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Practice Policies

How we use your medical records

Important information for patients


  • This practice handles medical records in line with laws on data protection and confidentiality. 
  • We share medical records with those who are involved in providing you with care and Locked blue foldertreatment. 
  • In some circumstances we will also share medical records for medical research, for example, to find out more about why people get ill.  
  • We share information when the law requires us to do so, for example, to prevent infectious diseases from spreading, or to check the care being provided to you is safe.  
  • You have the right to request a copy of your medical record. 
  • You have the right to object to your identifiable information being used for medical research and to plan health services.  
  • You have the right to request that any mistakes in your medical record are corrected.

For further detail of how we use your information within healthcare please find below the practice privacy notice.

Hicks Group Supplementary Privacy Notice for Covid-19

Hicks Group Privacy Notice

Hicks Group Childrens Privacy Notice

For your information please note the following:

Coronavirus (COVID-19): notice under regulation 3(4) of the Health Service (Control of Patient Information) Regulations 2002

Job Application Privacy Notice


Text Message Remindersmobile phone

If you provide us with a mobile telephone number we will send appointment reminders and other health specific notices unless you inform us otherwise. To opt out of this service please contact the surgery.

New Data Protection Regulations from May 2018 (GDPR)

Under the new data protection regulations introduced from 25th May 2018, we will continue to contact patients via text messages regarding the delivery of care if they have provided consent to do so.

If practices are sending messages about recommended treatment for the management of a specific health issue, then this is defined as providing appropriate care for patients, not marketing purposes.

If you would like ot opt out of any future contact via text messaging, then please complete the form and indicate in the marked section.

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. Patients can also request access to view their medical record online, details are available at reception where photographic ID is required to permit access request. Such requests should be made through the practice manager and may be subject to an administration charge.Patients can also request access to view their medical record online, this can be processed at reception. Photographic ID is required to permit the access request. No information will be released without the patient consent unless we are legally obliged to do so.

Requesting copies of records (Subject Access Requests)


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately, by contacting the surgery and asking to speak to the practice manager. If you would like to write into the practice manager please find HERE a useful complaints form. The Hicks Group Complaints procedure can be seen below

Complaints Policy

Zero Tolerance Policy

As an employer, the practice has a duty of care for the health, safety and wellbeing of its staff. The practice also has a legal responsibility to provide a safe and secure working environment for staff.

All patients and staff are expected to behave in an acceptable, respectful manner.

The practice follows the NHS guidance concerning Zero Tolerance.

Any incident in which an employee is abused, threatened or assaulted in circumstances relating to their work is unacceptable and not tolerated.

This includes the serious or persistent use of verbal abuse, aggressive tone and/or language and swearing/foul language.

Staff should not be left upset and distressed following an interaction with a patient.

All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.

We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs. Any alteration of prescriptions is illegal and will not be tolerated.

If you are seriously unhappy with the quality of service you have the right to register with another practice without notifying us. Similarly, on the very rare occasions when a patient breaches this policy, we have the right to remove the patient from our Practice list.

Examples of Unacceptable Standards of Behaviour

In exceptional circumstances, a breakdown may occur between a doctor and their patient. If the breakdown is of a serious nature e.g. serious physical or verbal abuse to any member of the practice team, the doctors may feel that the doctor/patient relationship has been compromised. Steps may be taken to have the patient removed immediately from the practice list. Where possible, conciliation would always be the preferred route. Reasons for removal will be given in writing.

Where we deem an incident is not serious enough to warrant immediate removal, we will issue a first and final warning.

You will be removed from our patient list immediately when we have needed police assistance.

The following are example of when you may be issued with a first and final warning or removed from our patient list dependent on the severity of the incident.

  • Violence.
  • Excessive noise eg recurrent loud or intrusive conversation or shouting.
  • Threatening or abusive language involving swearing or offensive remarks.
  • Racial or sexual remarks.
  • Aggressive, forceful tone and/or language that upsets staff.
  • Malicious allegations relating to members of staff, other patients or visitors.
  • Offensive gestures or behaviours.
  • Abusing alcohol or drugs on practice premises.
  • Drug dealing on practice premises.
  • Wilful damage to practice property.
  • Threats or threatening behaviour.
  • Theft.

This list is not exhaustive and there may be other occasions where we have cause to issue a warning or remove you from our patient list.

We trust this policy is clear and supports a mutually respectful environment for patients and staff.

National Data Opt-Out Programme

NHS Digital is developing a new system to support the national data opt-out which will give patients more control over how confidential patient information is used. The system will offer patients and the public the opportunity to make an informed choice about whether they wish their confidential patient information to be used just for their individual care and treatment or also used for research and planning purposes.

For more information please click on the General Practice Data tab.

Finding you NHS Number

If you need you NHS number this can be looked up on line using the link below

Other Practice Policies

Practice polices are available on request according to the Freedom of Information Act. See link below for information relating to this.

 Freedom of Information Patient Information

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