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Practice Policies


We hope your experience with the practice is a positive one, but mistakes and problems can occur, and if you have a complaint we’d like to know about it so that we can investigate it and put it right. 

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS complaints system, which meets national criteria. 


Click here to download our complaints leaflet

Click here to download our patient complaint form

Medical Records, Confidentiality & Consent

Patient Records are held both manually and on the practice computer system. All records are kept entirely confidential.

Please inform us promptly of any change of circumstances e.g. name, address or telephone number.

Access to Medical Records

Under the Data Protection Act 1998 and in accordance with the relevant legislation you are entitled to have access to your medical records. We ask that you make an appointment with one of our administrative staff who will ask you to complete a consent form.

There may be occasions when your medical details are communicated to a third party, e.g. Insurance Companies; this will be done only with your written consent. 

For more information please see our leaflet

Click here to download a copy of our consent form

Both of these leaflets are in Adobe Acrobat (PDF) format, so you'll need Acrobat Reader to open it.

Standards of Behaviour

Our practice principles: 

  • To offer high quality health care 
  • To continually improve our services 
  • To work together as a team 

What you can expect from us: 

  • To be treated in confidence, with courtesy and with respect 
  • To be able to ask questions and make your own decisions 
  • You can expect us to be courteous and professional 

Making the Most of your Appointments 

Doctors and triage nurse appointments are normally just 10 minutes in duration. Please remember that there may not be time to deal with lots of problems in one consultation. Where you do have more than one problem, please let the Receptionist know when booking an appointment, and the Nurse or Doctor know at the beginning so that there is the opportunity to agree on what problems to deal with in that appointment. 

Failing to attend an appointment without cancelling 

A large number of appointments are wasted each year by the patient not turning up for the appointment. We all make mistakes. Please ring the medical centre on 01775 715 999 if you fail to attend an appointment and we will make a record of the reason why. We review patients who do not attend regularly and reserve the right to remove a patient from the list who fails to attend at least two appointments in a year with a clinician without reasonable explanation. 

If you have a mobile phone registered with us, we will automatically send you an SMS Text message appointment confirmation when an appointment is booked for you, and will remind you the day before the appointment to help jog your memory. If you do not want us to do this, please let us know either next time you’re in the surgery, or by calling us on 01775 715 999. 

Patient Behaviour Not Tolerated 

The majority of patients work with us to positively improve their health. We do not accept any form of verbal (or other forms of) abuse. All of our staff have the right to work in an environment free from fear of violence, and abuse from patients and/or their relatives. Our practice has a zero-tolerance approach to unacceptable behaviour. 

Patients who are considered to be exhibiting unacceptable behaviour towards our staff will in most cases be informed their behaviour is unacceptable and asked to apologise to the member of staff involved, and to interact appropriately in future with our staff. 

Patient removal from list 

It is occasionally necessary to remove a patient from our list. We reserve the right to remove patients from our list in the following instances: 

  • Failing repeatedly to attend appointments without cancelling 
  • A breakdown in the doctor-patient relationship 
  • Verbal Abuse 
  • Any type of other abuse 
  • Sexual or racial harassment 
  • Fraudulently obtaining drugs 
  • Deliberately lying to a member of the team (for example in order to obtain a service or benefit by deception) 
  • Attempting to use the doctor to conceal or aid criminal activity 
  • Making a complaint which is subsequently shown to be activated by malice 
  • Patient has moved outside of the practice designated area

Practice Quality

The Quality and Outcomes Framework (QOF) is a system to remunerate general practices for providing good quality care to their patients, and to help fund work to further improve the quality of health care delivered.

The QOF measures achievement against a range of evidence-based indicators, with points and payments awarded according to the level of achievement. It is a voluntary part of the new GMS Contract; general practices can aspire to achieve all, part or none of the points available in QOF.

The practice is proud to have achieved the maximum points available since the QOF was introduced.

Read more about QOF at:

Compare us to other practices at:

We aim to have the highest standards of clinical governance.

We run an educational programme for health care professionals at the practice, and take part in regular clinical audit. We all take part in an annual appraisal and take steps to ensure that individuals take part in regular continuing professional development.

We regularly analyse our prescribing data, complaints and feedback, patient experience, and services offered.

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