Pine Medical Centre

Fredora Avenue, Hayes, Middlesex, UB4 8RD

Telephone: 020 8432 8569

Sorry, we're currently closed. Please call NHS 111

CQC Good Rating

Practice Charter

Practice Charter 

What you should expect from us:

We will provide you with the most appropriate treatment and health advice from suitably qualified and experienced staff, in a practice that meets required levels of safety and quality. All care and treatment will be given with your full consent. If you are unsure about any aspect of your health care do not hesitate to ask us.

We will give you full information about the services we offer and, in particular, about anything which affects your health, care and wellbeing.

We will treat you with courtesy, dignity and consideration in a fair and respectful manner

We will give you access to your medical health records, subject to any limitations by law, ensuring strict confidentiality/data protection is maintained at all times.

We will not to discriminate against patients or staff, and to adhere to equal opportunities and ethnic and human rights legislation.

We will maintain your right to privacy and confidentiality and keep your information safe and secure.

You will be able to consult an appropriate clinician on the same day if the problem is genuinely urgent. Requests to see a particular doctor may take longer.

You should not wait more than 30 minutes from the time of your appointment to seeing the doctor unless there are exceptional circumstances, in which case you will be kept updated.

We will provide home visits for patients who are unable to come to the surgery for medical reasons.

We will provide a full explanation of your condition of any tests carried out.

We will issue repeat prescriptions within two working days unless there are reasons for non-issuing. Telephone requests are no longer accepted, as this may lead to errors.

We will ensure that an out-of-hours service is available to deal with emergencies.

We will offer you appropriate healthy lifestyle information on a regular basis.

We will endeavour to answer the telephone promptly.

We have an in-house complaints procedure. If there are aspects of our care about which you wish to comment upon to complain, please contact our Operations Manager


What we expect from you

The practice staff and doctors are there to be of service to you. Please treat them with courtesy, dignity and respect at all times. Be patient with them as they are often following strict guidelines (for your safety) under the doctor’s instructions.

You have a right not to be unlawfully discriminated against the provision of NHS services, including on grounds of gender, race, disability, sexual orientation, religious beliefs, gender reassignment, pregnancy and maternity, or mental or civil partnership status and you must not discriminate staff. 

Please turn up on time for your appointment and inform us early if you need to cancel your appointment. Please be patient if the doctor is running late as this is usually due to devoting extra time to those with complicated problems.

Whilst privacy is at all times respected, please try to give our Care Navigators any details that would help towards prioritising your care.

As the appointment time is only for 10 minutes, if during consultation it is established you require more time, you may be asked to book another appointment.

You must give your GP practice accurate information about your health, condition and status and take personal responsibility and make a significant contribution to your own and your dependant’s good health and well-being.

Unless you are housebound or too unwell to travel we would expect you to come to the surgery. We have better facilities to examine and investigate your problem at the surgery than in your home.

We provide some appointments for those urgent cases that need to be seen on the same day. Please try not to abuse this system for the benefit of those whose problems are urgent.

For safety reasons, our repeat prescription system is tightly regulated. Requests for your usual ‘repeat’ medications would normally take 2 working days. Please think ahead and request your medication before your supply runs out.



Opening Times

  • Monday
    08:00am to 06:30pm
  • Tuesday
    08:00am to 06:30pm
  • Wednesday
    08:00am to 06:30pm
  • Thursday
    08:00am to 06:30pm
  • Friday
    08:00am to 06:30pm
  • Saturday
  • Sunday
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