
  • St. Pancras Travel Clinic – 020 7388 8989
  • Masta Travel Clinic – 0845 600 2236
  • Trail finders – 020 7938 3999 (website:

Zero Tolerance

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 and we reserve the right to ask them leave the surgery. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.

How you can help us help you.

  • Be on time for your appointment
  • Tell us if you need to cancel an appointment
  • Call for home visits or urgent appointments before 10am (where possible)
  • Ring for test results after3pm

How To Register - If you live within our practice area and would like to register with us, please speak with one of our receptionists who will provide further details and registration form for completion. You will be registering with the practice rather than an individual GP.

New Patient Health Check – Any new patient aged 16 and over on regular medication or with a significant health problem will be required to book a new patient health check.

Carers – If you are a carer for someone and need advice or support, please feel free to make an appointment with a doctor or nurse practitioner to discuss what help is available.

Appointments– The GPsand Practice Nurses are available to see a specific number of patients by appointment. GP and Nurse Practitioner appointmentsare offered on the same day or up to two weeks in advance.It is the Practice policy that ifyou are more than 10 minutes late you may have to re-book an appointment. On arrival at the practice please ensure you use the self check-in facility or inform a member of the reception team of your arrival.

You can also book a GP / Nurse Practitioner appointment online via our website ( upto two weeks in advance. To sign up for this service, please come in person to the practice, bringing with you one form ofphoto-ID; we can sign you up on the spot.To use the service you will need a unique username and password which the reception staff will give you when you sign up.

You can cancel your appointment either by calling the surgery or by using our online booking system.

We ask that you are patient during your time at the surgery. Often sessions are very busy and you may have to wait. However, the staff will do all they can to ensure that you are seen as soon as possible.

Telephone Consultations -In many cases patients find that they only need to speak with a clinician rather than come in to meet face to face. This option is now available to all of our patients each morning between9am and 11.30am. Please mention that you would like a telephone consultation when you speak with reception.

Seeing the Doctor or Nurse Practitioner as an Emergency - If there are no more appointments on the day you call, and you have an urgent medical problem that cannot wait until the next day we will do our best to see you on the same day by appointment. If the surgery is very busy, this may sometimes mean you have to wait to be seen, and we would appreciate your patience if this is the case.

Nurses -The Practice Nurses provide a number of clinical services. If you need a cervical smear, contraception, blood pressure check, vaccination, travel advice, or wound dressing please ask for an appointment with a nurse. Many of these nurse appointments can be booked in advance.

Home Visits - Home visits are for those patients who are housebound and unable to attend the surgery. If you think you need an urgent visit, please telephone before 11am to discuss your situation with the duty doctor.

Repeat Prescriptions - Repeat prescription requests can be handed in at the Reception Desk, left in our letter box or faxed to us on 020 7431 8501. Alternatively, send in requests with a stamped-addressed-envelope to the surgery. You can also request prescriptions via our website (), Boots Hampstead, Ritz Pharmacy and Keats Pharmacy will collect your prescription, if requested. Please allow two working daysafter 3.30pm for collection or return.

We are unable to accept telephone requests. If a medication requested is not on the repeat prescription slip you may be asked to book an appointment to see the doctor.

Clinics –Antenatal Clinic

This clinic is held every week by the Community Midwife and is by appointment only.

6 Week Checks

If you and your baby have been given a 6-week check appointment, then you need to attend 15-30 minutes before your appointment time so that your baby can be weighed by the health visitor prior to seeing the doctor. Please allow even more time if you need to register the baby too.

Postnatal Checks: This will involve a general examination of the baby and discussion with the mother. Any issues arising will be dealt with in this session. All session are an hour long.

PLEASE ENSURE THAT YOU HAVE YOUR RED BOOK WITH YOU WHEN ATTENDING THE BABY CLINIC

Immunisation Clinic

The Immunisation Clinic runs from 2:00pm until 3:40pm on the ground floor here at The Keats Group Practice on Tuesday afternoons only. It operates on an appointment basis and appointments can be booked up to 2 weeks in advance.

Please ensure you report to reception prior to your appointment.

Please note that all babies will have to have had their 6 week check before having their first immunisation.This would be a booked appointment outside of Baby Clinic.

Please do not bring ill babies to this clinic.

Health Visitor

The Health Visitor is available, on the first floor, between 2:00pm – 3:30pm for baby weighing and advice.Health visitors are also available directly on a daily basis on 020 3317 3800. Common areas that will be covered include the list below but will be dependent on individual circumstances:-

  • Feeding your baby
  • Coping postnatal
  • Monitoring the growth of your baby
  • Advice regarding immunisations