Keats House Health Centre,
Bush Fair, Harlow,
Essex, CM18 6LY

Practice Policies and Service Information

This section lists some of the most important Practice Policies. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.

Accessible Information Standard

The Accessible Information Standard aims to ensure that disabled people have access to information they can understand and the communication support they may need. The Standard applies to service providers across the NHS and adult social care system. As organisations that provide NHS services, GP practices are by law required to follow the Standard under Section 250 of the Health and Social Care Act.

The 5 key requirements of the Standard are:

  • Ask patients and carers if they have any information or communication needs, and find out how to meet their needs
  • Record those needs in a set way
  • Highlight a patient’s file, so it is clear that they have information or communication needs, and clearly explain how those needs should be met
  • Share information about a person’s needs with another NHS and adult social care providers, when they have consent or permission to do so
  • Make sure that people get information in an accessible way and communication support if they need it.

We aim to communicate well with our patients and want to make sure that you can read and understand the information we are providing

If you find it hard to read our letters or if you need someone to support you, please let us know.  We can assist you by providing information in a larger print or making it easier to read and understand.

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The practice is committed to providing a safe and comfortable environment where patients and staff are confident that best practice is being followed.  

Patients are entitled to ask for a chaperone for any consultation, examination or procedure where they feel they prefer to have a chaperone.  

The practice will endeavour to provide a formally trained chaperone upon request, but patients would help us by requesting a chaperone when booking an appointment where a chaperone is required.  This may mean rescheduling appointments in order to meet this need.

A doctor, nurse or other health care professional may also require a chaperone to be present for certain consultations.

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Complaint Procedure

In the event of a complaint it will be dealt with as quickly as possible.  We will make contact with you as soon as possible and if necessary a detailed written response will be sent.

To help us to do this we request you to complete a complaint form and give it to the Doctor or Manager. You will be asked to discuss the matter with the Doctor if you wish and you may bring a friend with you.

If you are not happy with the outcome of this, you may wish to approach Patient Advice and Liaison Service (PALS), their contact details are:

  • Telephone: 01992 566122 or 566123 or 0800 7833396
  • Email:
  • Postal Address: Building 4, Spencer Close, St. Margaret’s Hospital, The Plain, Epping CM16 6TN

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Removal From Practice List

Very rarely the Practice finds it necessary to remove a patient from the Practice List.

This is usually on the recommendation of the British Medical Association (BMA) and Royal College of General Practitioners (RCGP). Should this occur, you will receive a letter stating clearly why you are being removed and with instructions on how you may register with another Doctor in the area.

You can also contact West Essex Clinical Commisioning Group on 01992 566140.

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Zero Tolerance to Violence Policy

All practices, in line with government guidelines, have a 'Zero Tolerance to Violence' policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.