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Patient Information

PELC is committed to fairness, equality and diversity in all dealings with our patients and we respect your human rights.  You can expect to be treated with respect and dignity at all times.

Consent to treatment

You have the right to accept or refuse treatment that is offered to you, and not to be given any physical examination or treatment unless you have given valid consent.  If you do not have the capacity to do so, consent must be obtained from a person legally able to act on your behalf, or the treatment must be in your best interests.


You have the right to have a chaperone (someone to accompany you) or an interpreter with you at your consultation, should you request one.  If you require a chaperone then please make it known on your clinician so that we can arrange for one where it is possible.

Safeguarding patients

We aim to provide safe services and to protect all patients from harm or abuse. If you have any concerns about our services or any of our staff, please let us know by emailing or phoning us on 0208 911 1130. Reporting your concerns will not affect your right to receive services from us.

If you have any concerns about a patient or wish to speak to someone about any safeguarding concerns, please inform a clinical member of staff who will be able to help you. There are designated safeguarding leads within the organisation who will be involved in advising you.If you have been abused or have reason to suspect that someone, an adult or child, may be at risk of harm contact your local council for advice and help.

For more information on recognising and reporting abuse, visit your local council website:

Barking and Dagenham



Access to Patient Information

PELC keep a care record of any assessments, examination, treatment or care you received from our doctors or nurses. Under the Data Protection Act 1998, you have the right to access your health records.

If you would like to see records of your consultation, please ask your GP. You can also make a written request to us which must include your authorising signature.
For more information on consent to care and treatment and your rights visit

Using our UTCs

If your problem is life threatening, please ring 999 or proceed to A&E.

If you have a medical problem that is not serious or urgent we recommend that you contact 111(click here) for advice or, alternatively, contact your GP. However, if you do need urgent treatment then you can attend any of our open UTCs and receive treatment.

When you arrive and register at our front desk you will be clinically assessed to determine the right treatment pathway.

This could be directly to an emergency department or acute specialty, to a minor injury or illness service provided by our UTC clinicians or to a booked GP face to face or telephone appointment at a local GP hub.

UTC’s try to ensure you have the minimum possible wait before receiving treatment but when demand is high this can be lengthy. The current waiting times for treatment at each of our sites is shown below.

Patients in our registration queue or waiting in our UTCs are monitored to ensure that potentially serious problems or a deterioration in health is immediately identified and prioritised for treatment.

Please find below the current average wait times at our UTCs :

Patient Experience and making complaints

Our aim is to ensure you feel looked after and get the right treatment in the quickest possible time. We are always keen to get your comments, both good and bad, so that we can monitor and improve our service. This can be through written comments using the forms provided on site or by completing our online surveys using the QR codes posted at our UTCs or as a link on this website.

If you do need to make a complaint please raise any immediate concern with our staff on site who should be able to address the issue. If a problem is not resolved satisfactorily for you and you wish to make a formal complaint then you can do this by writing/emailing or by submitting a complaint using the link here

Helping our staff

We are committed to ensuring our staff are properly supported and protected in the workplace so you should be aware that we operate a zero tolerance policy on abuse or threatening behaviour to our staff. If you are unhappy with the service you are getting please use the options that we provide for raising queries and complaints and we will do our best to ensure they are swiftly and effectively addressed and that where there are problems that the reasons are fully explained to you. You co-operation in helping our staff with this is much appreciated.


Although there has been a relaxation of guidelines nationally because of the high levels or risk we are still applying restrictions at our sites. Please follow the guidelines displayed on site and if you think you may have Covid please inform our staff at the earliest opportunity so you can use the special arrangements that we have in place for those with Covid.

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