Code of Conductstethoscope

Comments and Complaints Procedure

The Practice is committed to providing care in accordance with the needs of our Practice population. If there is anything you are happy or unhappy about, we would like to know about it.
Please navigate to our Comments and Suggestions page for more information.

Policy on Violent or Abusive Patients

The practice operates a zero tolerance towards violence and reserves the right to remove patients from the premises and the list if they are violent or abusive to staff or other patients. In those circumstances patients will be advised as to how they can access General Practice services.  They may be required to use a special, more secure, GP service specifically designed for violent patients.

Rights and Responsibilities of the Patient

Our surgery will be a clean and friendly place where it is easy for all patients to find their way around.  It will provide trouble free access to all and assistance will be given if requested.

  • Please be courteous to the staff – remember they are working under Doctor’s orders with your best interests in mind.
  • If an appointment has been made, please arrive on time or give adequate notice if you wish to cancel.  This allows us to offer another patient that appointment.
  • When patients are asked to see a Doctor for review of their medication, they should make a routine appointment.
  • Out-of-hours calls, e.g. evenings, nights and weekends, should only be requested if the problem cannot wait until the next working day.
  • If the Doctor or Nurse is delayed in surgery it is usually because another patient needed a lengthy consultation.  We would appreciate your patience in this situation. If you have a problem which is likely to need more time, it is helpful if you request extra time when booking an appointment.
  • You can always request to see a Doctor of your choice but may have to wait longer for an appointment.


Medical Records

  • By law, everyone working for the  NHS must keep the contents of your medical records private
  • You have a right to access your medical records subject to certain laws – please put your request in writing to the practice manager
  • The doctor will be available to explain medical terms and words within 40 working days
  • If you change doctor, we will ensure your notes will be sent for routine transfer to your new doctor.

How Your Records Are Used To Help Us

As you know, your Doctor and the team of Health Professionals caring for you keep records about your health and the care you receive from the National Health Service.  These are important to help ensure that you receive the best possible care from us.

Your records are use in the following ways to guide and administer the care you receive:

  • To ensure that your Doctor or Nurse has accurate and up to date information to assess your health and decide what care you need when you visit in the future.
  • To ensure that full information is available should you see another Doctor or be referred to a Specialist or another part of the NHS.
  • To ensure that there is a good basis for looking back and checking on the type and quality of the care you receive.
  • To ensure that your concerns can be properly investigated if you need to complain.

Your records also help to plan NHS services for the future and ensure that there is a good basis for checking that NHS money has been well spent and that staff are paid for the work they have done.

Whilst always preserving confidentiality, your records can also help us to help you by:

  • Assisting with the teaching and training of Health Care Professionals (you choose whether or not to be involved).
  • Assisting with health research (if you need to be personally involved with the research you will be contacted and asked whether you are willing to participate.  You will not be identified without your agreement).