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Practice Policies including Complaints Policy

Data Protection, Confidentiality and Medical Records

Locked blue folderThe practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from social services. This requires your consent.
  • When we have a duty to others e.g. in child protection cases
  • Anonymised patient information will also be used at local and national level to help the NHS and Government plan services e.g. for diabetic care.  If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

To find out more information, please click on each of the document names below:

Data Protection Policy 2018      Privacy notice June 2019

Freedom of Information

Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 2018 Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the Patient Services Manager. No information will be released without patient consent unless we are legally obliged to do so.


Customer service form

If you would like to make a complaint please speak to any member of staff.  If they are unable to resolve the complaint at the time, they will arrange for you to discuss it with our Patient Services Manager. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first. Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing to the Practice Manager, as soon as possible after the event.

We will acknowledge receipt within 3 working days and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing. Where the patient is incapable of providing consent due to illness or accident it may be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. We may still need to correspond directly with the patient, or may be able to deal direct with a third party, and this depends on the wording of the authority provided.

For more information please read our complaints procedure:  Complaints Leaflet

Websites that may be helpful to you: 

Policy regarding violent/abusive behaviour

The NHS operates 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.

Health and Safety Policy

To see a copy of our Health and Safety Policy, please click here.

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