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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.

We aim to provide a good quality friendly care for our patients and are pleased to hear what you think of the service.  If you like what we do please let us know as it cheers us up.
If you have any comments or suggestions to make please let us know.  If you are not happy with the service please write to the Practice Management who will do their best to respond to the complaint quickly and sort the problem efficiently and hopefully to the satisfaction of the patient.  If you wish to make a complaint please ask for a Patients Complaint Information Leaflet, available from Reception at both sites (Ambrose and Tollgate).  This will tell you how to proceed with your complaint.
Alternatively you may download a copy of the comments and complaints form by clicking this link: Complaints Procedure.
If you wish to complain, but do not want to tell us about it, you can contact
  • NHS England Contact Centre - PO Box 16738, Redditch, B97 9PT
  • Telephone : 0300 311 2233  
  • Office hours - Monday - Friday 08.30 - 17.00                                       
  • email: 
  • The Patient Liaison Service at North East Essex CCG:
Free, confidential, independent advice and support is also available from:-
  • NHS Complaints Advocacy, VoiceAbility, Mount Pleasant House, Huntingdon Road, Cambridge, CB3 0RN
  • Telephone: 0300 330 5454Customer service form 
NHS Complaints Advocacy Leaflet 

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 persons safety. In this situation we will notify the patient in writing of their removal from the list and record in the patients medical records the fact of the removal and the circumstances leading to it.

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