Practice policies

Freedom of Information

The freedom of information Act requires the practice to make certain information available to the general public if requested.  Most of this information is contained in the practice booklet and on this website. 

However you may access the freedom of information website at

Your Health Information – How we protect and use it

Please read our leaflet on how we protect and use patient data

Zero Tolerance Policy:

The Practice takes it very seriously if a member of staff is treated in an abusive or violent way.

The Practice supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place.

Our Practice staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.  The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

  • Using bad language or swearing at practice staff
  • Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
  • Verbal abuse towards the staff in any form including verbally insulting the staff
  • Racial abuse and sexual harassment will not be tolerated within this practice
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
  • Causing damage/stealing from the Practice’s premises, staff or patients
  • Obtaining drugs and/or medical services fraudulently
  • We ask you to treat your GPs and their staff courteously at all times.
Definition of Physical and Verbal Abuse and Violence:
 Physical and verbal abuse includes:
  • Unreasonable and / or offensive remarks or behaviour / rude gestures / innuendoes
  • Sexual and racial harassment
  • Threatening behaviour (with or without a weapon)
  • Actual physical assault (whether or not it results in actual injury) includes being pushed or shoved as well as being hit, punched or attacked with a weapon, or being intentionally struck with bodily fluids or excrement.
  • Attacks on partners, members of staff or the public
  • Discrimination of any kind
  • Damage to an employee’s or employer’s property
 The Practice supports the Zero Tolerance stance adopted by the NHS.
 The HSE (Health and Safety Executive) defines work-related violence as:

“Any incident, in which a person is abused, threatened or assaulted in circumstances relating to their work”.

 Violence and aggression towards a person may also be defined as:

“A physical contact with another person which may or may not result in pain or injury. The contact is uninvited and is an attempt to cause harm, injury or to intimidate. Non-physical aggression includes the use of language which causes offence or threatens the safety of a member of staff”.


The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. We value and respect good patient-doctor relationships based on mutual respect and trust. When trust has irretrievably broken down, the practice will consider all factors before removing a patient from their list, and communicate to them that it is in the patient’s best interest that they should find a new practice. An exception to this is in the case of immediate removal on the grounds of violence e.g. when the Police are involved.

Removing other members of the household

Because of the possible need to visit patients at home, it may be necessary to terminate responsibility for other members of the family or the entire household to ensure the safety of practice staff.

The prospect of visiting patients that is the residence of a relative who is no longer a patient of the practice, or the risk of being regularly confronted by the removed patient, may make it difficult for the practice to continue to look after the whole family. This is more likely where the removed patient has been violent or displayed threatening behaviour, and keeping the other family members could put doctors or their staff at risk.

Suggestions & Complaints

The practice strives very hard to ensure that everyone receives quality care, and welcomes any suggestions or comments from you as to how to improve the service we offer.  We realise that occasionally things do not go as smoothly as we would like. 

If you think that this has happened to you, please contact the practice manager so that we can help you sort the problem out. 

A practice-based complaints procedure is in operation, details of which may be obtained from the Practice Manager.

Our Responsibilities to You:

  1. All patients will be treated as individuals in a caring and confidential manner by all staff.
  2. To be seen by the doctor or health care professional of your choice whenever possible.
  3. To be seen the same day if your problem is deemed to be medically urgent.
  4. If you have undergone tests, the doctor or nurse will tell you how and when to contact Surgery to check on the result.  The receptionist will tell you the result and/or pass on instructions given by the doctor.
  5. To be kept informed on waiting times, delays and cancellations.
  6. Your repeat prescriptions will be ready for collection within 48 hours of your request.
  7. We will provide you with information about how to make suggestions or complaints about the care we offer.  We strive to improve our services, so we welcome any comments.
  8. The doctors and staff work closely together as a team and aim to give you the highest quality of health care.  We aim to meet these standards that we see as our responsibilities to you, and we need your help achieving this.

Patient Responsibilities:

  1. Please let us know your name, address or telephone number.
  2. Please do everything you can to keep appointments and arrive on time.  Tell us as soon as possible if you need to cancel an appointment so that it can be given to somebody else.
  3. Please ask for a home visit only when the person is too ill to visit the surgery, whenever possible request this before 10:30am.
  4. Should you wish to leave a message for your doctor, this can be done through the receptionist.  This saves you and your doctor an appointment.  Please avoid telephoning for non-urgent matters when the lines are busiest before 11:am.
  5. Please request a night visit only when you feel it is absolutely necessary.  Remember the doctor who is on call is working in addition to their normal hours.
  6. Please re-order routine drugs in good time before your supply runs out, try to re-order as many items as possible at once.  Please tell us if you are requesting drugs not prescribed before or drugs prescribed infrequently as this may result in delays.
  7. Hundreds of tests are performed every week. Please accept responsibility to contact us for the result rather than expect us to contact you. Once you have your results and only if the doctor advises should you then make an appointment.  When your tests or investigations are performed at the hospital the results are obtained by contacting the Consultants secretary.  This will avoid unnecessary telephone calls and appointments in surgery.
  8. If you still feel you need to see the doctor to discuss details of hospital consultations or tests, please check that your doctor has received the reports before you make an appointment.
  9. Remember that you are responsible for your own health so please follow our advice.
  10. Please extend the same courtesy and politeness to us as you would expect to receive.
  11. Please read our practice leaflet to enable you to get the best out of our services and use the member of the team best able to help you.  If you do not understand the information you have been given, or are unsure of anything, please ask us.

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