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Practice Policies

(Please see below for downloadable policies)

Confidentiality & Medical Records

Locked blue folderThe practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Complaints Procedure

In the event of a complaint, the following steps will be followed as necessary:

Local Resolution

  • In the first instance, the complaint may be made by telephone - please talk to the practice manager or one of the Partners
  • If the complainant feels he/she is still not happy and wishes to progress further, please write to the practice manager or one of the Partners in the first instance.  The letter will be acknowledged within 2 working days and a full response will be made within 10 working days (with an extended period if the Health Authority and/or the conciliation service become involved).
  • It is the responsibility of the practice to summarise, in writing, all details of the complaint, to include all aspects, ie any solution or apologies and informing the complainant of access to the Health Authority

· If you do not wish to complain directly to the practice, you can contact NHS England who can investigate and manage the complaint.  . The NHS England email address for Hertfordshire and South Midlands Area Team complaints is


The postal address is: NHS England, PO Box 16738, Redditch, B97 9PT

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

Address: NHS England, PO Box 16738, Redditch, B97 9PT

Conciliation Service

  • If either party is still not satisfied with the outcome, the matter may be referred to independent conciliation. This is a free, confidential service provided by NHS England whereby an independent person becomes involved to help resolve patient complaints.Conciliation can be requested by either party, but will only take place with the agreement of both parties.

The contact details are: NHS Commissioning Board, PO Box 16738, Redditch  B97 9PT


Telephone:  0300 311 22 33

Independent Review

  • The complainant has a right to apply for Independent Review.
  • This is the responsibility of the Health Authority who will liaise with the convenor who may either:

 ·  dismiss the complaint

 ·  return the complaint back to local resolution

 ·  refer the complaint to a panel for independent review

  • The complainant has 28 calendar days on receipt of response to local resolution to apply for an independent review.


  • If the complainant is still not satisfied with the outcome, the matter may be referred to the Ombudsman.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Downloadable Policies

1. BWS Statement of Purpose

2. BWS Privacy Policy

3. BWS Under 16s Privacy Policy

4. BWS Carers Policy

5. BWS Sexuality and Relationships and LGBT Policy

6. BWS Homeless Users Policy

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