Practice policies

Confidentiality & Medical Records

The 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 to 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 Practitioners 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 1988 and Access to health Records Act, patients may request to see their medical records. Such requests should be made through the Practice Administrator and may be subject to an administration charge. Requests should be made in writing and signed by the patient. No information will be released without the patient consent unless we are legally obliged to do so.


It is very important to hear your views on the service and care you have received at Park & Thorntree Surgeries and we welcome any feedback you have about your experience with us. We appreciate your positive feedback when we get things right, as well as any comments about where you feel we could have done better.


The doctors and staff at Park & Thorntree Surgeries are committed to providing high quality health care and services to patients. 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.

Anyone who is receiving a service or has received a service can complain. You can complain for yourself or on behalf of someone else, however it is important that consent is received from the patient if it is not them who is making the complaint.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. All complaints are dealt with in the strictest confidence.

We hope you are able to speak to us to discuss your complaint first, but if you do not feel the complaint has been resolved or you would like to speak to someone independent, you can contact NHS England:

Address: NHS England, PO Box 16738, Redditch B97 9PT

Telephone: 0300 311 22 33

Chaperone Policy

Park & Thorntree Surgeries are committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance. This Chaperone Policy adheres to local and national guidance and policy i.e.:-

The Chaperone Policy is clearly advertised through patient information leaflets, website and can be read at the Practice on request.   A poster is also displayed in the Practice Waiting Area.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or a friend, but on occasions a formal chaperone may be preferred.

Patients are advised to ask for a chaperone if required, at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way.

The Healthcare Professional may also require a chaperone to be present of certain consultations.

All staff are aware of and have received appropriate information in relation to this Chaperone Policy.

There is no definition of a chaperone and their role varies considerably depending on the needs of the patient, the healthcare professional and the examination being carried out.

    • Emotional comfort and reassurance to patients

    • Assist in examination (e.g. during IUCD insertion)

    • Assist in undressing

    • Act as interpreter

    • Protection to the healthcare professional against allegations/attack.

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 form the list and record in the patient’s medical records the fact of the 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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