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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.

Sharing your information - Your Choice

The Health and Social Care Act 2012 requires GP practices to share information with the Health and Social Care Information Centre (HSCIS).  Coded information from GP patient records will be automatically extracted so that it can be used to plan and improve services for NHS patients.  Information such as NHS number (but not your name), date of birth and postcode will be extracted together with data such as vaccination details, prescriptions etc.  Your NHS number, date of birth and postcode will be used to link data from all NHS providers e.g. hospitals and community services but will be removed when used by those planning health services.

For more information about these planned data extractions and frequently asked questions please click here

There are strict rules in place to protect your privacy but if you do not wish your data to be used in this way then please complete the form below and return it to the surgery.

pdf.jpg Data_sharing_dissent_form.pdf


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 and the General Data Protection Regulation (GDPR 2018), patients have the right to apply for access to their health records. 

Individuals wishing to exercise their right of access should:-

  • make a written application to the practice including via email
  • provide such further information as the Practice may require to sufficiently identify the individual
  • or by completing a Subject Access Request Form (please ask reception)



Complaints Procedure

Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact reception for a complaint form and a copy of our complaints procedure. Alternatively you can complain to:

NHS England
PO Box 16738
Redditch, B97 9PT

Tel: 0300 311 22 33


You may also approach the Patient Advice and Liaison service (PALS) for confidential advice and support about any concerns that you may have. Call PALS on 01276 526530.


If you are dissatisfied with the outcome of your complaint investigation then you have the right to approach the Ombudsman who is independent of the NHS and government.

The Parliamentary and Health Service Ombudsman
Millbank Tower
London, SW1P 4QP

Tel: 0345 0154033




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.


Infection Prevention & Control Policy

The surgery takes infection prevention and control issues very seriously. If you have any concerns please contact the Practice Manager. We will also provide up-to-date information on current infection issues in our Latest News section. If you are immuno-suppressed please ask at reception and we will provide an alternative place for you to wait to see a doctor.

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