Practice Policies

Practice Policies

Confidentiality & Patient Information


You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit, we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need for it in your and everyone’s interest. Whenever we can we shall remove details that identify you. The sharing of some types of very sensitive personal information is strictly controlled by law. Anyone who receives information from us is also under a legal duty to keep it confidential. If you would like to access your medical records, please put your request in writing 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.

Patient Charter

Please Click here to view the Patient Charter

Complaints Procedure

We endeavour to give you the best service possible at all times, but there may be occasions when you feel you wish to express dissatisfaction. We offer a Practice Complaints Procedure to deal with your concerns. We hope you will use it to give us the opportunity of looking into, and of necessary correcting, any problems that may have arisen or mistakes that have been made. Using the procedure does not effect your right to complain to the Health Authority if you so wish. The appropriate address is:-

Mrs Joy Sellwood ~ Complaints Co-ordinator
Southampton City Primary Care Trust
Trust HQ
Oakley Road
SO16 4GX

Please note that we have to respect our duty of confidentiality to patients, and a patient consent will be necessary if a complaint is not made by that patient directly. If you wish to make a complaint, please contact our Practice Manager either directly by telephone or letter if you prefer. She will take full details of your complaint and decide best how to undertake the investigation

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.