Have Your Say

We always try to give you the best service possible, but there may be times when you feel this has not happened. This page explains what to do if you have a complaint about the service we provide for you.

Minor Problems, (for example if the doctor’s surgery is running late and you have to wait a long time) may be best addressed by speaking to the individual involved at the time.

We hope you will allow us to look into concerns you have and if necessary, put right what you have identified or mistakes that may have been made.

Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.

If you wish to make a complaint, please phone or write to our Practice Manager who will take full details of your complaint and decide how best to undertake the investigation. Occasionally, if we have to make a lot of enquiries it might take a little longer to investigate your concerns, but we will keep you informed.

We cannot investigate complaints about other organisations such as hospitals. These have their own complaints procedures.

We hope that at the end of the meeting you will feel satisfied that we have dealt with the matter thoroughly. However if this is not possible and you wish to continue with your complaint we will direct you to the appropriate authorities who will be able to help you.

Complaints leaflet can be obtained from the practice.

All information held about patients is completely confidential.

We ask you for information so that you can receive proper care and treatment. We keep this information, together with details of your care, because it may be needed if we see you again.

We may use some of this information for other reasons: for example to help us protect the health of the public generally and to see that the NHS runs efficiently, plans for the future, trains its staff, pays its bills and can account for its actions. Information may also be needed to help educate tomorrow’s clinical staff and to carry out medical and other health research for the benefit of everyone.

Sometimes the law requires us to pass on information: for example, to notify a birth.

The NHS Central Register for England and Wales contains basic personal details of all patients registered with a general practitioner.

The Register does not contain clinical information.

You have a right of access to your health records.

GDPR – General Data Protection Regulation

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 treatment.
• 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 be given a copy of your medical record.
• You have the right to object to your medical records being shared with those who provide you with care.
• You have the right to object to your information being used for medical research and to plan health services.
• You have the right to have any mistakes corrected and to complain to the Information Commissioner’s Office. Please see the practice privacy notice on the website or speak to a member of staff for more information about your rights.
• For more information visit the NHS website https://digital.nhs.uk

Everyone working for the NHS has a legal duty to keep information about you confidential. 

You may be receiving care from other people as well as the NHS; so that we can all work together for your benefit we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need for it and it is in your and everyone’s interests. Whenever we can we shall remove details which identify you. The sharing of some types of very sensitive personal information is strictly controlled by law.

Patients have the right to authorise or refuse the right of disclosure of information to third parties.

Anyone who receives information from us is under a legal duty to keep it confidential. If you would like access to any information held about yourself, please write to the Practice Manager.

Please view our Privacy Statement here.

Our practice is participating in NHS National programme for IT. We share summary of your vital clinical information i.e. Medication, Allergies and Adverse reaction to drugs. With the NHS Emergency Care Providers like A&E Out of Hours GP and Walk-in-Centre. This is to ensure that our patients receive safer and quality care during urgent or emergency situation. Please do let us know if you would like to opt-out from this initiative.

Anyone who receives information from us has a legal duty to keep it confidential.

In line with NHS Zero Tolerance policy, the practice has the right to remove patients who are aggressive, abusive, or violent from the practice register.

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in High Street Surgery in a year was £52,878 before tax and National Insurance. This is for 1 full time GP and part time locums who worked in the practice for more than six months.