NHSA centre for innovation in integrated healthcare

Practice Policies

Access for the Disabled

We have two disabled spaces at the front of the building. We have a downstairs toilet, suitable fo wheelchair access.

Access to Medical Records

We are required by law to allow you access to your medical records. If you require a copy of your medical notes we will provide one: this is the procedure:

  • Tell us what you require in writing, including the dates of the notes to be copied.
  • Please remember to sign the letter.

Please note we are allowed to charge a fee to cover our administration costs.


Please note that the surgery has a CCTV system running 24 hours a day. If you have any enquiries please call the surgery on 01234 743000 during office hours.

Change of Address & Contact Details

Please let us know if you change your address or other contact details. If you move outside of our practice area, you may need to re-register with another doctor who covers your address. If in doubt ask the doctor or practice manager.

You can let us know a number of ways:

  • Via our Online Services;
  • Download our Change of Personal Details Form, complete and return to the surgery;
  • Or pop in and do it in person.

Complaints & Suggestions

We try to give all our patients the best care and attention. If you have any suggestions about how to improve the service, kindly place these in the suggestion box in the reception area.
Should you have the need to discuss a complaint, we have an in house complaints system. Please ask to speak to the Practice Manager.

For more information download our Comments, Suggestions and Complaints Leaflet.

Confidentiality & Data Protection

We keep medical information about you on paper and on the computer system under the requirements of the Data Protection Act, which are accessed by authorised users only. Everyone working in the NHS has a legal duty to maintain the highest level of confidentiality about patient information. Information on our computer system is passwork protected with different security levels to ensure the maintenance of confidentiality.

A room is available to speak to anyone in private – please ask at reception.


There are a limited number of parking spaces adjacent to the surgery. There are also some parking spaces available at the front of the RAW Club. Patients are requested to walk to the surgery if at all possible.

Patients Rights to Disclose Information

If you wish other people (e.g. solicitors or insurance companies) to have copies of your notes, please ask at reception for a leaflet called Consent Form (Releasing health records under the Data Protection Act 1998).

The leaflet/consent form is on the British Medical Association website.  We need to know if you wish to have your whole medical records sent.

Zero Tolerance Policy

We understand patients can feel frustrated & angry at times, but verbal or physical abuse of staff will not be tolerated.

Non-English Speakers

What if I do not speak English?

It is important that you and the doctor understand each other so that he/she can make an accurate diagnosis of your problem.
Should you require an interpreter you must tell the receptionist when you make an appointment.

Tell the staff which language you speak and they will book an interpreter for you, or get an interpreter on the phone.  Please note that it can take a few days to arrange for an interpreter to attend an appointment.

Fact Sheets

The following fact sheets have been written to explain the role of UK health services, the National Health Service (NHS), to newly-arrived individuals seeking asylum. They cover issues such as the role of GPs, their function as gatekeepers to the health services, how to register and how to access emergency services.

Special care has been taken to ensure that information is given in clear language, and the content and style has been tested with user groups.

Open the leaflets in one of the following languages