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Practice Policies & Complaints Procedure

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.


Customer service form

We try to give you the best service possible at all times, but there may be occasions when you feel dissatisfied with the service the practice provides. If this is the case, this practice operates a procedure for the investigation of complaints, and the consideration of suggestions. We hope that you will give us an opportunity of looking into and, if necessary, correcting any problems that may have arisen or mistakes that have been made. Please contact the Practice Manager, Mrs Julia Tambini in writing or by email at .

Alternatively, you can call Healthwatch Gloucestershire. This is a confidential service created to help patients, their families and carers find answers to questions or concerns regarding the care or treatment they receive in community hospital services or community NHS services, and offer information, advice or support if needed.

Tel: 0800 652 5193

If you have any complaints regarding the Out of Hours Service please contact:

Gloucestershire Care Services NHS Trust,

Edward Jenner Court

1010 Pioneer Avenue

Gloucester Business Park




0300 421 8100

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.

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