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Practice Policies


The 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

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information

pad_and_penSuggestions & Complaints

Though we strive to avoid complaints by being self-critical, we accept that from time to time complaints will arise. Please be assured that all your comments will be dealt with in a confidential manner and fully investigated by the Practice Manager and, if necessary, brought to the attention of the Practice partners and staff.

We follow the N.H.S. code of conduct and deal with the complaints according to this code in the following manner:-

  1. Complaints are acknowledged within 3 working days which will include an offer to discuss the matter with an appropriate person in the Practice.
  2. A complaint will have to be made within 12 months of the incident occurring or within 12 months of the date on which the matter came to the notice of the complainant. 
  3. Any complaints that remain unresolved after 6 months will be reviewed to ensure that everything is being done to attempt to resolve the case.
  4. If you do not wish to complain directly to the Practice you may complain to NHS England and request that they investigate your complaint. 

If complaints remain unresolved then the complaint may be taken to the Health Service Ombudsman.

Consultation Ethics

During consultations we aim to ensure the following; that

Your privacy, dignity and confidentiality are respected at all times.

You can discuss health related matters with a professional of the same sex wherever possible.

You are offered a chaperone if undergoing an intimate examination.

You will be offered an explanation of your problem, and treatment planning will be discussed with you.

We will take appropriate action to organise a second opinion if your symptoms warrant a specialist referral.

Equal Opportunities/Anti-Discrimination

The Practice:

  • Will ensure that all visitors are treated with dignity and respect
  • Will promote equality of opportunity between men and women
  • Will not tolerate any discrimination against, or harassment of, any visitor for reason of age, sex, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion or belief
  • Will provide the same treatment and services to any visitor irrespective of age, sex, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion or belief Applicability

This Policy applies to the general public, including all patients and their families, visitors and contractors.


  1. Discrimination by the Practice against you.
    If you feel discriminated against:
    - You should bring the matter to the attention of the practice manager
    - The practice manager will investigate the matter thoroughly and confidentially within 3 working days

    The practice manager will establish the facts and decide whether discrimination has taken place and advise you of the outcome of the investigation within 10 working days. If you are not satisfied with the outcome, you should raise a formal complaint through the Practice’s Complaints Procedure

  2. Discrimination against the Practice’s staff

    The Practice will not tolerate any form of discrimination or harassment of our staff by any visitor. Any visitor who expresses any form of discrimination against, or harassment of, any member of our staff, will be required to leave the Practice’s premises forthwith. If the visitor is a patient, he/she may be removed from the Practice’s list if any such behaviour occurs on more than one occasion.

Access to Health Records

The Data Protection Act 1998, gives a patient, or their representative, with client consent, the right to apply for access to his or her health records. Any request for access to health records must be made in writing to your GP. Information and application forms are available in the reception area or, ask a member of staff.

Under the Data Protection Act 1998 (Fees and Miscellaneous Provisions) Regulations 2001, you may be charged to view your health records or to be provided with a copy of them. The fees are the same whether it is an individual applying for access or a representative i.e. solicitor applying on their behalf.

To provide copies of patient health records the costs are:-

  • Health records held totally on computer: up to a maximum £10 charge.
  • Health records held in part on computer and in part manually: up to a maximum £50 charge
  • Health records held totally manually: up to a maximum £50 charge

All these maximum charges include postage and packaging costs.

To allow patients to view their health records (where no copy is required) the costs are:-

  • Health records held totally on computer: up to a maximum £10 charge unless the records have been added to in the last 40 days.
  • Health records held manually: up to a maximum £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: a maximum of £10 unless the records have been added to in the last 40 days.

Violence Statement

Regrettably there are instances of violence and abuse by a small minority of patients. Violence includes actual or threatened physical violence or verbal abuse. The Practice has ZERO TOLERANCE to incidences of such nature.

The Practice will remove your name from the Practice list with immediate effect. NHS South East Essex will be notified of our action and Police action may be started with a view to prosecution.


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