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Practice Policies

Confidentiality & 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 the social work department. 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 Health Board 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.

Freedom of Information

Information about the General Practioners 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 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Suggestions, Complaints and Compliments

The Health Centre is committed to providing high quality healthcare and services to patients.

If you have a complaint, compliment or suggestion about the service you have received from the Health Centre, please let us know.

We operate a complaints procedure as part of the NHS system for dealing with complaints. The practice complaints procedure meets national criteria. You can download the “Making a Complaint or Suggestion”leaflet or request a copy from reception.

  • We welcome your suggestions to improve the service we offer you.
  • Please let us know if you are unhappy or have a suggestion about how we can do things better.
  • All complaints are treated in the strictest confidence.
  • Making a complaint will not affect your treatment or care.

Options to raise a complaint

  1. If you wish to speak to the Centre Manager an appointment can be arranged via reception.
  2. If you prefer you can contact the Complaints Department at the NHS England: NHS England PO Box 16738, Redditch, B97 9PT, Tel: 0300 311 22 33, Email: england.contactus@nhs.net
  3. If you are not satisfied with the way we have dealt with your complaint you can contact: Health Service Ombudsman, Tel: 0845 015 4033, Website: www.ombudsman.org.uk

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.



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