Confidentiality & Medical Records
Privacy and Fair Processing Policy
We 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 Luzenda Rara De Mesa,our patient liaison manager, who will deal with your concerns appropriately.
Further written information is available regarding the complaints procedure from reception. Alternatively you can download the Complaint Procedure Leaflet here: BPS Complaints Procedure Leaflet (updated 2015).pdf
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.