accessibility

Accessibility...Did you know...?

We are here to try and make our practice as accessible as possible for ALL our patients. 

Amongst some of the services that we provide here at Glebelands are;

  • Language interpreatation service (in partnership with TLS - The Language Shop - https://languageshop.org/)
  • British Sign Language via video calling (in partnership with TLS - The Language Shop - https://languageshop.org/)
  • Hearing loop at reception
  • Braille written documents on a variety of NHS topics and conditions
  • Easy Read documents on a variety of NHS topics and conditions
  • Chaparones - always available on request before and during appointments.
  • We are a "Guide Dog" friendly practice
  • There is a sloped entrance to the practice, allowing easier access to wheelchair and walker users, alongside 2 x disabled parking right outside the entrance.
  • We are a "Breastfeeding Friendly" practice and can provide a safe, warm space for you to tend to your child.  
  • We are an LGBTQ+ friendly practice. 
  • 99 BSL - YouTube

For more information in "Easy Read" format, please visit https://www.easyhealth.org.uk/ 

For more information about how our website works and how it can help you, or to feedback about any accessibility issues, please go to the "Accessibility" page of our website

OTHER ROOMS

stethoscope

SERVICES WE PROVIDE

Find out more about the services we provide at the practice
PATIENT PARTICIPATION GROUP

PATIENT PARTICIPATION GROUP

Information on the patient participation group, who they are, what they do and how to apply
FOSTERING

Empower a child. Foster for Redbridge.

You could be the one to guide, listen to, teach, and enrich a child’s life, empowering them to become confident and independent young people.

If you have a place in your home and heart to foster a child, please call us on 020 8708 6068 or join us on our next virtual information session to find out more.  Visit https://www.redbridge.gov.uk/fosteringnhs to book a place. 

https://www.redbridge.gov.uk/adult-and-childrens-services/fostering/

Complaints Procedure - Changes to the patient complaints process

 From 1 July 2023 the way members of the public make a complaint about GP services to the commissioner is changing and they will now need to contact NHS North East London instead of NHS England.

  • Independent Advice and Advocacy Support:

    You can get free support, at any time, from your local independent complaint’s advocacy service. The details are as follows:

    Redbridge and Waltham Forest:

    This service is provided by Voiceability, an Independent Complaints Advocacy Service. You can contact them by:

    Telephone: 0300 303 1660, Email: helpline@voiceability.org

 

Please click here to download our Complaints Procedure policy.

Please click here to fill out our Complaints Procedure Form

 

Recording Of Telephone Conversations

  1. We may record telephone calls to:
  • Review and improve services
  • Monitor and review quality of care
  • Train, develop and manage staff and medical trainees
  • Prevent, detect, investigate and prosecute allegations, complaints, claims and / or fraud relating to patients, other organisations or our staff
  • Protect staff and patients

We do this in the interests of offering a good service to our service users, patient safety, being a good employer and to protect public funds.

  1. How will call recordings be used:
  • Quality monitoring: Written records only provide partial information. A call recording provides a more rounded view and allows us to better understand patient and staff experience and assess the processes applied. This can help us identify any improvement areas.
  • Training and development: Listening to a sample number of calls allows managers to identify training needs. Call recordings may also be used as part of training for medical students, GP registrars and other clinical staff in training at the practice. This is part of their clinical skills development.
  • Gaining a better understanding of our patients: Many calls are verbally resolved without the need to complete records. Listening to sample calls will help us better understand our patient and staff needs and gain a more informed view of organisations we signpost to.
  • Complaints and disputes: Some calls are verbally resolved. Where information is entered onto an electronic system this becomes the established record. In the event of a complaint or dispute, a call recording (if possible), may provide additional information to help us investigate and resolve
  • Employee safety and wellbeing: A recording may become a vital piece of evidence in the event of any threats being made to the organisation or an individual or in dealing with employment-related matters.
  1. How your information is shared

Generally, call recordings are not shared. In certain circumstances, for example to comply with a court order or carry out a legislative requirement, we may share call recordings.

  1. How long we keep your call recording

General call recordings will be retained for up to 36 months from the date of creation. The retention period is in line with the Records Management Code of Practice for Health and Social Care 2016.

  1. Can I request a copy of my call record?

If the recording is still available, you can request a copy of your conversation by contacting the surgery. This information will be provided to you in accordance with the terms of the Data Protection Act 1998.

  1. What we use your data for (including call recordings). Your data is processed to:
  • Review and improve services
  • Check and review quality of care
  • Train, develop and manage staff and medical trainees
  • Prevent, detect, investigate, and prosecute allegations, complaints, claims and / or fraud relating to patients, other organisations, or our staff
  • Protect staff and patients
Page last reviewed: 24 June 2025
Page created: 20 December 2023