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Practice Policies

Practice Charter

Help Us To Help You

  • Please arrive on time for your appointment.
  • Please notify us as soon as possible if you are unable to keep your appointment. Someone else may need it.
  • Please give enough notice when making a routine or follow-up appointment, especially if you wish to see a particular doctor, as it may not always be possible to accommodate such a request at short notice.
  • Please do not bring another person with you for a separate consultation during your appointment time.
  • Please notify us if you change address. Incorrect information may result in a visit to the wrong house, or inability to contact you with test results etc.
  • Our reception staff are there to HELP you. Please try to be considerate and patient, because at times they are extremely busy, but will always do their best to assist.

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.

Complaints

Customer service form

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

However, we are aware that things can sometimes go wrong, resulting in a patient feeling that they have a genuine cause for complaint. If this is the case, we hope to be able to resolve the matter as quickly, and as amicably, as possible.

If you wish to make a formal complaint please put your grievance in writing to our practice manager, Mrs Nicola Wright who will arrange for your concerns to be addressed appropriately. Complaints forms are available on request from reception.

Alternatively, you may ask to speak to the Practice Manager, Assistant Practice Manager or Reception Manager, in which case they will try to see you as soon as possible.

You have the right to raise your complaint with the NHS England National Call Centre if you would prefer not to raise it directly with the practice. Contact details for the Call Centre are; PO Box 16738, Redditch, B97 9PT. Tel: 0300 311 22 33 (Mon-Fri, 8:00am to 6:00pm, excluding Bank Holidays.

If the practice nor the Call Centre are able to fully resolve any issues you have, you can take your complaint to the NHS Ombudsman. Contact details are at the bottom of this page.

The Patient Advisory and Liaison Service (PALS) can help you with making your complaint. They can be contacted on Freephone 08000 151 548, on Land line 01452 566698 or by e-mail at glccg.pals@nhs.net

Other organisations which can help with your complaint include; The Independent Complaints Advocacy Service (ICAS), the Citizens Advice Bureaux and the Care Quality Commission (CQC).

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  • Getting it right
  • Being customer focused
  • Being open and accountable
  • Acting fairly and proportionately
  • Putting things right
  • Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. 
Tel: 0345 015 4033 
Email: phso.enquiries@ombudsman.org.uk 
Write: Millbank Tower, Millbank, 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.



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