Practice Policies

Protection and use of your information

blue_folder_lockWe ask for information about you so that you can receive the best possible care and treatment.  This information, together with details of your care, are saved to ensure that your doctor or nurse has accurate and up to date data.  It may also be needed if we need to see you again. 

There are times when we have to pass on information about you to other people such as Hospitals, Social Services etc.  This is always done confidentially or by removing your identifying details when they are not essential.

Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information.  If at any time you would like to know more about use of information you can speak to our practice manager.

The General Data Protection Regulation Act which came into force in May 2018, allows you to find out what information about you is held electronically and paper format.  If you wish to see your medical records please ask at reception. You can view your record on line, or we can export your record for you on a disk. You should also be aware that in certain circumstances your right to see some details may be limited in your own interest or for other reasons.

If you would like to know more about how we use your information or if, for any reason, you do not wish to have your information used in any of the ways described, please speak to the practice manager or the GP / Nurse treating you.

Complaints Procedure

stethescope_on_calendarThis practice follows the NHS complaints procedure when dealing with complaints.

If you have cause to complain you can call at reception and ask for a complaint form, or address a letter of complaint to  our management team, who will aim to contact you within five working days.  Every complaint will be fully investigated and the outcome discussed with you. 

We aim to give you the highest possible standard of service and will try to deal promptly with any problems that may occur.

Patient rights and responsibilities

Your rights

  • Confidentiality and courtesy from all staff 
  • Be offered a health check on joining the practice
  • Receive appropriate drugs and medicines
  • Be referred for specialist advice or to other health professionals if appropriate
  • Telephone calls answered promptly by a receptionist
  • An appointment the same day if you are acutely ill
  • An explanation if you have to wait unduly
  • Repeat prescriptions available within 48 hours (excluding week-ends & bank holidays)
  • Prompt investigation of any complaint

Your responsibilities

  • Treating our staff with courtesy
  • To be considerate to other patients
  • Being respectful to our home visiting and out of hours emergency services
  • Attend appointment on time or give adequate notice if you wish to cancel
  • An appointment is for one person only
  • Learning how to treat minor illnesses and to keep some basic household medicines in a safe place
  • Please be patient when appointments are running late
  • Respecting your and our health by not smoking on our premises
  • Any patient using abusive language or violence to the doctors or any member of staff will be removed from the list

Violent patients – Zero tolerance

Symbol Error 3The 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 are obliged to 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 circumstances leading to it. The PCT is then responsible for providing further medical care for such patients. 

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