Unit 1, Lister House Health Centre,
Abercrombie Way, Harlow,
Essex, CM18 6YJ

Practice Polices and Service Information

This section lists some of the most important Practice Policies and supporting service information. 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.


The consultation that takes place between a patient and their Doctor or Nurse is private and confidential. Quite often an examination is required to help make a diagnosis. This may be straightforward or sometimes can be more personal or of a sensitive nature.

Under these circumstances your Doctor will normally seek your agreement to a Nurse or other staff member being present or, if a relative or friend has accompanied you to the Surgery, they may be able to act as a Chaperone if you wish.

If a chaperone is not offered but you would like someone to be present, do not be afraid to tell your doctor.

Procedures which are generally regarded as being of a sensitive nature are:

  • Cervical cytology
  • Gynaecological
  • Testicular
  • Breast Examination
  • Rectal Examination

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Complaint Procedure

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Lister Medical Centre

We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level. Please speak ta a member of staff if you have a complaint; all our staff are trained to handle complaints effectively. Alternatively, ask to speak to the Practice Manager.

A complaint can be made verbally or in writing. A Complaints Forms are available from reception.

Time frames for complaints

The time constraint on bringing a complaints 12 months front the occurrence giving rise to the complaint, or 12 months from the time you became aware of the matter about which you wish to complain.

The Practice Manager at Lister Medical Centre will respond to all complaints within three business days. Furthermore, they will provide regular updates for you regarding your complaint, whilst aiming to have the complaint completely resolved within 40 days.

Investigating complaints

Lister Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.


Lister Medical Centre will ensure that all complaints are investigated with the upmost confidentiality and any documents are held separately from the patient's healthcare record.

Third party complaints

Lister Medical Centre allows a third party to make a complaint an behalf of a patient. The patient must provide consent for them to do so. A Third Party Patient Complaint form available from reception.

Final response

Lister Medical Centre will issue a final formal response to all complainants which will provide full details and the outcome of the complaint Further information is detailed in our practice policy

Further actions

If you are dissatisfied with the outcome of your complaint you can seek further guidance from: NHS England, PO BOX 16738

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Statement of Purpose

Aims and objectives

We strive:

  1. To provide exemplary clinical care
  2. To show our patients courtesy and respect at all times irrespective of ethnic origin, religious belief, personal attributes or the nature of the health problem
  3. To involve our patients, advocates and families where appropriate in decisions relating to their health and treatment
  4. To offer opportunistic health screening, to educate and promote healthy living
  5. To refer patients with their consent to other health agencies who will ensure that all their health needs are addressed
  6. To encourage our patients to get involved in the practice through surveys and the Patient Participation Group (Friends of Lister), and involve patients in changes to procedures and to comment on their care
  7. To offer services to vulnerable patients especially the homeless
  8. To ensure that all members of the team have the right skills and appropriate up to date training to carry out their duties competently. Especially in safeguarding to ensure that vulnerable patients are protected.

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Patient Removals

There may be circumstances when it would be considered reasonable, or in the best interests of the patient, to remove patients from our Practice:

  • Violence or Unacceptable Behaviour
  • Crime & Deception
  • Distance
  • Embarkation
  • Failure to attend pre-booked appointments.
  • Irretrievable breakdown of the Doctor/Nurse-Patient relationship.
  • Where a patient's behaviour falls outside of that which is normally considered reasonable and leads to an irretrievable breakdown of the doctor-patient relationship.

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Lister Medical Centre takes appropriate action for safeguarding children, young people and adults at risk of harm or abuse. This Practice adopts a zero tolerance approach to abuse, ensuring that there are robust procedures in place for the effective management of any safeguarding matters raised.

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Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.