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Practice Policies

Confidentiality & Medical Records

Locked blue folderThe practice complies with data protection and access to medical records legislation. Please see the practices Privacy Statement for further information Privacy Notice. 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.


Customer service formWe make every effort to give the best service possible to everyone who attends our practice and we are always interested in feedback, whether in the form of comments, suggestions or complaints.

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 welcome the opportunity to address any issues which may be raised.

Our Practice Manager, Mrs Amanda Lloyd, oversees all comments and complaints received, but in the first instance a complaint should be raised with our Front of House Team Leaders, if this cannot be resolved in the first instance this may be escalated. We are happy to guide you through the process and ensure that your complaint is dealt with in accordance with our Complaints Policy.

To raise a complaint or share your concerns please telephone the medical practice on 01743 367891 or alternatively you may prefer to email us at 

If you feel that you cannot speak with us directly, you are at liberty to seek help from Primary Care Complaints, NHS England Customer Contact Centre, PO Box 16738, Redditch B97 9PT, email - They are also able to direct you to the local Complaints Advocacy Service.

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.

Electronic Prescription Service (EPS)

In the interests of patient safety, we do not sent prescriptions to pharmacies outside the Practice area via EPS.

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