Practice Policies

Confidentiality & Medical Records

Patient Privacy Notice

Locked blue folderThe practice complies with data protection and access to medical records legislation and strict rules governing the confidentiality of patient information are observed at all times. 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.
  • In addition, limited information may be required by third parties for screening programmes.


For further information please refer to the leaflet held in reception entitle "how we handle your information". 

Please be aware due to Data Protection Act we cannot give results or any other information for family members over the age of 16.  If a relation or friend is happy for you to receive their results a signed letter must be written by the patient giving authorisation to allow results to be given.  This will only be valid for one year and will need to be reviewed.

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

The Freedom of Information Act 2000 oblidges practice to produce a Publication Scheme.  A publication scheme is a guide to the 'classes' of information the practice intends to routinely make available.  This scheme is available from reception.

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 in writing. No information will be released without the patient consent unless we are legally obliged to do so.


Customer service formWe 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 complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the Operations Manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

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.

The surgery is protected by CCTV cameras.

Primary Care complaints information

The management of primary care complaints has transferred from BNSSG ICB customer service to NHS England.  The contact details for NHSE's complaints department are:  Email:    Telephone:  0300 311 22 33

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