Practice policies

These policies explain how we look after your information, how we expect patients and staff to treat each other, and what you can do when something goes wrong. Ask at reception if you would like any of them in another format or language.

Everyone working for the NHS has a legal duty to keep information about you confidential. We will only share your information with others involved in your care, and only what they need to know. We will not share it with anyone else, including your family, without your consent, unless the law requires it or there is a serious risk of harm.

Young people aged 16 and over have the same right to confidentiality as adults. Younger patients who understand the decision they are making may also be seen without a parent present, and what they tell us stays confidential in the same way.

We hold your medical record so that the clinicians caring for you have an accurate history of your health and treatment. We use it to provide your care, to check the quality of that care, and, with personal details removed, to help plan local health services.

We are the data controller for your record under UK data protection law. Our data protection officer can be contacted through the practice manager. You have the right to be told how your information is used, to see it, to ask for mistakes to be corrected, and in some cases to object to its use.

Information from your record may be used for research and planning beyond your own care. You can choose to stop this at any time through the national data opt-out, online at nhs.uk/your-nhs-data-matters or through the NHS App. Your choice does not affect the care you receive from us, and you can change your mind whenever you wish.

You can see your GP record in the NHS App, including test results, letters and consultation notes from the date you were registered for online access. For older records, or a full copy, make a subject access request in writing to the practice manager.

We will respond within one month, free of charge. We may need to see proof of identity first, and a clinician will review the record before it is released, in case any of it could cause serious harm or contains information about someone else.

A carer, relative or parent can be given access to book appointments, order prescriptions or view a record on someone else's behalf. The patient must agree, unless they lack the capacity to decide and the proxy holds the legal authority to act for them. Parents of children under 11 can apply without the child's consent.

The Freedom of Information Act 2000 gives you the right to request information held by public bodies, including GP practices. It does not cover your own medical record, which you can request as described above. Send requests in writing to the practice manager. We will reply within 20 working days.

You can ask for a chaperone to be present during any examination or procedure, whatever your age or gender. A chaperone is a trained member of staff who supports you and the clinician. Tell the receptionist when you book, or ask the clinician at any point during your appointment.

If no chaperone is free at the time, we will offer you another appointment as soon as possible. A family member or friend may also be present, but cannot act as a formal chaperone.

Our staff have the right to work without fear of abuse or violence. We will not tolerate aggressive, threatening or abusive behaviour towards anyone at the practice, whether in person, by phone or online.

A patient who behaves in this way will receive a written warning. Violence, or abuse repeated after a warning, may lead to removal from our list, and the police will be called where a crime has been committed. You will then be registered with a practice that offers care in a secure setting.

Most problems can be sorted out quickly by speaking to the person concerned or to the practice manager. If that does not resolve things, you can make a formal complaint in writing or by email, within 12 months of the event or of becoming aware of it.

We will acknowledge your complaint within three working days and aim to complete our investigation within 20 working days, keeping you informed if it takes longer. You will receive a written reply explaining what we found and anything we have changed as a result.

If you are not satisfied with our reply, you can ask the Parliamentary and Health Service Ombudsman to review it. Independent advocacy services can help you make a complaint at no cost.

Around 300 appointments are missed at the practice every month, enough for a full week of a GP's time. If you cannot attend, please cancel so the slot can be offered to someone else.

Patients who miss three appointments in a year without letting us know will be sent a letter. We will always consider the reasons, and we will never remove a vulnerable patient from our list because of missed appointments.

Every patient has a named GP, who is responsible for the overall coordination of their care. You can still see any GP or clinician at the practice. If you would like to know who your named GP is, or to change them, ask at reception.

You have the right to be treated with dignity and respect, to be involved in decisions about your care, to receive information in a way you can understand, and to have a second opinion where appropriate. You can choose to be seen by a clinician of a particular gender when one is available.

We ask you to treat our staff with courtesy, to arrive on time for appointments, to cancel those you cannot attend, to tell us when your contact details change, and to use urgent appointments only for urgent problems.

If you look after someone who could not manage without your help, please tell us. We can offer you flexible appointments, an annual health check and a flu vaccination, and put you in touch with local carers' support services. With the consent of the person you care for, we can also discuss their care with you.

Our building is fully accessible, with step-free access, an accessible toilet and a hearing loop at reception. Tell us when you book if you need longer appointments, an interpreter, British Sign Language support, or information in large print, easy read or braille. Interpreters are free and can attend in person or by phone.

We have a duty to protect children and adults at risk of abuse or neglect. All of our staff are trained to recognise the signs and know how to raise a concern. Each of our safeguarding leads is a GP partner. Where we believe someone is at risk of serious harm, we may share information with social care or the police without consent.

These policies were last reviewed in September 2026. They are reviewed every year by the practice manager and the GP partners.