Chapter 3 – Health Services and Support
This chapter gives information about GPs, dentists and hospitals, other health services and
support and how to make a complaint.
Primary Care
General Practitioners (GPs)
For a list of doctors’ surgeries contact:
The Primary Care Support Service,
187 Ewell Road, Surbiton, KT6 6AU
Tel: 020 8335 1400
or search the directory at The NHS Choices: www.nhs.uk
NHS Dentists
Details from the Primary Care Support Service (see above) or search at www.nhs.uk.
This listing also includes details on access.
The Community Dental Service (CDS) caters for people with disabilities who cannot get to a
dentist. Tel: 020 8546 7711 Ext. 2349
NHS Direct
This service gives you useful information on all areas of health. It is staffed by qualified nurses
and can sometimes reassure and save you a trip to your GP.
It also has a very useful website for information and advice.
Tel: 0845 46 47 – open 24 hours
Web: www.nhsdirect.nhs.uk
Carers Direct
Information, advice and support for carers.
Tel: 0808 802 0202
Web: www.carersdirectenquiry.nhs.uk
Hospital Services
Accident and Emergency
The main local general hospitals with 24-hour accident and emergency services are:
● West Middlesex, Isleworth
● Kingston, Norbiton
● Charing Cross, Hammersmith
Tel: 020 8321 5746/7
Tel: 020 8546 7711
Tel:020 3311 1005
NHS Walk-in Centre at Teddington Memorial Hospital,Hampton Road, TW11 OJL
Seven days a week, every day of the year.
Mon-Fri: 8am - 10pm
Sat, Sun, Bank Holidays: 8am - 9pm
Tel: 020 8714 4004
Minor Injuries Unit
At Queen Mary’s Hospital Roehampton Lane
8am - 7.30pm, 7 days a week. Does not treat children under 2 years or road traffic victims.
Tel: 020 8487 6999
Patient Advice and Liaison Services (PALS)
Offer a wide range of information about NHS services.
Kingston Hospital PALS
Tel: 020 8934 3993
Email: pals@kingstonhospital.nhs.uk
West Middlesex Hospital PALS Tel: 020 8321 6261
Email: PALSservice@wmuh.nhs.uk
Richmond / Twickenham PALS
Email: richmondpals@nhs.net
Tel: 020 8734 3001
Transport to Health Services
There are various options available for people who may need help with transport to health
services.
NHS Hospitals provides non-emergency transport by ambulance, mini-bus or taxi. Let your GP
know when you make the appointment and let the hospital know if they make further
appointments for you. Patients cannot book this service for themselves.
The London Taxicard is another option. See Chapter 8 – Transport for more details.
Other Services
Appliance Centres
Each of the main hospitals has a centre for free surgical footwear, fabric supports, callipers etc.
Your doctor can refer you.
Continence Service
Continence Service Administration Office, Teddington Memorial Hospital Tel: 020 8714 4086
For information and advice on continence :
Bladder and Bowel Foundation
Tel: 0800 011 46 23
Disabled Living Foundation
Helpline: 0845 130 9177
Email: helpline@dlf.org.uk
Web: www.dlf.org.uk
Contraception
Teddington Health and Social Care Centre, 18 Queen’s Road Teddington, TW11 0LR
Tel. 020 8614 5300
Emergency contraception only:
Teddington Walk-in Centre: 020 8714 4004
Queen Mary’s Hospital Minor Injuries Unit 020 8487 6999
Eating Disorders
An outpatient team based at Richmond Royal Hospital.
Tel: 020 8772 5688, Wednesdays: 020 8682 6747
Fax: 020 8772 5689
Or,
An outpatient team based at the Springfield University Hospital, Tooting.
Tel: 020 8682 6000
Hearing Aid Centres
Your doctor can refer you to one of these centres at West Middlesex Hospital or Teddington
Memorial Hospital to see if you need a hearing aid.
NHS hearing aids, repairs and batteries are free.
Integrated Neurological Services (INS)
A charity that provides various services and support for people with neurological conditions
such as MS and Parkinsons.
Tel: 020 8755 4000
Email: admin@ins.org.uk
Macmillan Information and Support Centre
Kingston Hospital, The Sir William Rous Unit, Galsworthy Road, Kingston, KT2 7QB
Reception: 0208 973 5000
Mulberry Centre
Provides suppport and information to people affected by cancer, be they patients, carers or the
bereaved.
c/o West Middlesex University Hospital, Twickenham Road, Isleworth, TW7 6AF
Tel: 0208 3216300
Email: claire.james@themulberrycentre.co.uk
Web: www.themulberrycentre.co.uk
HIV/AIDS:
National and local organisations offering advice and support for people with HIV/AIDS:
The Roehampton Clinic
At Queen Mary’s Hospital, provides confidential advice and care on sexual health, family
planning and HIV/AIDS. Tel: 0208 487 6862 / 6861
District Nurses
To speak to District Nurses contact Sheen Lane Clinic:
Tel: 020 8487 1600
South London HIV Partnership
HIV health support, advice, advocacy, peer support and counselling.
Tel: 020 7160 0949
Web: www.slhp.org.uk
Terrence Higgins Trust
Emotional support, information and advice.
Tel: 0808 802 1221 (9.30 to 5.30 Monday to Friday)
Web: www.tht.org.uk
Email: info@tht.org.uk
The UK National AIDS Trust (NAT)
Information and resources.
Tel: 020 7814 6767
Email: info@nat.org.uk
Web: www.nat.org.uk
Mental Health Services
To get help from your local Community Mental Health Team you can visit your doctor (GP) who
can refer you. The Community Mental Health Teams offer support for people with severe or
long-term mental health needs. The teams include a range of health and social care
professionals, including doctors, nurses, therapists and social workers.
Community Mental Health Teams:
Hampton Community Mental Health Team
The Maddison Centre, 140 Church Road, Teddington, TW11 8QL
Tel: 020 8977 3156
Richmond Community Mental Health Team
Richmond Royal Hospital, Kew Foot Road, TW9 2TE
Tel: 0203 513 3200
Twickenham Community Mental Health Team
The Maddison Centre, 140 Church Road, Teddington, TW11 8QL
Tel: 020 3513 1700
Child and Adolescent Mental Health Service (CAMHS)
Richmond Royal Hospital, Kew Foot Road, TW9 2TE
Tel: 020 8772 5661 Email: angela.caulder@swlstg-tr.nhs.uk
Richmond Community Mental Health Team for Older People
Barnes Hospital, South Worple Way, Barnes, SW14 8SU
Tel: 0203 513 4981
Minicom: 020 8876 5471
Email: madeleine.wheeler@swlstg-tr.nhs.uk
Mental Health Advice, Peer Support and Social Groups
Richmond Borough Mind
Offers support, information and advice about mental health concerns and services.
Tel: 020 3513 3404
Email: info@rbmind.com
Web: www.rbmind.org
Depression Alliance Richmond
Meets on the first Thursday of the month 7.30 to 9.00 pm
Richmond and Putney Unitarian Church, Ormond Road, Richmond TW10 6TH
Contact Depression Alliance for further details
Tel: 0845 123 2320
Email: information@depressionalliance.org
Depression Alliance Twickenham
Meets twice a month on 2nd and 4th Wednesday, 7.30pm to 9.00pm
Holy Trinity Church, The Green, Twickenham, TW2 5TU
Tel: 07801 240186 (Alasdair)
Email: allymack123@yahoo.co.uk
Web: www.depressionalliancetwickenham.com
Still Building Bridges
Self help group aims to help people with mental health problems to socialise and more.
Contact: Helen Robinson
Tel: 020 8878 9247
Email: helenjudithrobinson@blueyonder.co.uk
TAO - Together As One – Free drop-in service
Run by clients and volunteers, they provide support in Twickenham for anyone experiencing
loneliness or social isolation – particularly as a result of mental health issues.
The Pavilion, Twickenham Green (Near First Cross Road)
Mondays and Thursday 11am – 4.30pm
Contact TAO Secretary Tel: 07504 824 657 Email: carolajegbo@hotmail.co.uk
Taking Contol
Mental health peer support group.
DAAC, 4 Waldegrave Road, Teddington, TW11 8HT
Contact: Amber Chidakashi
Tel: 07799 892340
Email: amberteaching@gmail.com
Twickenham MDF Self Help Group
A forum for mutual support and information for sufferers and carers affected by bipolar affective
disorder (previously known as Manic Depression). First Thursday of each month.
St Mary's Church Hall, Church Lane, Twickenham, TW11 3NJ
Tel: 0845 434 9906
Web: www.mdf.org.uk
Vineyard Community Centre
This centre provides a morning drop-in and other support for people who are homeless or in
crisis. For all Community Centre enquiries, including volunteering opportunities please contact
Desiree Shepherd, Centre manager:
Tel: 020 8439 9735
Address: The Vineyard, Richmond, TW10 6AQ
Email: info@vineyardcommunity.org
Rehabilitation
Your GP can refer you to:
Rehabilitation Centre: At Queen Mary’s Hospital, Roehampton: Tel: 020 8487 6000
Rehabilitation Clinic: At Evelyn Road, Richmond. Tel: 020 8614 7350
Respite Care
Richmond Carers Centre
5 Briar Road,Twickenham, Richmond, TW2 6RB
Tel: 020 8867 2380 Fax: 020 8538 3712
Email: info@richmondcarers.org
Carers Support Line: 020 8867 2380
Monday to Thursday 10.00am to 2.00pm.
Crossroads Care Richmond & Kingston upon Thames
Tel: 020 8943 9421
Web: www.crossroads.org.uk/richmond
Homelink Day Respite Care Centre
c/o St Augustines Church, Hospital Bridge Road,
Whitton, TW2 6DE
Tel: 020 8255 1992
Email: info@homelinkdaycare.co.uk
You may also qualify for a short break through the council, whether as respite from care, a
short break or holiday, or time away from home. There are a number of opportunities and
schemes available and these can change from time to time. Helpful information can be found at
this link and you can call Richmond AID or Richmond Carers Centre for more information.
The charity Vitalise also offer respite and short breaks for disabled people and their carers.
Tel: 0303 303 0145
Fax: 929 7288 6899
Email: info@vitalise.org.uk
Web: www.vitalise.org.uk
Sexual Health
Wolverton Centre for Sexual Health
Kingston Hospital, Galsworthy Road, Kingston, KT2 7QB
Tel: 020 8974 9331
West Middlesex Hospital Sexual Health Clinic
Twickenham Road, Isleworth, TW7 6AF
Clinic appointments and telephone advice: 020 8321 5718
Roehampton Clinic
Queen Mary’s Hospital, Roehampton Lane SW15 5PN
Clinic appointments and advice: 020 8487 6861 / 6862
Therapy services
A range of services are available, including Chiropody, Speech and Language Therapy, Clinical
Psychology, Occupational Therapy, Physiotherapy and Rehabilitation. Ask for further
information at your GP surgery. You will normally need a referral from your GP.
Well Woman / Well Man
Largely run at GP surgeries. Also there is one attached to the
Genito-Urinary Medicine clinic at the West Middlesex Hospital.
Wheelchairs
Free if needed permanently.
Queen Mary’s Hospital, Roehampton, provides a service for the whole of the Borough.
Tel: 020 8487 6085/4
NHS Complaints
If you have a complaint about NHS health care – GPs, dentists, pharmacists and opticians –
you should first try to take it to the surgery, practice or pharmacy involved, and speak to the
Practice Manager.
The NHS calls this Local Resolution.
If you are not satisfied with the outcome of this process, you can complain to the Quality
Manager at NHS Richmond. Complaints must be made within six months.
For NHS complaints, contact: NHS Richmond Quality Manager
Thames House, 180 High Street, Teddington. TW11 8HU
Tel: 020 8973 3097
Email: complaints@rtpct.nhs.uk
For advice and information:
Patient Advice and Liaison Service Manager (PALS)
Tel: 020 8734 3001
Email: richmondpals@nhs.net
For complaints about Community Services (District nursing, Teddington Memorial Hospital and
walk-in centre), contact:
Assistant Director, Patient Experience & Clinical Quality,
Hounslow & Richmond Community Health Services (HRCH)
Sovereign Court, 15-21 Staines Road, Hounslow, TW3 3HR
PALS Officer: 020 8630 2923.
Or for complaints about NHS Richmond you can write to:
Chief Executive, NHS Richmond, Thames House, 180 High Street, Teddington, TW11 8HU.
If you are still dissatisfied after trying for local resolution and a complaint to NHS Richmond,
you can ask the Health Service Ombudsman for an independent review.
Contact: The Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
Tel: 0845 015 4033
Email phso.enquiries@ombudsman.org.uk
Web: www.ombudsman.org.uk
For independent advice, contact Richmond AID, or The Independent Complaints Advocacy
Service (ICAS), who can give advice on how to complain and help in making a complaint.
London Area ICAS services are provided by
PohWer.
POhWER services are free and confidential. There is no upper age limit for POhWER services
but a lower age limit may apply for some services.
CAN Mezzanine 32-36 Loman Street, London SE1 0EH
Tel: 0300 456 2370
Minicom: 0300 456 2364
Web: www.pohwer.net
Email: pohwer@pohwer.net
Richmond Healthwatch (formerly Richmond LINks – Local Involvement Network) – A
network of local individuals and organisations who work together on a voluntary basis to make
sure the best health and social care is available in and around the borough.
CITIBASE, 20 Mortlake High Street, Richmond, SW14 8JN
Tel: 020 3178 8784
Email: info@richmondlink.org.uk
Web: www.richmondlink.org.uk