Practice Policies

Your Feedback,  Comments and Complaints

Your comments are important.  Please contact us directly, or place any suggestions in the box in the waiting room.  We will try to resolve any minor issues informally.

Please address any written complaint to Jo Lloyd-Davies, Practice Manager.

Where a complaint is by a third party, and the complaint or enquiry is related to someone else, the written consent of the Data Subject (patient) is required. Where this is not possible full justification must be given.

All complaints will be acknowledged within 3 working days, and a response provided within 21 days.

If you remain dissatisfied following our response you may contact The Health Ombudsman and ask them to review your complaint.

Equality and Diversity

We will treat people with dignity and respect, promote equal opportunities and eliminate all forms of discrimination regardless of (but not limited to) your race, nationality, gender, disability, age, sexuality, religion or belief and family status.

Your Information

We need to keep records about you on our computer system or on paper records for your doctor and other health professionals about any care that you receive from the National Health Service. Your doctor is responsible for their accuracy and safekeeping. We keep this information to help ensure that you receive the best possible care from us. Further information can be found in the surgery waiting room.

Access To Information

We need to hold personal information about you on our Computer system and in paper records to help us to look after your health needs.

Please help to keep your record up to date by informing us of any changes to your circumstances.

Doctors and staff in the practice have access to your medical records to enable them to do their jobs. Your doctor is responsible for their accuracy and safe-keeping.

From time to time, it may be necessary to share information with others involved in your care. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.

All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.

In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.

To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you.

Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others.

You have a right to see your records if you wish. Please ask at reception if you would like further details and our patient information leaflet. An appointment will be required. In some circumstances a fee may be payable.