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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.

Great North Care Record

At the moment every health care organisation holds a a different set of records about you. Information in different records may be duplicated or incomplete.  The Great North Care Record is the development of access for health professionals to view your electronic medical records, that will over time include a range of healthcare information to help improve the care you receive in the North East.

The aim is to enable safer, more joined up care and to give healthcare professionals access to more accurate and consistent information across all services, in turn releasing more time to offer continuity of care for patients.

Your consent will be sought prior to your record being viewed at the point of care and this will only be commonly requested information such as medications and test results.  Safeguards have been put in place so that only people directly involved in your care will have access.  Your consent will be recorded by NHS staff, and this can be audited so that it is known who has accessed your record.

You can choose not to have a Great North Care Record, but sharing your medical information will make it easier to provide the best care and support for you.  For further information please call: 0344 811 9587 or email: To opt out please contact the surgery.

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 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.


Customer service formWe 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.

To pursue a complaint please contact the Practice Manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.


If you have booked an appointment which you cannot keep, please contact the surgery at the earliest possible opportunity to inform us so that someone else can make use of the appointment.  It is not considered sufficient time if you ring 15 minutes before your appointment is due and the appointment will be wasted.  If you do not attend your booked appointments on a regular basis without a valid reason, you may be removed from the practice list and will need to register at another surgery.

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. If the situation arises we may issue a warning or 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.

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