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Practice Policies & Statements

Statement of Intent

Please CLICK HERE to view our Statement of Intent

Confidentiality & Medical Records

Locked blue folderThe practice complies with data protection and access to medical records legislation. 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.

Comments & Complaints

Customer service form

We try hard to provide a good service to all our patients but we realise that occasionally things do not go as smoothly as we would like.

If you have any concerns about your experience of the practice or have any comments you would like to make we are always keen to hear from you.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint please let us know as soon as possible. Please bring your concerns to the attention of the Practice Manager or Patient Liaison Advisor in writing if possible.

If you feel you cannot discuss your concerns with the Practice you may contact the following organisation.

NHS England, PO Box 16738, Redditch, Worcestershire, B97 9PT. Tel : 0300311 22 33 or email

If you remain dissatisfied with the outcome of your complaint you can ask the Health Service Ombudsman for England to review your case.

The Healthcare Service Ombudsman can be contacted on tel 0345 015 4033 or you can write to them at Health Service Ombudsman, Millbank Tower, Millbank, London. SW1P 4PQ.

More information is available on their website at

You can get help with making a complaint from POhWER. This is a free advocacy service which is independent from the NHS. Their address is:

PO Box 14043, Birmingham, B6 9BL. Tel: 0300 456 2370 or see their website at

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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