Confidentiality

We will ask you to provide details about yourself to make sure that you receive the best possible healthcare and treatment. This will improve healthcare services for all and ensures that your records are maintained correctly. Although you can decide how much information you wish to give or withhold, certain information is needed to treat you safely.   If you are asked to email the practice, your email will be uploaded to your medical record and the original email deleted. If you are asked the email images, ie of a rash or similar, again these will be uploaded and then deleted. 

WHO ELSE MAY SEE MY INFORMATION?

Other healthcare professionals eg hospitals, community support services, health visitors, district nurses, community midwives, also partner organisations.

ALL ON A “NEED TO KNOW” BASIS

Only properly annonymised information is used for research and statistical purposes. Except where required by law we do not give anyone information unless it is needed for your treatment or you have given permission.

CAN I GET ACCESS TO MY RECORDS?

You are entitled to access to your medical records online. Please ask at reception for the relevant form. 

HOW DO WE PROTECT THIS INFORMATION?

We understand the personal and sensitive nature of the information and all staff are under a legal duty to keep records confidential Records are stored securely to prevent unauthorised access.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information

Comments, Concerns or Complaints

We 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 concern about the care they or a loved one have received.  If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.  

To pursue a concern please contact the Practice Manager in writing and she will deal with your concern appropriately.   However, if you feel this is not possible or you do not wish to do so then you can raise a concern by contacting the CCGs’ customer care team via email to  or call 01772 214602 or 01772 214601 - please note that calls to these numbers will be recorded for training and monitoring purposes.

Alternatively you can also contact the Care Quality Commission, the independent regulator for all adult health and care services in England.  They can be contacted on 03000 616161.   www.cqc.org.uk

We are continually striving to improve our service. Any helpful suggestions would be appreciated.  Our complaints leaflet is available from reception.

Rights and Responsibilities

RIGHTS OF PATIENTS                                                        

You are entitled to see a practitioner of your choice for a routine appointment. However this cannot be guaranteed for urgent appointments.

RESPONSIBILITIES OF PATIENTS

We would expect you to cancel any appointments that you cannot attend.

We adhere to the NHS Zero Tolerance Policy and therefore do not tolerate aggression of any kind, either verbal or physical. If any incident does occur, you may be removed from the practice list and reported to the police.

Disabled Persons

Our premises have suitable access for disabled persons and there is car parking available.

We provide a “LOOP” system for those with hearing difficulties and toilet facilities for the disabled.

Coronavirus update - Zero Tolerance

As a practice we must continue to follow the strict infection, prevention and control measures to limit the risk of the virus to you as patients and to our staff. This means that where possible our staff and clinicians will remotely triage and assess your needs before determining if a face-to-face appointment is required. If your needs can be met safely via the telephone or video consultation then this will take place. If a clinician feels you require a face-to-face appointment then this will be arranged. We have been operating in this way since the start of the pandemic in order to continuing providing all patients with access to our services.

The current pandemic situation is challenging for everyone in different ways and we appreciate that the situation we all find ourselves in can be frustrating sometimes. Unfortunately a number of our staff have recently experienced foul and abusive language or behaviour from a minority of patients. This is not acceptable and we will not tolerate this sort of behaviour towards our staff – all of whom continue to work tirelessly during this pandemic. In line with our zero tolerance policy, if you are found to be abusive towards members of staff then appropriate action will be taken. You can read the full policy here: Zero Tolerance policy