If you feel that you have received good service from the surgery or that there is any issue we have been particularly helpful with, we would appreciate it if you would click on the link below and add your comments to the NHS website, or alternatively if you would like to contact the surgery and let us know, either by phone, e-mail or in person.
It is important that we receive positive feedback, if it is deserved, as this will help to structure future services provided by the surgery.
This Practice operates a procedure for the investigation of complaints as part of the National Health Service system for dealing with complaints. Our system meets the national criteria.
Please send details of your complaint to the following email address [email protected] where our Assistant Manager, on behalf of the practice will fully investigate your complaint. Your complaint should be submitted as soon as possible after the event giving rise to the complaint.
We aim to report back to you within 10 working days. If this is not possible, we will explain the reason for the delay to you and you will be given a revised date for the completion of the investigation.
However if you feel that we have not dealt with the issues you have raised, as you would wish, you can write to the Complaints Manager at NHS England, PO Box 16738, Redditch B97 9PT or Please follow the link:http://www.england.nhs.uk/contact-us/complaint/ alternatively contact The Parliamentary & Health Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP, e-mail: [email protected]
If you would like more information on How to make a complaint or send a compliment to NHS England – Contact (ICAS) Independent Complaints Advocacy for free, independent and confidential help or alternatively contact PALS (Patient Advice and Liaison Service).
The complaints procedure should ensure that all complaints are dealt with swiftly and fairly to the satisfaction of all concerned.
Confidentiality & Medical Records
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
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.
Data Protection (GDPR)
We need to hold personal information about you on our Computer system and in paper records to help us to look after your health needs.
Please help to keep your record up to date by informing us of any changes to your circumstances.
Doctors and staff in the practice have access to your medical records to enable them to do their jobs. Your doctor is responsible for their accuracy and safe-keeping.
From time to time, it may be necessary to share information with others involved in your care. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.
All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.
In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.
To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you.
Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others.
For more information please open the documents under the “Our Documents” page.
GP Net Earnings
2021/22 Year End
NHS England require that the net earnings of doctors engaged in the practice is published, and the required disclosure is shown below.
However it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.
All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working in this practice in the last full financial year was £86,144 before Tax and National insurance.
This is for one full time GP, three part time GPs, two part time Salaried GPs and one locum GP who worked in the practice for more than six months.
Leaflets available from reception waiting area also this link will give advice on the NHS constitution.
Patient Privacy Notice
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.
Why do I need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.
This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.
Who Can See it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I Know if I Have One?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP.
Do I Have to Have One?
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.
For further information visit the NHS Care records website.
This Practice adopts a ZERO TOLERANCE approach to violence and aggression. Aggressive and violent behaviour is considered to be any personal, threatening or abusive language (cursing or swearing), gestures (including sexual), physical contact, derogatory sexual or racial remarks, shouting at any persons or applying force to any Practice property or the property of any persons within the Practice.
This includes people banging on desks or counters or shouting loudly in an intimidating manner.
This approach applies to any patients, visitors and any persons working within the Practice demonstrating any of the above behaviour towards patients, visitors or staff. The Partners are committed to do everything possible to protect Staff, patients and visitors from unacceptable behaviour and to support Zero Tolerance to any incident that causes hurt, alarm, damage or distress.
It also applies to any Partner or Employee of the Practice whilst on duties away from the Surgery if their duties are related to the business of the Practice.
We aim to treat our patients courteously at all times and expect our patients to treat our Staff in a similarly respectful way.
Patients who are violent or aggressive towards any person on Surgery premises will be removed from the Practice list.