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.


Customer service form

We welcome compliments and constructive comments but recognise that things don’t always go smoothly;
If you wish to make a complaint, comment or indeed give a compliment, you should ask to speak to the practice manager or in her absence the assistant practice manager.  You may prefer to write, if so your letter should be addressed in the same manner.  Ideally a complaint should be made as soon as possible following the incident.  Your complaint will be acknowledged within 3 working days.  We endeavour to investigate and respond within 2 weeks from the date of receipt.  If the complainant is not fully satisfied with the response they will be given the details of the Health Service Ombudsman and be informed of their right to take their complaint to them.  

The helpline telephone number is: 0345 015 4033, Email address: , Fax number: 0300 061 4000, Address: Milbank Tower, Milbank, London SW1P 4QP.

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.

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website