Noticeboard

Calls to and from the surgery are recorded and processed in accordance with the General Data Protection Regulation 2016 and the Data Protection Act 2018, calls are recorded for monitoring, training and dispute resolution purposes. The purpose of call recording is to provide an exact record of the call which will:

  • Protect the interests of both parties;
  • Help improve Practice performance and best practice;
  • Help protect Practice staff from abusive or nuisance calls;
  • Establish the facts in the event of a complaint either by a patient or a member of staff and so assist in resolving it;
  • Establish the facts and assist in the resolution of any medico-legal claims made against the practice or it clinicians;
  • A call recording may also be used as evidence in the event that an employee’s telephone conduct is deemed unacceptable. In this situation the recording will be made available to the employee’s manager, to be investigated as per the Practice Disciplinary Policy

For further information please contact the surgery.

Practice Policies


🏥 Practice Policies




💬 Complaints, Praises & Suggestions


We value feedback from our patients and use it to improve our services. If you are unhappy with any aspect of your care, please tell us as soon as possible so we can put things right.


You can make a complaint:



    • by speaking to any member of staff or asking to speak to the Practice Manager

    • by telephone or in writing (letter or email)

    • via a representative, with your consent


We will:



    • acknowledge your complaint within 3 working days

    • handle your information confidentially


If you remain dissatisfied, you can escalate your complaint in line with the NHS complaints procedure which will be highlighted on your response letter.


Positive feedback and compliments are also very welcome, it’s always great to share these with our team.




🧾 Patient’s Rights and Responsibilities


We are committed to providing safe, high-quality healthcare and maintaining a respectful, supportive environment for all.


Patients have the right to:



    • be treated with dignity, respect and without discrimination

    • receive care from qualified clinicians in line with NHS standards

    • request to see a preferred clinician, where possible

    • be involved in decisions about their care and treatment

    • have their personal information kept secure and confidential


We ask our patients to:



    • treat our team and other patients politely and with respect

    • attend on time or cancel appointments they no longer need

    • order repeat prescriptions in good time

    • keep contact details up to date

    • follow agreed treatment plans and seek advice if unsure

    • use urgent and emergency services appropriately





🚫 Violence & Aggression Policy


We operate a Zero Tolerance Policy to protect patients, visitors and staff. Violence, aggression or abuse — whether physical, verbal, or online — will not be accepted.


This includes:



    • threatening, intimidating or offensive behaviour

    • discriminatory remarks or harassment

    • shouting, swearing or abusive language

    • damage to property or deliberate disruption of services


In serious cases we may ask the individual to leave the premises, report the incident to the police, or remove them from our patient list in line with NHS regulations.


All incidents are recorded and investigated to ensure a safe environment for patients and staff.



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