Practice Policies

Confidentiality & Medical Records

Locked blue folderThe 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 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 Practioners 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 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Access to records form for patients to complete


Customer service form

We strive to give a quality service at all times, if you feel that you have not been treated as you should, we do have a procedure to deal with your complaint.

Medical and clinical matters should be discussed with the Doctor; administration problems should be addressed to the Practice Manager.

All complaints will be recorded and fully investigated and hopefully matters will be put right to the satisfaction of both parties.

We are also happy to receive and listen to any suggestions and comments you may have to improve our service to you.

We are happy to receive anonymous suggestions via our suggestions box in the waiting room.

To view our complaints procedure please use this link - Complaints Procedure 2020-2021

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 from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.




Telephone call recording

Brotton Surgery has a telephone system that is capable of recording conversations during inbound and outbound telephone calls. This is standard practice in many organisations and allows Brotton Surgery to record telephone calls for:

  • Quality monitoring

  • Staff training

  • Monitoring compliance

  • Safeguarding of staff and patients

All calls received to the Practice and made form the Practice will be retained in line with our GDPR, Data Protection Policy and Data Retention Schedule.

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