Practice Polices & Service Information

This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


Carers

It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. We have an established Carer's policy and a Carer's information pack available from Reception.

Chaperones

This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. The chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present i.e. a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible, we will endeavour to provide a formal chaperone at the time of request. However, it may be necessary to re-schedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our Chaperone Policy.

A copy of our Chaperone Information Leaflet can be downloaded here or if you have any questions or comments regarding this, please contact the Practice Manager. 

Complaints Procedure

Regrettably despite our best efforts there are times when patients are unhappy with their treatment and wish to complain.

If you are not satisfied with the service you receive from any member of the practice team, or you want to make a complaint, please contact the practice manager.

Our Complaints Procedure can be downloaded here.

You can also obtain a copy of our complaints procedure from reception.

Patient Charter

The doctors and staff are committed to providing a high quality medical service to our patients, and to treat all patients and visitors with respect and courtesy. We will endeavour to provide you with or direct you to such diagnostic, therapeutic and preventative services as will ensure the best outcome for your problems within the constraints of what is possible, reasonable and practicable.

We ask that patients and their families treat us with respect and courtesy. The practice has a policy of removing any patient from our list who is verbally or physically abusive towards staff or other patients.

Patient Preference of Practitioner

All registered patients have the right to express a preference to receive services from a particular Doctor, either generally or in relation to any particular condition; such preferences will be recorded by the Practice.

The Practice will endeavor to comply with any reasonable preference, but need not do so if the preferred performer has reasonable grounds for refusing to provide services to the patient or if the performer does not routinely perform the services in question within the Practice.

Patient Rights

You have the right to confidentiality under the Data Protection Act 1998 (DPA), the Human Rights Act 1998 and the common law duty of confidence (the Disability Discrimination and the Race Relations Acts may also apply).

  • You also have the right to ask for a copy of all records about you (you may have to pay a fee)
  • Your request must be made in writing to the organisation holding your information
  • There may be a charge to have a printed copy of the information held about you
  • We are required to respond to you within 21 days
  • You will need to give adequate information (for example full name, address, date of birth NHS number etc.,)
  • You will be required to provide id before any information is released to you.

Patients Responsibilities

Every UK resident has the right to be registered with a GP Practice.

Zero Tolerance to Violence Policy

All practices, in line with government guidelines, have a 'Zero Tolerance to Violence' policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.