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Practice Policies

Comments & Complaints

commentsWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area. You can also contact us on-line. If you would like to apply to join our patient participation group either ask at reception or make your request here.

If you are unhappy with the way the practice has dealt with your complaint you can contact:

NHS England
PO Box 16738
B97 9PT

0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)


The Health Service Ombudsman in England

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.


files_4This section explains how we use any information you give to us, and the way we protect your privacy.

Protecting the privacy and personal data of the visitors to our site is of the utmost importance to us.

The Data Protection Act

In accordance with the Data Protection Act, we have a legal duty to protect any information we collect from you.

We will only use your information for the purpose as described and we do not pass on your details to any third party unless you have given us permission to do so.

Under the terms of the Data Protection Act 1998 all patients have the right to view or request copies of their own medical records and request correction of any inaccuracies (charges may apply – see below).

For more information about patient confidentiiality and access to health records visit the Department of Health website

Recommended charges under the act:

To provide copies of patient health records the costs are:

  • For copies of manual records £50.00
  • For copies of manual and computerised records combined £50.00
  • For copies of computerised records (i.e. only on computer) £10.00

To view your health records (where no copy is required – this will require an appointment with a GP partner) the costs are:

  • Health records held totally on computer: £10 charge unless the records have been added to in the last 40 days
  • Health records held manually: £10 charge unless the records have been added to in the last 40 days
  • Health records held in part on computer and in part manually: £10 charge unless the records have been added to in the last 40 days.

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