Practice Policies

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 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 always try to give you the best services possible, but there may be times when you feel this has not happened. Here we explain what to do if you think you need to raise a concern or make a complaint about services provided.

The practice has an in-house complaints procedure that is freely available to all of our patients and the receptionists can issue a leaflet describing this procedure. Our practice complaints lead is Cathy Scourfield. Any complaint may be discussed in the first instance with the Reception Managers, Victoria or Kim by appointment only by calling 782226. All complaints will be dealt with in the strictest confidence. You will find a copy of the Practice complaints procedure here along with a form to be completed if you are not happy with the service that you have received. If you are still not happy with any following outcome you can contact the Health Service Ombudsman by clicking on the link below. 

https://www.ombudsman.org.uk/

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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