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Practice Policies


If you have any comment or complaint about the service you have received from the doctors or staff working within the Practice, you are entitled to ask for an explanation. We operate an informal, in house complaints procedure although this does not deal with matters of legal liability or compensation. This procedure does not affect your right to make a formal complaint to the Primary Care Trust if you so wish.

If you are not satisfied with the way your complaint has been handled locally you can contact the Healthcare Commission on 020 7448 9200 or write to them at; Healthcare Commission, Complaints Team, Peter House, Oxford Street, Manchester M1 5AN. Or At :


Healthcare is a two way process between you, the patient, and the staff who care for you. You have the right to expect high quality care, but there are things you can do to help ensure you get this.

As a patient you can expect:-

  • To be treated with courtesy and with respect for your privacy and dignity
  • To receive treatment on the basis of your clinical need
  • To choose to have a relative or friend with you during consultations and examinations
  • Staff to understand that you might be feeling anxious and vulnerable and that this may affect the way you behave
  • To be informed on arrival at an appointment if delays are occurring and to receive an explanation why
  • To take part in decisions about your treatment and to have the pros and cons of treatment, including any risks, side effects and alternative methods of treatment, fully explained
  • To be given time to ask questions about diagnosis and treatment and to receive clear information
  • To know the names and professional status of all the staff involved in your care
  • If your doctor refers you for a hospital appointment, you are entitled to have a copy of the referral letter he has written.

As a patient, you have a responsibility:-

  • To treat the staff who care for you with courtesy and respect at all times
  • To inform the Practice of any change in contact address or telephone number
  • To attend appointments on time or give reasonable notice of inability to attend
  • To let staff know if you have any allergies or sensitivities to medications
  • To take any medication as instructed and seek medical advice before stopping or changing treatment
  • To consider the consequences of refusing treatment or not following medical advice and accept responsibility for your own actions
  • To treat other patients with courtesy and respect
  • To attend follow up appointments as requested


Patients who persistently threaten, abuse or who put Practice staff at risk will be removed from the practice list. Practice staff will be fully supported in contacting the police in the event of an incident and the Primary Care Trust will press for the maximum penalty for anyone who behaves in a violent or abusive way.


Practice Policies and Procedure information are available on request at reception. Patients have a statutory right under the Data Protection Act 1998 to access their medical records.

Patients are entitled to a copy and fees charged are as follows:-

To provide access and copies;

  • Records held totally on computer £10
  • Records held in part on computer and manually up to £50
  • Records held totally manually up to £50

To allow patients to read their records (where no copy is required)

  • Records held totally on computer £10
  • Records held in part on computer and manually £10
  • Records held totally manually £10


Whilst it is vital for the proper care of individuals that those concerned with that care have ready access to the information that they need, it is also important that all staff involved in the healthcare of patients keep personal information confidential and that patient privacy is respected. Medical information is accessed on ‘need to know’ basis in order to carry out duties as necessary.

All staff have an obligation to safeguard the confidentiality of personal information. This is governed by law, their contracts of employment and professional codes of conduct and any breach of confidentiality could be a matter for disciplinary action.

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