Practice Charter

Practice Policy

We are committed to giving you the best possible service. This is achieved by working together; so please help us to help you. You will be treated as a partner with courtesy in the care and attention you receive, being respected as an individual, irrespective of your ethnic origin, religious beliefs, personal attributes or the nature of your health problems. After discussion you will be offered the most appropriate care given by qualified people, only with your informed consent. All members of our team hold confidentiality paramount and all staff will be identified to you. If you are unsure of anything please ask - the staff are here to help you with any queries you may have.

Comments, Suggestions and Complaints

We are always interested to hear your comments (good and bad) about our services and these can be addressed to the Manager or, alternatively, the Patient Liaison Group. Our practice has an in-house complaints procedure and a leaflet on this can be found on the reception desk. Complaints are dealt with by the Manager who will listen to your complaint, fully investigate the matter and report back to you as quickly as possible. All complaints will be treated seriously and in confidence, but we cannot act on anonymous complaints.

Freedom Of Information - Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the classes of information the practice intends to routinely make available.

This scheme is available from reception.

Recording Of Telephone Calls

All telephone calls into and out of our building are recorded. Access to information obtained during phone calls will not be available except under the strictest protocol and then only in an emergency/legal situation with the agreement of both participants. This protocol takes account of the requirement to ensure compliance with the Data Protection Act.

Patient Liaison Group

This is a group of patients from the various villages and districts covered by the practice, who provide a link between the users and providers of health care.

See the noticeboard in the entrance hall for further details. New members are welcome.

Patient Rights and Responsibilites

A patient attending our practice has the right to be treated with dignity, courtesy and consideration and to be seen within a reasonable time by the GP or health care professional of their choice. However, these rights carry with them a responsibility for the patient to respond to our staff in a courteous and reasonable manner. Patients who abuse our staff either physically or verbally risk being removed from our list.

Our Commitment To You

Identifiable patient information will only be shared within the practice team and, in the case of referral, to the clinician to whom the patient is referred. Disclosure of any other identifiable patient information will only be given after receiving written permission from the patient.

Confidentiality and Data Protection

We keep medical information about you on paper and on the computer system under the requirements of the Data Protection Act. If you require a copy of your medical notes we will provide one; this is what you should do:

• Tell us what you want in writing including the dates of the notes you want copies of


• Sign the letter


• Provide us with the fee for this work, which is:
1. £10 for a printout from the computer
2. £50 for all or part of your notes

If you wish other people (such as 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)