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Practice Policies

Comments and Suggestions

Customer service formAs part of our commitment to improving practice services we seek patient feedback through a yearly patient survey. Our practice staff may ask you to complete a questionnaire, the results of which will be discussed by the practice management team and representatives of the Primary Care Trust.

We welcome comments and suggestions throughout the year which can either be handed in at reception, or posted in our suggestions box in the main waiting area. 


Your personal information is recorded on computer and we are registered under the Data Protection Act 1998 which protects your confidentiality.  The practice ensures confidentiality is maintained at all times. However, in order to provide you with the best health care it is necessary to share information about you with medical, nursing, and other professionals allied to medicine.

We will not pass on any information about you to non-medical third parties  ( including your family or household members ) without your express consent except where there is a legal requirement for disclosure.

Access to Records

You have a right to see your medical records under the Data Protection Act 1998.  Please put your request in writing to the practice manager and an appointment can be arranged to view your records, with a member of the practice staff.

Please note: charges will apply for any photocopies you request, details of which are available at reception.

If you require a ‘third party’ to have access to your medical records we will require written (signed) consent, in addition to, the written request for access.


We aim to provide all our patients with the best possible service at all times. However, we are aware that things may not always go smoothly.

This section explains what to do if you have a complaint about the service or facilities we provide for you.

Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.  If you use this procedure it will not affect your right to complain to the Suffolk Primary Care Trust if you so wish.

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

We will acknowledge your complaint within two working days and, respond fully within 28 working days.

If you wish to make a complaint, please phone or write directly to our practice manager.  Following receipt of appropriate details concerning your complaint an investigation will be made and what course of action will be necessary to address the issue/s raised. We feel it is vitally important to deal with complaints swiftly so you will normally be offered an appointment for a meeting to discuss the matter within seven days. Occasionally, if we have to make a lot of enquiries, our response might take a little longer but we will keep you informed. You may bring a friend or relative to this meeting.

We will try to address your concerns fully, provide you with an explanation and, discuss any further action that may be needed. 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 advise you.

Non-Attendance at Pre-Booked Appointments:

If you fail to attend three pre-booked appointments, with any member of the practice team, without informing the practice first, we will write to you. If you then fail to attend a fourth appointment you may be taken off the practice list. Full details are available from the practice manager.

Violent or Abusive Behaviour:  Zero Tolerance Policy:

All members of the practice team have the right to carry out their work without the threat of, or actual, violence or abuse. As with the rest of the NHS we operate a ‘zero tolerance’ policy. Any patient who is physically or verbally abusive or threatening towards any member of staff or other patients may be removed from our list, usually with prior discussion and notification. Full details are available from the practice manager.

Use of Mobile Phones:

Please do not use your mobile phone on the surgery premises.


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