Practice Policies

Locked blue folderComplaints Procedure

We operate a practice complaint procedure and a patient information leaflet can be obtained from reception. Initially any complaints should be put in writing to Jacqui Munro, Practice Manager.

Data Protection Act / Confidentiality

The practice adheres to the data protection act of 1998. Within this we observe strict confidentiality in the Practice. Details from your medical records cannot be released without your permission unless requested by a court or if there is a danger of serious harm to your self or others. We would advise, however that necessity of disclosure of information to others Health professionals for the purpose of referrals or other clinical procedures. Plus Verification of Post Payment within the NHS.

The practice endeavours to give the highest level of care to the patients. To make this possible the practice uses Databases in relation to various conditions: This assists us in staying in contact with our patients when it is necessary and also enables us to review their medical care on a regular bases. if you should have any queries on the above they should be put in writing to Melanie Meecham, Practice Manager

Your Rights and Responsibilities, Including Keeping Appointments

As a patient you have the right to be treated with respect by the surgery staff, and at the same time the responsibility to treat staff in the same way. In particular, we request patients to keep appointments and where this is not possible, inform us with us much notice as possible. This will enable the allocation of the appointments to others who may need them urgently, and minimise wastage of valuable appointment time.

Violent or Abusive Patients

Current guidance obliges us to advise our patients that violent or abusive behaviour or language from patients will not be tolerated, and may result in legal action, police involvement and/or removal of such a person name from the practice list. Fortunately enough, such incidents are rare.

Policy for Late Attendance for Surgery Consultations

Further to patient feedback:

The practice has undertaken a number of initiatives to minimise



  1. Arrive a few minutes early for your appointment, if possible
  2. Always use the self check in screen to book yourself in.
  3. If you have more than one appointment please advise staff so they can mark your arrival for both surgeries

Our policy is that patients who are between 10-30 minutes late will usually still be seen but will be fitted into surgery at a point which will not lead to other patients appointments being delayed, therefore, there is likely to be a wait and if this is inconvenient, the appointment may be rescheduled.

If you arrive after 30 minutes late for your appointment or if the clinicians surgery is finished you will be advised by reception and you will be asked to reschedule your appointment.

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